The difference between a bot that enhances customer experience and one that frustrates users often lies in its features. Here’s a look at 10 essential chatbot features that ensure your move to AI assistance is a success..

Sabio has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys..

Remote work has become the new norm in various industries. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software..

In today’s dynamic digital environment where both quality and agility are critical, it is crucial to strike a balance between the two. He we go over the six most important arguments in favor of software QA outsourcing..

In today’s digital-first world, customer service outsourcing to India stands as a strategic move for businesses seeking not just to thrive but to revolutionize their approach to customer support..

The introduction of the General Data Protection Regulation (GDPR) marked a significant shift toward protecting personal data privacy within the European Union (EU). But what does this mean for organizations that record calls?

Whether industry-specific or a versatile solution, there’s a CRM out there for every business. Let’s dig deeper to uncover how to select the perfect CRM for your business, taking into consideration your needs..

An effective supply chain is a must but requires ongoing refinement to keep it performing optimally in an evolving and competitive market. These tips for optimizing a supply chain can drive growth and reduce costs..

In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Here are some ideas to promote employee well-being and a happier workforce..

Regardless of which type of organization a restaurant owner runs, they want to save time and money. The right software program can help them achieve this goal..

D2 Facilities has used job management software from BigChange to underpin expansion of its facilities management services. The company achieved a 200 percent increase in turnover..

Workforce performance management leaders Calabrio have announced a partnership in Australia with customer experience and service operations specialists Customer Driven Solutions..

For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime..

In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base..

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Here we explore how contact centers shape brand identity and why they’re essential..

BigChange has developed a handy tool using Artificial Intelligence (AI) to automatically draft emails. The ‘Draft My Email’ feature transforms brief notes into consistently accurate, professional emails..

“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Learn more about this complex situation..

The flip side to the technological advancements in the contact center industry is the rising tide of scams specifically engineered to target their vulnerabilities. Here, I’ll discuss the latest scams afflicting contact centers..