Customer Service Needs a Personal Touch Now More Than Ever

Customer Service Needs a Personal Touch Now More Than Ever thumbnail

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely..

Zenarate Launches New Call Analyzer Capabilities to Its AI Coach Platform thumbnail

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer..

Police Team Receive Customer Service Excellence Award

Police Team Receive Customer Service Excellence Award thumbnail

The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence..

7 Proven Solutions to Address Customer Service Gaps

7 Proven Solutions to Address Customer Service Gaps thumbnail

The customer service gap refers to the difference between the level of services customers expect to receive and the level they get. Left unaddressed, this disparity can be detrimental and leave clients dissatisfied..

The Evolving Landscape: New Trends in Customer Service Strategies thumbnail

With the advent of new technologies, businesses are moving towards digital platforms. Tools like chatbots, AI, and machine learning are being incorporated into customer service strategies..

Sabio Group Helps ENGIE Achieve Cloud Migration Goals Ahead of Schedule thumbnail

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France..

Choosing the Right Chatbot Development Services: Why Vietnamese Partners Stand Out thumbnail

Chatbots have become an invaluable customer engagement and support tool for many businesses. This rapid growth underscores the potential of conversational AI to transform customer experiences..

Retain Your Best Agents: Effective Strategies to Maximize Agent Retention in the Contact Center thumbnail

The average attrition rate for call center agents in the U.S. and U.K. is between 30% and 45% annually, according to a NICE WEM Global Survey. Here are some proven techniques that can help you retain your best agents..

Commbox Launches Era AI to Enable Customer Service to Be Intelligently Automated and CX Costs to Be Cut by 40% thumbnail

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Era AI’s functionality provides customers with accurate, highly personalised information in just seconds..

How Generative AI Stands to Supercharge Customer Service and Support in 2024 thumbnail

Ryan Welsh, Founder and CEO of Kyndi, recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users..

Whilst AI Claims the Limelight, Organisations Need to Implement Solutions for the Right Reason thumbnail

Whilst confidence in technology is rising, companies have to ensure that they are not caught up in the AI whirlwind and look at alternatives such as intelligent automation. Andrew Linley explains..

Burry Sealants Expands with Mobile Workforce App Roll-out  thumbnail

Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange..

Why Data Protection Tools and Training are Essential for Customer Service Professionals thumbnail

One of the biggest reasons cyber attacks are so damaging to businesses is because of consumers. Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them..

BigChange Pay Brings Instant Doorstep Payment for Jobs

BigChange Pay Brings Instant Doorstep Payment for Jobs thumbnail

The BigChange job management system now allows payment for completed field service jobs to be taken whilst on site.  After viewing an invoice summary on the engineers’ mobile device, a customer receives..

How Black Friday Success Hinges on Memorable Online Experiences thumbnail

In the swirling storm that is modern retail, with the high street being buffeted by economic, technological, and social changes, there emerges a beacon of opportunity for retailers: memorable digital customer experiences..

EB Gas Boosts Engineer Productivity by 20 Percent with BigChange thumbnail

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. BigChange is also boosting customer service with real-time ETAs and updates..

Unleashing CX in Amsterdam – A Round-up

Unleashing CX in Amsterdam – A Round-up thumbnail

This two-day summit was a melting pot of ideas, bringing together leaders from various industries to share insights on the evolving landscape of Digital Customer Experience (CX)..

How Cleanliness Affects Customer Service

How Cleanliness Affects Customer Service thumbnail

Do you worry about the impression you are making on your customers? Do you wonder what they think about your business and your customer service? Do you have a plan for keeping your place clean and tidy?

The Great AI Paradox for Contact Centre Agents

The Great AI Paradox for Contact Centre Agents thumbnail

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more—not fewer—agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips..