Looking to transform your customer experience (CX) but feeling overwhelmed by the options? successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a roadmap..

Product management and customer service constantly affect each other’s success through continuous feedback and adaptation. Marrying product insight and service experience turns casual users into loyal advocates..

As businesses adapt to the growing demand for remote and hybrid work models, customer service is undergoing a significant transformation. At the center of this evolution lies VoIP (Voice over Internet Protocol)..

Automation is reshaping how field service businesses interact with customers. By streamlining operations and enhancing communication, automation tools deliver faster and more personalised experiences..

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is focused..

Call tracking can be a game-changer for businesses that want to better understand their customers, optimize marketing strategies, and improve their bottom line. This guide will walk you through the process..

Poundland has partnered with Motorola Solutions to enhance security at its retail stores in the UK, aiming to reduce violence and theft. The retail chain has deployed VT100 body cameras to frontline employees..

Quiet quitting has become a hot topic in the workplace over the last few years, and for good reason. According to a survey by Gallup, at least 50% of the U.S. workforce are considered quiet quitters (or even higher)..

AI-powered co-pilots are the latest intelligent software tools designed to assist agents in delivering exceptional real-time support. But with so many options available, which co-pilot software stands out?

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise..

Customer Success pioneer Guy Nirpaz announces Perspective AI, the only tool that scales the messy, honest, human conversations into real customer truths. $4 million seed funding also announced..

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. But what if the right response could not only fix the situation but actually make them more loyal than before?

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. That’s where feedback kiosks step in..

Syntheia Corp. has launched AssistantNLP, an AI-powered Receptionist service designed to handle inbound calls using natural language processing (NLP) for accuracy and efficiency..

Tech-human hybrid contact centers—a revolutionary blend of artificial intelligence and human expertise is redefining the way companies interact with their customers. Here we examine the mechanisms..

When it’s time to hire and train your first customer support representative (CSR), the process might feel overwhelming. But with the right approach, you can set them—and your business—up for success..

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. Businesses need to adapt to cater to these diverse needs..

Serviced offices have rapidly become the go-to solution for businesses looking to scale efficiently. Here’s how leveraging premium customer service in serviced offices can help your business thrive..