Businesses that optimise both the customer journey and the customer experience are rewarded with strong customer retention, revenues and brand reputation. Carlton Retland of Applause explains..

In current times, where emotions and logic help us navigate through the world and coexist, emotional intelligence proves to be a valuable asset. Here, we look at the benefits of emotional intelligence in contact centers..

Waterfield Tech, a leading customer engagement solutions provider today announced the launch of its Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies..

There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown..

Arunabh Madhur, Regional VP & Head Business EMEA at SHAREit Group examines how mobile apps are reshaping the e-commerce industry and how businesses can still plan and position themselves for success..

One of the biggest CX challenges is working out exactly how to capture, organise and act on the potentially billions of different customer journey data points. Kevin McGachy, Head of Solutions, Sabio Group explains..

Retail mapping software provides shoppers with interactive, updated indoor maps that help them find the most effective and quickest routes through retail stores and easily find the items on their shopping lists..

With Microsoft’s investment in OpenAI being quickly followed by the release of Google’s Bard, the conversation around Generative AI continues to build. Stuart Dorman of Sabio Group looks at the latest developments..

Ringover will exhibit at the Recruitment Agency Expo, hosted at the Excel London on 21 and 22 March, 2023. Exhibiting from stand E25, Ringover will demonstrate its cloud communications system..

Darlington Borough Council has selected PCI Pal to manage its contact centre payment security and ensure it adheres to the compliance standards  relating to card-based payment transactions..

Before deciding whether to follow a public cloud, private cloud or hybrid approach, organisations first need to think about their specific business goals and what they really want to achieve with their CX..

Nationwide Catering Services (NCS), which has been supporting the UK food service industry since 1953, is celebrating ten years of using BigChange job management software..

Being a customer service professional equips you with useful life skills that can benefit not just your professional career, but your personal development, too. Here we look some of the most common benefits..

Landbot, the no-code chatbot platform for conversational experiences, has launched an industry report that confirms WhatsApp is the up-and-coming communication channel for businesses..

Localz, leading experts in customer empowerment technology for the last mile, today announced it has been selected by Lewisham Homes to support and improve its tenants’ experience..

Daily rhythms, small habits that have been cultivated over days, months, and years, are key to succeeding in the world of customer service. Customer service managers know this better than anyone..

The vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. Derek Forrest of Sabio Group takes a look at what to consider and what’s on offer..

The goal of insight selling is to move beyond traditional product-based selling by demonstrating a deep understanding of the customer’s needs and challenges, and offering customized solutions..