Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips..

Rob Crutchington, CEO of Encoded, discusses how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience..

Sabio Group, the digital customer experience (CX) transformation specialist, has secured a multi-year contract with Journeycall to support its digital transformation strategy..

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams..

Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, has shared it has been investing in its customer feedback programme..

Excellent customer service is an integral component of any successful credit card business. It helps create a positive customer experience and increases customer loyalty. Here are five steps to follow..

makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens™ Salesforce Ecosystem Partners Study for the UK..

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre.  Magnus Geverts shares 5 budget-friendly strategies..

Businesses are being urged to pay attention to their customer review strategy, following new research from Smart Money People, the UK’s dedicated financial services review site..

CDC Draincare has expanded significantly since introducing new technology from BigChange that wirelessly connects field service engineers to a centralised management system..

Research from SaaSGenius.com has revealed that while both Sainsbury’s and Tesco are offering cheaper deals to members, each of these grocery suppliers is lagging behind when it comes to customer service..

In this article, we will discuss some engaging team-building ideas that can help customer service professionals bond, build trust, and improve collaboration. We will also touch on the benefits of using a Terryberry..

Customer service personnel who are responsible for debt collection must be equipped with essential skills to ensure that the process is carried out professionally, efficiently, and effectively..

SuccessKPI has announced research findings that reveal solution expertise and cloud technology enablers are critical to getting the most from cloud contact center deployments and achieving better business results..

This FREE webinar will explore how to transform data from across digital channels into actionable insights, giving you a single, unified, 360° view of your customers to drive faster, smarter business decisions..

Calabrio has announced that Calabrio ONE  is now listed on the Genesys AppFoundry™, a marketplace of solutions offering a selection of applications and integrations that elevate customer and employee experiences..

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. This means that providing an exceptional level of customer service is essential..

As our society becomes more globally connected, it is increasingly important to have a workforce that reflects the diversity of the world around us. What role do employers play in cultivating an inclusive workplace?