A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers..

Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022 reveals more..

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage.  Make yours stand out from the crowd with the right strategy…

The ongoing aftereffects of the pandemic, massive political disruption, and the spiraling cost of living crisis are combining to only make it more challenging to meet customers’ needs. Andy Wilkins explains..

Learnship, the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals..

In this free webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success..

Never has speed been more important to your customers—and to people in general—than it is today. Technology has fueled the frenzy, putting access to information and people at our fingertips. John Tschohl reports..

Unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Stuart Dorman, Chief Innovation Officer at Sabio Group explains..

Today’s customer services teams conduct most of their daily operations online. The internet has made it much easier to connect with customers and solve their problems, but it also poses some unique security risks..

Strong team collaboration is essential to enhance efficiency and provide a better experience to the customer. Here are the top five benefits of team collaboration for a business’ customer service..

Downtimes can affect your business in many ways, including reduced productivity, customer frustrations, and lost work hours, making incident management a critical part of any business..

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer..

Fast-paced and people-centric platforms like Instagram provide companies with a convenient opportunity to serve and delight their customers. It’s also a great way to showcase your unique brand personality..

Recruiting and retaining the best customer service managers is critical if we want to grow as a company. Customers are more likely to switch to another company if they do not feel their needs are being met..

National Express has chosen the 8×8 XCaaS integrated cloud communications and contact centre solution to help employees stay engaged, productive, and efficient regardless of work location..

Simulation training, which helps customer service agents prepare to deliver superior service, is one of the fastest-growing training approaches. Brian Tuite, CEO and Co-founder of Zenarate, explains..

Encoded has announced that The Wine Society has successfully implemented its Gateway Services, Agent Assisted and E-Commerce Payments technology to meet increased demand as orders soared..

Customer service managers are responsible for overseeing customer service in an organization. Here, we discuss the skills and qualifications that are needed for the position..