The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled channels..

Upside launches ‘The Tipping Point of Loyalty’ report, an in-depth and highly detailed analysis that provides retailers with an invaluable understanding of customers’ total spending behaviour across different retail categories..

Poor delivery hugely impacts a customer’s overall online shopping experience and new research by delivery software company Circuit finds that late delivery is the number one driver for customer complaints on Twitter..

Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform their service results..

Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay. Ventrica is first British-based BPO to open in Jamaica..

In the aftermath of the Covid-19 outbreak customer buying has behavior has shifted from traditional shopping to online shopping or pickup in-store. Here are some ways to improve the customer experience..

How can flexibility and risk management work as a competitive advantage and make your company grow through resilience in turbulent times? Customer service is crucial in this equation..

Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP..

PCI Pal – the global cloud provider of secure payment solutions for business communications – has been announced as a finalist in no less than five categories across two payment industry award programmes..

Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly..

Recycled aggregates and waste management specialist Brewster Bros. has doubled its business with the help of the latest mobile workforce management technology from BigChange..

Customer Service & Experience 2021 takes place October 5-6th and is committed to showcasing the world’s most customer-centric leaders. This is the last chance to register for your free pass!

PCI DSS was created to protect consumers and merchants against security breaches.  Robert Crutchington at Encoded explains why it pays contact centres to be PCI DSS compliant..

By using a reliable and modern contactless card reader, you’ll be able to streamline the payments process, serve your customers quickly, highlight your efficiency, and focus on customer satisfaction simultaneously..

Many businesses focus their marketing efforts on acquiring new customers. But while customer acquisition is important, customer retention is even more important. Learn more in this article..

Top corporate gifting company Appreciate Business Services has launched the ‘Big Thank You’ – a dedicated campaign to get UK businesses and organisations saying thanks to customers and clients..

Previously, the only means of communication between the company and the client were telephone and fax. Today, the choice of communication channels is wider than ever. A variety of communication channels simplifies..

The top four process risks that customer service teams should be aware of include disgruntled clients, insufficient information systems, training, and warranty. Here is an overview of these risks..