Rob Crutchington at Encoded, discusses the rise of self-service payments and why it is time to take look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions..

As consumers demand greater services through digital channels, it’s time for organisations to turn their strategic attention towards a differentiated customer experience. Richard Farrell, CIO at Netcall explains..

An unerring focus on the customer has been a key element of Marmalade’s success. Part of this approach is their customer feedback process, which they introduced in 2020 with the help of software provider CustomerSure..

While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack..

Calabrio, the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations..

Black Friday is a time of year when consumers can get the best deals for the things they want. James O’Hare, managing director of LINK Mobility, says great communications will be critical..

IRIS Audio Technologies, the team behind the AI-powered voice isolation softwareIRIS Clarity, has appointed Neil Titcomb as SVP Global Sales. Neil brings over 25 years experience in CX and sales leadership..

Raghavendra Rao, Director of Customer Excellence at Sprinklr, outlines three steps to build a customer service strategy centered around self-service..

Calabrio, the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture..

In order to provide an excellent customer experience, businesses need to employ a variety of strategies – and offering translation services to your customers is one of them..

When a customer has a problem, often the best experiences are when they can solve it themselves. Fraser Doig, Associate Product Marketing Manager at RWS, explains the benefits of semantic AI..

Customers want a service that is immediate, accurate and efficient. A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making..

Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. The majority of call centers who have implemented this strategy have exceeded their goals.

John Tschohl encounters awesome customer service from the US Post Office when service superstar Scott Pelton delivers his parcel from Switzerland personally – on the tennis court!

From chatbots to augmented reality, businesses are using technology to create a more seamless and enjoyable customer experience. Here are 25 ways that technology is revolutionizing the customer experience..

Appreciate Business Services (ABS) – The home of Love2shop – have officially launched a ‘game-changer’ modular engagement platform for UK businesses looking to boost productivity, motivation and satisfaction..

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts.  Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language..

Business outsourcing provider Sigma Connected has announced the appointment of Peter Doveren as new chief strategy officer as the company continues its global expansion..