Ross Daniels at Calabrio believes now is the time for organisations to plan their pandemic escape route. Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors..

Mapp, the international provider of insight-led customer engagement, today released the results of a study on current customer experience strategies. The survey reveals major hurdles in updating CX strategies..

PCI Pal, the global cloud provider of secure payment solutions for business communications, today announced the appointment of Mufti Monim as Chief Technology Officer to direct the strategic technical vision for the company..

Do you want to reflect the diverse nature of your business and the breadth of talent within it? Are you global but want to be able to show that you are a people-first company? Learn more about user-generated content..

Cloud-first workforce engagement management platform chosen to enable market-leading Digital Services company to flow workforce across contact centres..

TieTa has just relaunched, with a promise to ‘take the stress out of customer service.’ Lean how TieTa is effectively helping businesses or all sizes as an outsourced customer service centre..

CRM software is the medium through which you can build connections with your existing customers and prospects in a personalized manner rather than the old and traditional contact management practices..

If you work in customer service, from time to time your customers will have problems and complaints. Responding in an efficient and timely manner is key to customer satisfaction. For this you need a ticketing system..

A focus on customer service can’t be an add-on. It can’t be for a while. If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”

AI has opened up opportunities for more people to become professional translators. Camila Pohlmann, Head of Community Ops at Unbabel, highlights three things that have changed about the translator role..

For many brands, the post-purchase experience is an afterthought. Maybe it’s the name, implying that the real work has already been done. Pete Shannon, COO at HelloDone believes thinking this way is a big mistake..

An app can make or break the customer journey. Get it right and the ease and simplicity of your product will have your customers coming back for more. Jack Underwood, Founder and CEO of Circuit explains..

Vivantio, a leading provider of customer service optimization software and solutions, is pleased to announce a new product suite specifically developed to meet and scale with the needs of growing B2B service firms..

New functionalities include performance indicators and quota forecasting plus a set of visual aides to help sales leaders ascertain current and future performance trends. Nikolaus Kimla explains..

Today’s customers are looking for personalized service and that’s not an easy need to fulfil. Here are ten ways a Certified Public Accountant (CPA) can deliver excellent customer service without losing focus..

Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. Download your free report here..

Christina Thompson, Client Relationship Director of Paragon Customer Communications, explores the strategies delivering optimal experiences, identifying and addressing critical customer pain points..

Following PCI Pal’s inaugural virtual conference ‘Payments: The Future of Security and CX’, an audio podcast has been released that follows-up with some of the event’s contributors..