As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated..

Dan Rhodes, Head of Customer Service at Morrison Utility Services reports on the impact of the pandemic and outlines the organisation’s ‘Every Customer Counts’ program..

Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Wiatt and Jolene A. Lampton look at the state of customer service in the digital age..

NICE today announced the availability of a trial version for its next-generation Automation Studio, expediting enterprise adaption to remote business operations..

Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence..

If you are running an online business, you need to make sure that you are offering the highest levels of customer service possible. Here are 5 tips to keep you focused..

Live chat is now one of the components of virtually any customer support toolset and used by businesses as one of the active customer communication channels…

Silverbear will deliver CRM infrastructure platform built on Microsoft Dynamics that can be scaled in line with the regulatory body’s growth..

Ben Bendall, SEO specialist at Reassured explains how positive customer reviews can help companies grow their digital presence ⁠⁠and business..

A nationwide study observed the attitude amongst the UK workforce towards remote working and the increased use of video conferencing tools..

Europa Contact Centre has appointed John Cole as Head of Sales in its first major appointment since the business came into being last year..

Sand Studio have released an AR camera, screen sharing and real-time voice chat in one app to make remote support easier than ever..

Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing your contact centre..

Antony Jagger, Manager, Customer Solutions, Aptean, looks at some of the challenges associated with mobilising customer services teams in the financial services sector..

How you treat your customers during the COVID pandemic will set the stage for the future. Bryan Horn looks at the way forward after the crisis..

Many service providers have lost sight of what really matters. Steve DiGioia reveals his best strategies for winning back upset customers..

Shep Hyken gives his latest view on the gap between the best customer service performers and most companies today..

Join the next free Reuters Events webinar to hear how real-world customer service leaders are using innovative and efficient strategies to boost customer engagement..