John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020..

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus, discusses how call centres can navigate the options..

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. Peter Mullen at VXI Global Solutions investigates..

AirAsia is closing its voice call centers and replacing them with an artificial intelligence powered chatbot called Ava..

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important..

Poly have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its portfolio of devices for the modern-day contact center..

Info-Tech Research Group’s division Software Reviews recently conducted a study of more than 500 IT professionals regarding their preferred CSM vendors..

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020..

Bill Wilson (holding the award) and the Severn Trent digital team, picking up gold at the 2019 European Contact Centre and Customer Service Awards on Wednesday 27 November, hosted by Fiona Bruce (Far right) and special guest Frank Bruno (far left). Severn Trent was recognised for ‘delivering exceptional customer service’ at an awards ceremony in [...]

With volumes of business communication growing constantly, intelligent automation is a priority for growing businesses..

UBC Sauder School of Business researchers have measured employees’ experience of customer mistreatment and its emotional effects, as well as their quit rates..

In half of support requests, long waits could be avoided with automation and better self-service capabilities..

Find out if your telephone customer service is winning or losing customers by making a “mystery call”..

Subscan UDS, the utility, drainage, and survey company, has implemented a high tech mobile workforce system from company BigChange..

Nemesysco’s voice analytics solutions are improving customer journey and sales performance in call centers across Japan..

Join this interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on a review of 2019 and what is coming next in 2020..

The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation. NGN beat stiff competition to win Gold for Business Change or Transformation, Silver for Customer-Centric Culture – Transformation and Bronze for the Best [...]

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service..