Sarah Al-Hussaini, Co-Founder and COO of Ultimate.ai, explains why chatbots must be part of the customer journey if their full potential is to be realized..

Wherever you’re working, what’s most critical is how and what is communicated by the business leaders to their teams..

Happy customers will lead to your success but how do we ensure this level of customer satisfaction is consistently met? Through the hard work and dedication of our staff..

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com..

Wag! is a perfect example of how an on-demand company is adopting technology that focuses on customer convenience. Learn more in this in-depth case study..

If you want to up your customer service game, you’re making a great decision. Here are eight tips to help you get started..

Avaya is helping businesses, educational institutions, healthcare providers, governments and other organizations quickly adapt to a remote workforce..

At first sight, it might not seem like project management has a lot to do with customer service. Read on to discover some surprising cross-over skills..

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centres during spikes in demand..

We all know we should expect the unexpected – that’s the nature of business. But what if you had to cease operations in multiple cities and countries at the same time?

Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology..

When deciding on a CRM application—or for just about any software application—many companies consider service to be synonymous with ease of use. .

Here are some ways employees remain motivated by work and what you should consider implementing in your business to encourage positivity..

Each year this industry defining report provides key insights on the latest service, support and CX benchmarks and trends. Complete the survey and receive the full report..

If you asked 100 Customer Service Representatives to identify their least favorite aspect of their job, 98 would probably say it is dealing with angry customers..

Shep Hyken shares some quotes from his revised and updated book ‘The Cult of the Customer’ to get you thinking about how to amaze your customers..

There’s a constant push to differentiate in today’s competitive climate. But true differentiation comes from a deep, intimate connection with customers..

A recent survey found that nearly half of all users of social media channels, like Twitter or Facebook, have used these websites to reach out to companies for service..