Many service providers have lost sight of what really matters. Steve DiGioia reveals his best strategies for winning back upset customers..
![Don’t Let Your Customers Fall in the Expected Experiences Gap thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/amazonsm.jpg)
Shep Hyken gives his latest view on the gap between the best customer service performers and most companies today..
![Free Webinar: Increasing Customer Engagement to Reduce Resolution Times thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/03/incite4.jpg)
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..
![Capital City College Group Adopts Puzzel for Multi-Brand Contact Centre thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/studentssm-1.jpg)
Capital City College Group has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology..
![Keeping Customers Happy with OneDesk thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/csrepsm-1.jpg)
Successful companies strive to support their customers with the best people and more increasingly, the best technology. Here I review OneDesk, a popular customer service solution..
![Electricity Firm Branches out to Deliver More Than Just Power thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/UK-Power-Networkssm.jpg)
Power cuts are rare, but if there’s ever a lengthy power cut UK Power Networks are offering to get customers a takeaway delivered..
![How You Present Yourself on Video Conferencing Can Impact Your Career thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/vidconf.jpg)
The results of a recent survey reveal 40% of UK workers judge their colleagues on how their house looks over video conferencing..
![Why a Customer-First Mentality Is Now More Important Than Ever thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/csrepsm.jpg)
Howard Spector, co-founder and CEO of SimplePractice, explains why a customer-centric culture must permeate through an organization’s every action..
![‘Gig’ Customer Service Booming During COVID-19 Says Report thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/gigeconsm.jpg)
Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began..
![Artificial Intelligence: First Aid for Companies in Challenging Times thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/Kit-Handysm.jpg)
When unexpected events occur and customer demand increases what can companies do? Henry Jinman at EBI.AI outlines four ways conversational AI can help and shares a real-life example..
![Free Webinar: How to Manage COVID-19’s Impact on Your Customer Service thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/03/incite4.jpg)
Get a head start on the future of CX in this latest webinar, featuring best practices and strategic advice from Master Card and Sure Petcare..
![How Plain Language Reduces Call Centre Volume By 19% thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/05/csrfriendlysm.jpg)
Fergal McGovern, CEO of VisibleThread explains why communicating in plain language results in less customer confusion, reduced workload and a stronger customer experience..
![Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent? thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/04/Customer-Service-Agent-sm.jpg)
Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent..
![Taking Customer Service From Good to Great! thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/04/openforbizsm.jpg)
Customer experience trainer Bryan Horn reflects on how customer service standards have fallen and offers some ways to take customer service from good to great..
![Geomant Releases Contact Centre for Microsoft Teams thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/04/callcentreagsm.jpg)
Geomant’s Buzzeasy Contact Centre for Microsoft Teams is now available, helping businesses extend the power of collaboration into the contact centre..
![How to Market Customer Experiences in a Time of Isolation thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/04/cximagesm.jpg)
Now is the time for brands, businesses and organisations to look at what they can achieve, provide and do, to create an online, virtual version of themselves..
![How to Quickly Onboard New Call Center Workers in Times of Crisis thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/04/csr21sm.jpg)
Derek Jones, VP Enterprise Strategy, Americas at Deputy outlines the steps call centers need to take for quick onboarding of new employees..
![Free Webinar: Adapt Your Customer Service Department to Home Working and COVID-19 thumbnail](https://www.customerservicemanager.com/wp-content/uploads/2020/03/incite4.jpg)
Hear from customer service heads at America’s leading brands as they share best practice and expectations for a homeworking environment..