Predictive customer support means that support teams resolve issues before they occur and sometimes even before customers are aware of them. Palak Dalal Bhatia, founder and CEO of IrisAgent explains..
Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team..
React.JS is by far the most popular JavaScript library. According to Stack Overflow, 40.14% of developers worldwide use the framework to develop awesome apps that provide memorable customer experiences..
Integration brings advanced speech and text analytics into an intelligent, connected customer service platform to help organizations understand the sentiment, emotion behind every customer interaction..
Despite the rise of social media, email remains the most popular method of communication between businesses and consumers. Moreover, email is typically the go-to touchpoint for customer service interactions..
What makes Wing Assistant different? Wing leverages technology and combines it with irreplaceable human capabilities, resulting in a superior customer experience as a remote labor supplier..
With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling..
There are a lot of things that go into making a successful call center. One of the most important, but often overlooked, aspects of a call center is the use of the phonetic alphabet. Read on to learn more..
Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, today announced an integration with ServiceNow to extend insight into individual customer experiences..
PCI Pal, the global provider of secure payment solutions, has announced a mutual partnership with leading Contact Centre as a Service (CCaaS) solutions provider, Odigo. Customers can now access PCI Pal’s solutions..
Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution..
Avaya has announced an enhancement to Avaya OneCloud™ to dramatically reduce the complexity associated with virtualizing customer interactions. Avaya Virtual Agent is a ready-to-deploy, configurable service..
Conjura, the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding that will further enhance its technology and bring 360-degree data analytics solution to new markets..
Reviewing the UK Contact Centre Decision Makers Guide, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern..
If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment..
Many business owners don’t take steps to protect their systems from these attacks until it is too late. In this article, we’ll talk about ways to keep your customers’ data safe from cyber attacks and why it is so important..
Creating a great customer experience starts with understanding and improving the employee experience. Here’s how companies can navigate these challenges during the Great Resignation..
Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange..
When it comes to order fulfilment, customer service is key. By ensuring that your customers are happy with their orders, you can minimise the chances of returns and complaints, and keep them coming back for more..