You may have a contact center solution that either includes some version of live chat or offers an add-on live chat option. Unfortunately, not all live chat is created equal..

A visit to a busy restaurant, some barbecue sauce and a beautiful jacket provide a valuable lesson in customer service..

Here are 8 wastes of customer service—inspired by the Toyota Lean Manufacturing system as used by today’s process experts..

Are you good at taking the HEAT when your customers lose their cool? Lydia Ramsey explains how you can diffuse even the angriest client..

Aspect Software’s Consumer Experience Index Survey shows self-service and AI are redefining how consumers view customer service..

Dunkin’ Donuts can now boast an impressive dozen in customer loyalty for the 12th consecutive year..

Top U.S. and Canadian car dealers are recognized for high marks in online customer reviews.

Ascensos, the Scottish-based contact centre management specialist, has presented Glasgow Children’s Hospital Charity (GCHC) with a cheque for £17,500 after a fantastic fundraising effort. Each member of the 1,000 strong Ascensos team, across its sites in Motherwell and Clydebank, played a part in raising money for the charity throughout 2017. The team beat its own [...]

Bolstra has announced the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states. Most notably, of customer success teams surveyed, more than 60 percent of respondents said they wouldn’t know about a critical customer issue until days [...]

Temkin Group has announced that it is accepting nominations for its sixth annual Customer Experience Vendor Excellence (CxVE) Awards. The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Nominations are accepted from anywhere in the world. Temkin Group will accept nominations for [...]

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018..

The story of how a customer was almost lost over a very small fee that in the long term could have cost a lot more..

There is a big difference between appreciating the importance of customers within a business and creating a customer centric team..

Gas utility business customer satisfaction scores have reached their highest levels ever, as measured in the J.D. Power 2017 Gas Utility Business Customer Satisfaction Study, SM. With an overall satisfaction score of 792 (on a 1,000-point scale), gas utility business customers are now the most satisfied among all utility customers surveyed by J.D. Power. “Gas [...]

Building stronger customer experiences and unifying their digital and traditional channels will be a top priority for bankers in 2018, according to Computer Services, Inc.’s annual Banking Priorities Executive Report. Nearly half of the respondents (48 percent) plan to increase spending on customer experience initiatives in 2018, with the same percentage indicating that reaching new [...]

Could social media be realizing its true calling as the ultimate customer service channel?

A global study of 20,000 utility customers across 20 countries by Homeserve reveals the latest challenges and opportunities for Utility Providers..

Malene Wessel believes chatbots can boost a company’s customer service, taking over some of the most simple and frequent types of customer contacts..