Over the years I’ve observed that the organizations who nurture the best service behaviors use these five strategies..

The brand new report THE FUTURE OF CUSTOMER CONTACT REPORT: Automation, Self-Service & the New Agent has been just released by the editorial team at the Executive Customer Contact Exchange, BFSI featuring interviews and articles from leaders that are facing customer service challenges such as: Chief Executive Office, Atom Bank Head of Operations , AXA [...]

Learn how to use the LEAP method to solve any issue and defuse even the most irate of customers..

Banks continue to report that enhancing customer service is their number one priority. Dan Weis, Mobile Product Leader at NCR explains how a feature-rich app can help accomplish this goal..

Unless you have been living under a rock, you can’t have failed to notice the GDPR compliance deadline is looming..

Thousands of call centre, customer contact and telemarketing professionals will flock to London’s ExCeL in March to get a glimpse at the future of the industries. Taking place on the 21st and 22nd, Call & Contact Centre Expo is an informative and captivating exhibition and conference designed to showcase the latest and most effective developments [...]

Ashley Phillips reveals some very identifiable traits that set the best CSRs apart from the rest..

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company..

Riding on the growing trend of online shopping are customer chargebacks. Here are some key ways to deal with them..

Customer satisfaction has always been a key contact centre metric, but now increased emphasis on customer experience has made it a focus for many boardrooms..

Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. The current retail crisis has created a real demand for speed, convenience and optimization in e-commerce, and in response, retailers are increasingly leveraging tech capabilities to create new ways to engage with consumers and [...]

Cindy Solomon invites you to check out these five secrets to creating a mind-blowing service culture..

New research shows that customers are just as likely to share a positive experience as a negative one. Read on to learn more..

A phone call from entrepreneur and customer service guru Kym Illman to his airline carrier recently ended in him providing the unwitting call centre staff member with some on-the-spot training in phone skills..

If you are greeted by name next time you enter your favorite store, don’t worry, it is not a prank, you might be witnessing AI at work..

How many processes in your business can, because of human error, cause a Moment of Misery? Shep Hyken explores how some customer complaints can be avoided by making common-sense changes..

No matter what industry you’re in, companies are always looking for ways to reduce operating costs and improve the bottom line. Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. Rather than reducing staff or [...]

Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis..