For the Co-op Membership team, one award simply isn’t enough! This recognised and high performing call centre team are reaching for the stars with the Buzz resilience training they have completed..

FM Outsource announced the launch of its new Cost Reduction Calculator this week. As specialists in creating bespoke customer experience solutions, FM developed the calculator to help businesses evaluate the savings they can make. This shows businesses it is possible to transform their existing call centre into a contact centre that focuses on other customer [...]

These are 5 common customer experience mistakes and how to steer clear of them..

The coming year will see a demand for CRM solutions to enable deep personalisation across four key levels..

Trust is an absolutely essential part of customer service, as well as business in general. Here are some ways to create trust by choosing to be fully present when communicating with customers..

Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Leaders must set a clear vision, inspire dedicated action, provide effective education, and cultivate a conducive environment..

You can’t just pay lip service to the idea of improving your customer service—you have to take dedicated action to do it right. Here are five easy ways to help you create top-notch customer service..

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective..

The latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Providers Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter..

The ultimate guide to utilising customer insight, data & analytics to excel at customer experience..

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Find out the latest trends..

Many organizations are already using live chat to make patients’ lives easier by scheduling appointments, discussing billing issues, or locating essential information quickly and easily. But how do you protect patient privacy?

“The customer is always right!” Many businesses live by and preach this phrase. But is it true?

Bright report reveals how UK industries perform when it comes to customer service..

Shep Hyken reflects on some lessons learned from an encounter with a proactive customer service coordinator..

The whole notion of good old fashioned customer service seems to be disappearing quickly. Is it due to these customer service “styles”?

It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”

Based on a recent global survey and interviews with key industry players, these 10 principles show how companies can position themselves for future customer success..