Management must trust their staff enough to establish guidelines with a degree of autonomy and flexibility when it comes to making decisions..

Customer service excellence is a continuous, ongoing process. Here are some key ways to deliver first class service..

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..

In business today, excellence in customer experience is not just a buzzword, it is an absolute necessity. Learn how analytics can play a key role in identifying and understanding your customers’ needs..

Børge Astrup, managing director of Intelecom Contact Centre Division explains how the latest contact centre technology is revolutionising the travel industry with a new form of ‘reality’ tourism in the cloud..

In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media..

Magnus Geverts at Teleopti takes a look at providing a cohesive experience across different channels supported by flexible workforce management (WFM).

The possibility to provide exceptional service is available to almost any company—if it believes in its people, is willing to innovate, and really cares about their customers’ experience..

A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Bill Quiseng explains..

How to maintain positive customer relationships by working to meet your customers’ needs, wants and expectations..

Customer service is important for every business, but even more so when you are just starting out. Here are five reasons why your customer service is so important if you are a start up..

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months..

The time has come to gain industry-wide recognition of your commitment to customer service by entering this year’s Customer Service of the Year awards. The awards celebrate companies that go the extra mile for their customers, recognising organisations that put customer service at the heart of their business. In addition to the opportunity of winning [...]

Agilisys has released the findings of its first UK Contact Centre Quality Monitoring Survey, a study into how organisations approach quality monitoring and the tools and technologies they use to measure customer experience..

Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..

Are you following the trend of conducting customer surveys? You might want to think again. In this article John Tschohl argues that developing your leadership team and workforce to provide superior service is a better use of resources..

In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how..