The introduction of the General Data Protection Regulation (GDPR) marked a significant shift toward protecting personal data privacy within the European Union (EU). But what does this mean for organizations that record calls?

Whether industry-specific or a versatile solution, there’s a CRM out there for every business. Let’s dig deeper to uncover how to select the perfect CRM for your business, taking into consideration your needs..

An effective supply chain is a must but requires ongoing refinement to keep it performing optimally in an evolving and competitive market. These tips for optimizing a supply chain can drive growth and reduce costs..

In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Here are some ideas to promote employee well-being and a happier workforce..

Regardless of which type of organization a restaurant owner runs, they want to save time and money. The right software program can help them achieve this goal..

D2 Facilities has used job management software from BigChange to underpin expansion of its facilities management services. The company achieved a 200 percent increase in turnover..

Workforce performance management leaders Calabrio have announced a partnership in Australia with customer experience and service operations specialists Customer Driven Solutions..

For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime..

In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base..

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Here we explore how contact centers shape brand identity and why they’re essential..

BigChange has developed a handy tool using Artificial Intelligence (AI) to automatically draft emails. The ‘Draft My Email’ feature transforms brief notes into consistently accurate, professional emails..

“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Learn more about this complex situation..

The flip side to the technological advancements in the contact center industry is the rising tide of scams specifically engineered to target their vulnerabilities. Here, I’ll discuss the latest scams afflicting contact centers..

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net..

Customer service processes have evolved dramatically with the advent of advanced workflow automation tools. These innovations provide a robust solution to the age-old challenges of managing customer interactions..

“Sorry for the inconvenience” is a tried-and-tested phrase, but it can sometimes feel overused or insincere if not delivered well. Here are 50 alternative ways to express your apologies and show customers that you care..

With the advent of advanced technology, the marketplace is witnessing the emergence of machine customers: non-human entities that autonomously engage in transactions much like humans do..

The strategic move of customer support outsourcing to the Philippines has become an important choice for companies seeking to boost operational efficiency and elevate customer satisfaction..