Poly Introduces New Contact Center Solutions to Enhance Customer Satisfaction thumbnail

Poly have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its portfolio of devices for the modern-day contact center..

More Than 500 IT Professionals Chose Their Preferred Customer Service Management Vendors thumbnail

Info-Tech Research Group’s division Software Reviews recently conducted a study of more than 500 IT professionals regarding their preferred CSM vendors..

Top 5 Customer Experience Predictions for 2020

Top 5 Customer Experience Predictions for 2020 thumbnail

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020..

AI for Customer Care Automation

AI for Customer Care Automation thumbnail

With volumes of business communication growing constantly, intelligent automation is a priority for growing businesses..

How Poor Treatment by Customers Leads to High Turnover in the Service Industry thumbnail

UBC Sauder School of Business researchers have measured employees’ experience of customer mistreatment and its emotional effects, as well as their quit rates..

Manufacturers Needlessly Let Customers Wait More Than a Week for Repairs thumbnail

In half of support requests, long waits could be avoided with automation and better self-service capabilities..

How to Test Your Telephone Customer Service

How to Test Your Telephone Customer Service thumbnail

Find out if your telephone customer service is winning or losing customers by making a “mystery call”..

Subscan Transforms Field Operations with Bigchange Mobile Technology thumbnail

Subscan UDS, the utility, drainage, and survey company, has implemented a high tech mobile workforce system from company BigChange..

Nemesysco Emotion Analysis Technology Improves Japan Call Center Operations thumbnail

Nemesysco’s voice analytics solutions are improving customer journey and sales performance in call centers across Japan..

Webinar: The Future of Customer Service – Trends to Test in 2020 thumbnail

Join this interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on a review of 2019 and what is coming next in 2020..

A Complaint Is an Opportunity

A Complaint Is an Opportunity thumbnail

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service..

Dramatic Change Doesn’t Have to Be Traumatic Change

Dramatic Change Doesn’t Have to Be Traumatic Change thumbnail

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning..

Developing an Effective Chat Bot Strategy to Fuel Exceptional Customer Experiences thumbnail

Bots, and the underlying AI that drives them have become increasingly popular in many Customer Experience and contact center circles and for good reason..

Bad Customer Complaint Handling Can Ruin a Brand’s Reputation

Bad Customer Complaint Handling Can Ruin a Brand’s Reputation thumbnail

The story of what happened when one single dissatisfied customer went out of his way to tell the world about his bad experience..

How a Rapid CX Response Can Save Lives

How a Rapid CX Response Can Save Lives thumbnail

Customer experience can be one of the most crucial aspects of a corporation since it is one of the few direct gateways between the brand and the customer..

Why You Can’t Have CX Without EX

Why You Can’t Have CX Without EX thumbnail

When companies spend time ensuring their employees are engaged, the results speak for themselves..

The Expanding Career Path Beyond the Contact Centre

The Expanding Career Path Beyond the Contact Centre thumbnail

The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business..

5 Questions to Ask Before Putting AI into Practice and a Checklist for Success thumbnail

Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes..

Utilita Deploys Thoughtonomy Digital Workers to Enhance Customer Service thumbnail

Utilita has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient..

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