Pandemic Lockdown Has Accelerated Interest in CRM Systems

Pandemic Lockdown Has Accelerated Interest in CRM Systems thumbnail

According to a survey from Workbooks, the number of SMEs looking to adopt a CRM system rose by 16 percent from the previous year and a 30 percent increase from two years ago..

Direct Messaging in Salesforce – the Path to Seamless Business Communication thumbnail

After a tumultuous year, companies are finding themselves at crossroads, dealing with changes triggered by the pandemic not just on the customer side but also within their workforce..

CodeBroker Introduces “CS Resolve” for Customer Service Appeasement thumbnail

CodeBroker today announced CS Resolve, a digital appeasement solution that provides instant value to an unhappy customer, for immediate conflict de-escalation..

Getting Smart About Omnichannel

Getting Smart About Omnichannel thumbnail

The challenge for CX leaders is to build a multichannel communication strategy to reach customers either in a way they want or via channels they prefer. Sharon Smith of Conduent explains..

A 5-Step Checklist for Mastering Enterprise AI

A 5-Step Checklist for Mastering Enterprise AI thumbnail

Artificial Intelligence is here to stay but how do you turn hype into reality?  Abbie Heslop at EBI.AI applies a few real-life lessons to provide CX leaders with a practical pathway to AI success..

10 Tips to Help You Manage Remote Customer Service Agents

10 Tips to Help You Manage Remote Customer Service Agents thumbnail

The customer service industry has been impacted by the move to remote working and this change is not without its challenges. Here are ten tips to help you manage your remote team..

Calabrio ONE Now Available via Twilio Flex Ecosystem

Calabrio ONE Now Available via Twilio Flex Ecosystem thumbnail

Calabrio, the customer experience intelligence company has extended its Twilio partnership, making it effortless to deploy the leading workforce engagement management suite on Twilio Flex..

How to Deliver a Positive Customer Experience Strategy

How to Deliver a Positive Customer Experience Strategy thumbnail

Positive or negative, the customer experience you provide will impact the growth of your business and determine the success or failure of your enterprise..

2021 Predictions on the Future of Voice Technology

2021 Predictions on the Future of Voice Technology thumbnail

As we approach 2021, Michael Tansini at Speechmatics explains how automatic speech recognition can result in better conversations while offering a 360-degree view of customer interactions..

Top 10 Most Annoying Telephone Mistakes

Top 10 Most Annoying Telephone Mistakes thumbnail

Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients.

2021: The High Street Lives on 

2021: The High Street Lives on  thumbnail

As the evolution of the high street continues, Andrew Howell, Global Marketing Director at K3 Business Technologies reveals his predictions for the retail industry in 2021..

Top Tips to Managing a Remote Customer Service Team

Top Tips to Managing a Remote Customer Service Team thumbnail

With the COVID-19 pandemic having sparked an unprecedented surge in remote working, people from all different industries have had to adapt the way they work to be in keeping with the new norms..

7 Ways to Make Sure Your Customers Remember You

7 Ways to Make Sure Your Customers Remember You thumbnail

Providing top-notch service does not have to cost a lot, but it does take time and effort to create a memorable service experience for your customers..

How Will Customer Service Teams Run in 2021?

How Will Customer Service Teams Run in 2021? thumbnail

As 2021 fast approaches, many in the field have begun to wonder what the new year will bring, and how teams will run and start to transition back into the office..

Facemasks, Safety Signs, and Hand Sanitizers Won’t Keep Your Customers thumbnail

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers..

Remote Workforce Management – From Survive to Thrive in 3 Easy Steps thumbnail

It’s time to use the all-round benefits of WFM to ensure your contact centre thrives. Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times..

Contact Center Predictions 2021: Extreme Digital CX Agility thumbnail

Aviad Abiri of NICE examines how service organizations will need to incorporate agility in their functioning to succeed in a constantly changing world..

Nextiva Launches NextOS Platform to Bring Communications and Business Applications to All Companies thumbnail

Nextiva, an industry leader in business communications, introduces the latest release of the NextOS platform, completing its transformation to a true platform company..

Declutter and Optimize Workspaces for Improved Efficiency and Customer Service thumbnail

Did you know that office clutter has a direct impact on how we work? Find out how you can declutter and optimize a workplace for happier employees and customers..