The State of Customer Service Report: 500+ leaders benchmark their support thumbnail

The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals..

A Positive Customer Experience by Tailoring Communications

A Positive Customer Experience by Tailoring Communications thumbnail

Konstantin Selgitski, Chief Marketing Officer at Apifonica explores how to make it easier for customers to get what they want, when they want and to ensure a positive customer experience..

How to Reduce Customer Friction

How to Reduce Customer Friction thumbnail

One of the most important ways to improve the customer experience is to make it easier for customers to do business with you. Shep Hyken explains..

Stop Blaming Your Agents for Call Center Breaches

Stop Blaming Your Agents for Call Center Breaches thumbnail

No matter what the industry, consumers trust organizations to look after their data. No more so when dealing with agents and customer service representatives who have access to vast amounts of sensitive data..

Christmas Customer Service: Preparing for the Busiest Season of the Year thumbnail

With Christmas just around the corner, it’s time for retailers to gear up and manage one of the most important sales periods in their calendars, Christmas..

10 Key Customer Experience Trends for 2019

10 Key Customer Experience Trends for 2019 thumbnail

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond..

Give Your Customers the Gift of Live Engagement This Christmas thumbnail

Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace..

Four Ways to Increase Meaningful Interactions with Your Customers thumbnail

Mandy Holford, customer service director, looks at how enhancing customer experience could further benefit the utilities industry..

Implementing a Robust Customer Service Training Program

Implementing a Robust Customer Service Training Program thumbnail

Any business that wants to grow and succeed should always be working towards perfecting their customer experience and focusing on creating effective customer service training programs..

Tortoise or Hare – Which One Best Describes Your Contact Center? thumbnail

According to Carlos Muňoz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates..

Don’t Forget to Connect Customer Service Week with Strategy thumbnail

Learn how to use Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service..

Serving as a Real Kitty: How to Give Authentic Customer Service thumbnail

As we celebrate Customer Service Week, Chip Bell reflects on how we can bring more authenticity to the workplace all year round..

Do You Have Customer Service DNA?

Do You Have Customer Service DNA? thumbnail

Some people are just naturally good at providing great customer service. But are they born with it, or do they learn it? How do they recognize this is what they are good at? Shep Hyken has the answers..

How to Create Customer Journey Maps That Work

How to Create Customer Journey Maps That Work thumbnail

Many organizations are using customer journey mapping to understand and improve the customer experience. Here is a structure that can add clarity and power in the process..

Conversational Process Automation: Understand and Resolve Customer Intent Cost-Effectively thumbnail

Learn how a recent innovation called Conversational Process Automation is truly making it possible to understand customer intent, and do so cost-effectively..

3 Reasons to Listen to Your Front-Line Employees

3 Reasons to Listen to Your Front-Line Employees thumbnail

It’s important to appreciate and listen to front-line employees. Errol Allen lists his top three reasons not to take your customer service heroes for granted..

The Missing Sentiment Analysis from Contact Centre Data thumbnail

Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis..

Why Your Customer Experience Must Include Empathy

Why Your Customer Experience Must Include Empathy thumbnail

We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers..

Technology to Help Mobile Salespeople Ace Their Customer Service thumbnail

Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal..