What Is Quiet Quitting and Why Is It an Issue in Customer Service? thumbnail

The world of work is currently going through a really volatile period. Stephen Holliday, CEO and Founder of Level, looks at the problem of ‘quiet quitting’ and what organizations can do to address it..

Ipswich Team Powers to European Prizes for Putting Customers First thumbnail

UK Power Networks triumphed at the European Contact Centre and Customer Service Awards (ECCCSA) in London this week, beating many household names to win Large Contact Centre of the year..

The Angry Customer Protocol and Call Center Interactions thumbnail

Working in a call center can be tough, especially when you are dealing with difficult customers. Eric Harne, 911 Communications Consultant and writer introduces the Angry Customer Protocol (ACP)..

Perfect your CX Strategy with Remote Visual Assistance

Perfect your CX Strategy with Remote Visual Assistance thumbnail

In today’s business world, remote strategies are becoming a common solution for customer support. In this article, Streem explain how to provide a great customer experience anytime, anywhere..

Transforming Field Service Productivity: Three Trends Have Changed the Game thumbnail

At the height of the COVID pandemic, field services changed in ways that continue to affect how manufacturers and maintainers run their service operations today..

When Was the Last Time You Heard Your Customer’s Voice?

When Was the Last Time You Heard Your Customer’s Voice? thumbnail

Kate Kompelien, Executive Director of CX Strategy and Design at TTEC Digital, explains how to use VoC to understand your customer’s needs across the Total Experience..

The Effect of NFTs on Customer Experiences

The Effect of NFTs on Customer Experiences thumbnail

Today’s business world is being transformed by Non-Fungible Tokens. NFT-integrated brands’ customers can enjoy more personalised services and targeted marketing to some extent of anonymity..

PCI Pal’s New Pay By Bank Innovation Shortlisted for Industry Award thumbnail

PCI Pal, the global SaaS provider of secure payment solutions for business communications, is delighted to announce it has been revealed as a finalist in the 2023 Card & Payments Awards..

Strategies for Scaling Customer Service Teams

Strategies for Scaling Customer Service Teams thumbnail

When a business is ready to scale, it must ensure that its customer service department can grow in tandem. Customer service managers can implement several strategies to support their team’s expansion..

Guide to Improving Customer Service and Experience

Guide to Improving Customer Service and Experience thumbnail

Whether you own a restaurant or are building a tech start-up you think will be the next big thing, customer service is historically a big part of a company’s success..

How Great Company Culture Can Lead to Better Customer Service

How Great Company Culture Can Lead to Better Customer Service thumbnail

Great company culture can be hard to define, but you know it when you feel it. There’s a certain atmosphere at companies with great cultures – a feeling that anything is possible..

Rentokil Initial Embarks on Global Digital CX Project with Sabio Group thumbnail

Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries..

PCI Pal Extends G-Cloud Certification

PCI Pal Extends G-Cloud Certification thumbnail

PCI Pal, the global SaaS provider of secure payment solutions, has certified as an approved supplier on the Government’s G-Cloud 13 procurement framework..

The State of Customer Experience in Financial Services: Where Do We Go From Here? thumbnail

Financial services leaders are increasing their focus on digital-first initiatives to optimize the customer experience and increase retention and loyalty – a trend that emerged out of the pandemic and is here to stay..

Aligning Workflows with the Customer Journey

Aligning Workflows with the Customer Journey thumbnail

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently..

Market-defining Gartner Analyst Jim Davies Joins Calabrio as Chief Experience Officer thumbnail

Jim Davies, the former Gartner analyst who helped define and nurture workforce optimisation (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions has joined Calabrio..

JWH Tanks Boosts Growth by 35% with BigChange Digital Transformation thumbnail

J W Hinchliffe (Tanks), a specialist in fuel tank services, has boosted its annual turnover by 35 per cent following the introduction of a BigChange job management system..

Customer Service Heroes: Companies That Go the Extra Mile

Customer Service Heroes: Companies That Go the Extra Mile thumbnail

We all need a hero—someone who, by their actions, can inspire us to do better. To be better. The five companies I profile here are are reaping the financial benefits of making customer service a top priority..

New Hammer Contact Center Testing Capabilities Pinpoint CX Failures at Scale thumbnail

Hammer, a global leader in end-to-end contact center testing and CX assurance solutions, today announced new capabilities for its VoiceWatch automated CX quality testing and monitoring platform..