Chrome OS Offers Fully Integrated Solution for Contact Centers thumbnail

Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers. Thomas Riedl, Chrome OS reveals all..

Launching Language Operations (LangOps): A Unified Language Strategy to Unleash Growth thumbnail

Unbabel have been working hard to change the future of language and its impact on your business. They are now introducing a new technology category: Language Operations (LangOps). Learn More..

CX Webinar: Driving Customer Lifetime Value with Effortless Experience thumbnail

This free webinar will seek to provide insight on ways in which we can nurture customer loyalty through providing effortless experiences. Register now to join live or pre-order the recordings direct to your inbox..

Omnichannel eCommerce for SMBs: How to Do It Right

Omnichannel eCommerce for SMBs: How to Do It Right thumbnail

With the advent of online shopping, customers can now buy anything they want from anywhere at any time. As a result retailers have to be increasingly aware of reaching consumers through different channels..

Strategies to Successfully Scale Customer Service

Strategies to Successfully Scale Customer Service thumbnail

So you’ve decided to expand your business—congratulations! Prepare for the next challenge: figuring out how to manage your business growth. You need to be able to deliver to all of your new customers..

Contact Centres Simplified: 3 Ways to Turn Theory into Practice thumbnail

In this final blog in the series, Ross Daniels, Chief Marketing Officer at Calabrio discusses how to turn theory into practice in the contact centre by using the latest Workforce Engagement Management (WEM) solutions..

10 Awesome Customer Support Tips and Examples

10 Awesome Customer Support Tips and Examples thumbnail

Sam Walton, the founder of Walmart famously said “The goal as a company is to have customer service that is not just the best, but legendary”. Here are ten tips to help you delight your customers with legendary service!

The Impact of Knowledge Management for Self Service in Customer Service thumbnail

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled channels..

Loyal Customers Are Worth 22X More Than Average Customers According to New Retail Report thumbnail

Upside launches ‘The Tipping Point of Loyalty’ report, an in-depth and highly detailed analysis that provides retailers with an invaluable understanding of customers’ total spending behaviour across different retail categories..

Late Delivery Is the Number One Complaint Made by Customers to Couriers on Twitter thumbnail

Poor delivery hugely impacts a customer’s overall online shopping experience and new research by delivery software company Circuit finds that late delivery is the number one driver for customer complaints on Twitter..

The Helpdesk KPIs You Need to Maximise Your Customer Support

The Helpdesk KPIs You Need to Maximise Your Customer Support thumbnail

Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform their service results..

Ventrica Announce Jamaica Launch

Ventrica Announce Jamaica Launch thumbnail

Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay. Ventrica is first British-based BPO to open in Jamaica..

Top 5 Ways to Boost Customer Experience on Your eCommerce Website thumbnail

In the aftermath of the Covid-19 outbreak customer buying has behavior has shifted from traditional shopping to online shopping or pickup in-store. Here are some ways to improve the customer experience..

Resilience And Risk Management in Customer Service

Resilience And Risk Management in Customer Service thumbnail

How can flexibility and risk management work as a competitive advantage and make your company grow through resilience in turbulent times? Customer service is crucial in this equation..

Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates thumbnail

Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP..

High Five! PCI Pal Celebrates Shortlisting in Five Payment Industry Award Categories thumbnail

PCI Pal – the global cloud provider of secure payment solutions for business communications – has been announced as a finalist in no less than five categories across two payment industry award programmes..

The Secret to Top Quality Customer Service? Putting Consumers in the Driving Seat thumbnail

Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly..

Reuters Events Customer Service & Experience 2021: Free Live Pass thumbnail

Customer Service & Experience 2021 will be returning to the virtual stage on October 5-6th and the event is committed to showcasing the world’s most customer-centric leaders. Register now for your free pass!

PCI DSS: Why It Pays to Comply

PCI DSS: Why It Pays to Comply thumbnail

PCI DSS was created to protect consumers and merchants against security breaches.  Robert Crutchington at Encoded explains why it pays contact centres to be PCI DSS compliant..