Webinar: Unleash the Full Potential of Your Support Agents thumbnail

Join customer service leaders from Marriott, Home Depot, Leumi Bank and Bold 360 on our latest webinar: Unleash the Full Potential of Your Support Agents..

Teliax Expands Cloud Offerings With New Services From QuandaGo thumbnail

Official global partner to deliver the QuandaGo connected experience platform with Contact Center, Process Automation and Knowledge Management services..

How to Design Your Perfect Customer Service Plan

How to Design Your Perfect Customer Service Plan thumbnail

In an excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl provides a guide to preparing a plan for customer service success..

Smile and the World Smiles With You—Unless It’s Fake thumbnail

Shep Hyken reflects on the importance of a genuine smile when dealing with customers and why as a Customer Service Manager you should ‘hire for attitude’..

How to Self-Audit Your Company’s Customer Experience

How to Self-Audit Your Company’s Customer Experience thumbnail

Kristina Evey looks at ways to identify opportunities that would add more value to your existing processes or systems..

6 Customer Service Mistakes—and How to Overcome Them

6 Customer Service Mistakes—and How to Overcome Them thumbnail

Even the best-oiled customer service machines are bound to malfunction on occasion. When a mistake occurs, how does your business handle the blunder? 

Improve How Your Business Handles Customer Returns

Improve How Your Business Handles Customer Returns thumbnail

Here are some tips to improve how your business handles customer returns, so you can cut down on admin and keep your customers happy..

How to Use the UMPS Method for Positive Customer Interactions thumbnail

In an industry where it’s important to be memorable, Roger Wolkoff explains how the UMPS Method can be used to help close conversations..

Top Customer Service Management Solutions for Your Business

Top Customer Service Management Solutions for Your Business thumbnail

Customer service management is essential for growing a profitable, successful business. Here are some of the top solutions available to customer service managers..

5 Banking Customer Experience Predictions for 2020

5 Banking Customer Experience Predictions for 2020 thumbnail

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020..

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centres thumbnail

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus, discusses how call centres can navigate the options..

Avoid Seasonal Highs and Lows with These Customer Experience Tips thumbnail

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. Peter Mullen at VXI Global Solutions investigates..

Ava the Chatbot Replaces AirAsia Call Centers

Ava the Chatbot Replaces AirAsia Call Centers thumbnail

AirAsia is closing its voice call centers and replacing them with an artificial intelligence powered chatbot called Ava..

Top Five Predictions for Customer Listening in 2020

Top Five Predictions for Customer Listening in 2020 thumbnail

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important..

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..