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

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..

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..

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

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

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..

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

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..

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..

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..

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, 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..

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..

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

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

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..