Wordwatch, a provider of compliance archiving and records management solutions, has uncovered significant challenges faced by organisations in effectively managing their interaction recordings..

Building restoration specialist Ferris has put a BigChange job management system at the heart of its future growth plans. The company has seen a 15 percent growth in turnover and profits since implementing the software..

Implementing a workforce management (WFM) solution can transform your organisation’s efficiency, productivity, and cost management. Jim Fleming, WFM Solutions Consultant at Sabio Group, looks at the benefits..

Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app..

Dialling the number for a company call centre is unlikely to be your first choice of outreach nowadays, especially for younger generations, but many of us will remember when that was the only option..

A new study by Face For Business has revealed which of the world’s most profitable companies are delivering the best, and worst, service according to their own customers. Here’s what they found..

As we all know, AI will revolutionise customer experience (CX) – yet research shows under 5% of CX-focused AI initiatives actually reach any sort of significant scale. Kevin McGachy, Head of AI Solutions at Sabio explains..

Attaining and sustaining high levels of customer satisfaction needs more than just basic training. In this article, we’ll discuss some of the most effective and advanced customer service training technologies of today..

A revealing study shows that more than 20% of UK diners are dodging the optional service charges that appear on their bills. Skyrocketing living costs and disappointments in service standards are leading factors..

AI-powered voice cloning technology is revolutionizing customer experience across industries, as this cutting-edge technology enables businesses to create synthetic voices nearly indistinguishable from human speech..

You know your skills need to be top-notch, but how do you refine and effectively showcase them? This article will help you prepare for the role of customer service manager and demonstrate your competence..

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors..

Middlesbrough College, Northern Skills, and Sage have partnered to create an award-winning apprenticeship program with a core focus on refining customer service skills..

CSRs are vital resources for businesses focused on customer satisfaction because this role directly affects customer experiences, loyalty, and success. That’s why companies are using behavioral interviewing techniques..

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. This article will discuss six key strategies that can be used to enhance employee engagement..

Monzo has been rated the best bank for individuals and businesses in the UK, according to the results of the annual banking survey conducted by the Competition and Markets Authority (CMA)..

Gradient Labs, an AI-driven customer service startup established by former Monzo employees, has successfully raised £2.8 million in a seed funding round led by LocalGlobe..

Kapture CX has introduced Self Serve 2.0, an advanced AI-driven customer self-service solution designed to transform the customer service landscape. Self Serve 2.0 aims to alleviate the workload on human agents..