Incident Management KPIs and Other Critical Metrics for ITIL thumbnail

Downtimes can affect your business in many ways, including reduced productivity, customer frustrations, and lost work hours, making incident management a critical part of any business..

HammerRTC for Amazon Connect Now Available

HammerRTC for Amazon Connect Now Available thumbnail

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer..

5 Ways to Use Instagram Marketing to Improve Your Customer Service thumbnail

Fast-paced and people-centric platforms like Instagram provide companies with a convenient opportunity to serve and delight their customers. It’s also a great way to showcase your unique brand personality..

How to Get and Keep the Best Customer Service Managers thumbnail

Recruiting and retaining the best customer service managers is critical if we want to grow as a company. Customers are more likely to switch to another company if they do not feel their needs are being met..

National Express Improves Security and Flexibility With 8×8 and PCI Pal thumbnail

National Express has chosen the 8×8 XCaaS integrated cloud communications and contact centre solution to help employees stay engaged, productive, and efficient regardless of work location..

Simulation Training Takes Hold in Customer Service Centers thumbnail

Simulation training, which helps customer service agents prepare to deliver superior service, is one of the fastest-growing training approaches. Brian Tuite, CEO and Co-founder of Zenarate, explains..

The Wine Society Selects Secure Automated Payments from Encoded thumbnail

Encoded has announced that The Wine Society has successfully implemented its Gateway Services, Agent Assisted and E-Commerce Payments technology to meet increased demand as orders soared..

Qualifications and Skills for a Career in Customer Service Management thumbnail

Customer service managers are responsible for overseeing customer service in an organization. Here, we discuss the skills and qualifications that are needed for the position..

Verint Research Reveals What Really Matters to Consumers  in their Physical and Digital Shopping Experiences thumbnail

Over the past two years, retailers have invested a significant amount of time and money to create exceptional digital experiences as consumers embraced a new way of interacting with their favorite brands..

E-Commerce Payments: 5 Ways to Reduce Costs

E-Commerce Payments: 5 Ways to Reduce Costs thumbnail

Rob Crutchington at payment service provider Encoded discusses how choosing the right gateway services solution can help increase e-commerce transactions, reduce costs and improve customer experience (CX)..

Virtual Design and Collaboration in Lockdown Enhances the Customer Experience thumbnail

Yorkshire Building Society has a new look uniform designed to enhance the customer experience. It’s their first custom designed uniform and it was developed entirely during lockdown, when no-one could meet..

ITS Group Release Cloud-Based Customer Service Feedback Solution thumbnail

ITS has announced the release of evalyou8, the software solution designed to capture customer feedback. evalyou8 allows the creation of a link that can be placed anywhere you would like to capture feedback..

What Renters Think of High Rent Prices

What Renters Think of High Rent Prices thumbnail

We used our own social listening technology and applied natural language processing to comb through customer ratings and reviews to see what renters think about rent price and their housing providers, or landlords..

For AEC Firm UMC, Robust ROI Follows Fast CRM Implementation thumbnail

A thorough due diligence process led UMC to choose Unanet CRM by Cosential, a solution purpose-built for architecture, engineering, and construction (AEC) firms, and one that is highly rated by users..

Why the Customer Journey Should Be a Continuous Process thumbnail

Janine Hunt, client partnership director at customer service expert Kura, discusses why a continuous good experience is so important and how you can deliver an experience that customers remember..

BigChange Drives Expansion at Grounds Maintenance Company Greenskape thumbnail

Specialist grounds maintenance company Greenskape is using field service management software from BigChange to underpin ambitious plans to triple its business..

Five Predictions For 2030: Real Life Service In A Virtual World thumbnail

Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery..

Reputation Unveils 2022 Property Management Report Findings and Rankings thumbnail

Reputation, the global leader in reputation experience management (RXM), announced findings from its 2022 Property Management Reputation Report, which analyzed nearly 600,000 reviews..

6 Tips to Help Reduce the Pressure on Your Customer Service Team thumbnail

You can implement several things as a business owner or manager to help reduce the pressure on your customer service team and ensure that they can provide quality service to your customers..