By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means..

Gateway Services act as a bridge between merchants, acquirers and banks. The right gateway is the hidden gem of cashflow. Rob Crutchington, CEO of Encoded, outlines the questions to ask your gateway provider..

PCI Pal is pleased to announce that its Chief Information Security Officer (CISO), Geoff Forsyth, has been appointed to the 2023-2025 PCI Security Standards Council Board of Advisors..

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study by the University of Birmingham reveals..

Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. However, the fear, uncertainty and doubt about ChatGPT is rampant. Mike Myer, CEO of Quiq explores..

One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can enhance the customer experience..

Keeping on top of your inventory management responsibilities isn’t always smooth sailing, and so it pays to be prepared for small hiccups and larger scale catastrophes alike. The first step is knowing the challenges..

The goal of customer service is to make customers happy, but the logistics behind it can be costly for businesses, especially when they’re not sustainable. Whether shipping packages to customers or transporting..

Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you..

CCI Kenya is successfully disrupting the African BPO landscape in Kenya and the wider CCI Global across Africa. Here they explain the importance of effective training and development for contact centre staff..

Computer telephony integration (CTI) is revolutionizing the way contact centres are managed around the world. By leveraging existing CRM features, CTI provides a single interface to automate customer interactions..

Claude’s integration with the Zoom platform allows contact center agents to seamlessly transition from AI-assisted interactions to live video calls. This feature is particularly useful for complex inquiries..

In the fast-paced and demanding world of food service, it is crucial for waiters and waitresses to handle customer complaints in a professional and effective manner. Learn more in our essential guide for waitstaff..

Calabrio today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation..

Vulnerable customers require a unique approach, as they often face financial, emotional, or accessibility challenges that can hinder their ability to navigate through various products and services..

Sabio recently interviewed Jennifer Wells, VP of Customer Experience, Transcom. In this interview, Jennifer explains the importance of listening to your advisors and arming them with up-to-date CX technology..

In this article, we will explore the concept of specialized customer service and its importance in meeting the unique needs of different types of customers. We will also discuss some practical strategies..

Here you will learn how to improve customer communication and use technology to reduce bureaucracy and create a pleasant shopping experience. You will make a difference in the marketplace with the proper tools..