South Staffordshire District Council: A Case Study thumbnail

The flexibility of the Call Secure Plus solution, powered by PCI Pal has really shown its worth. It is very rare that you design a service and have to go-live with the business continuity plan. Read more in this case study..

Five Ways to Build Agent Confidence in the Contact Centre thumbnail

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips..

Three Highlights from the 2023 Decision Makers’ Guide thumbnail

Rob Crutchington, CEO of Encoded, discusses how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience..

Sabio Group Secures Multi-Year Contract With Journeycall, Part of ESP Group thumbnail

Sabio Group, the digital customer experience (CX) transformation specialist, has secured a multi-year contract with Journeycall to support its digital transformation strategy..

Zenarate AI Coach Simulation Training Helps Startek Develop Confident Top-performing Agents thumbnail

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams..

Polypipe Building Products Utilising Customer Feedback to Propel Growth for Its Underfloor Heating Systems thumbnail

Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, has shared it has been investing in its customer feedback programme..

5 Essential Steps to Improve Credit Card Customer Service thumbnail

Excellent customer service is an integral component of any successful credit card business. It helps create a positive customer experience and increases customer loyalty. Here are five steps to follow..

makepositive Named ‘Leader’ in the ISG Provider Lens™ Salesforce Ecosystem Partners Study thumbnail

makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens™ Salesforce Ecosystem Partners Study for the UK..

Smart Ways Contact Centres Can Achieve More and Regret Less thumbnail

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre.  Magnus Geverts shares 5 budget-friendly strategies..

More Than Twice as Many Consumers Trust Customer Reviews Over Companies Themselves thumbnail

Businesses are being urged to pay attention to their customer review strategy, following new research from Smart Money People, the UK’s dedicated financial services review site..

CDC Draincare Doubles Productivity and Expands Nationally with BigChange thumbnail

CDC Draincare has expanded significantly since introducing new technology from BigChange that wirelessly connects field service engineers to a centralised management system..

Sainsbury’s New Loyalty Scheme: How Does the Supermarket Stack Up for Customer Service? thumbnail

Research from SaaSGenius.com has revealed that while both Sainsbury’s and Tesco are offering cheaper deals to members, each of these grocery suppliers is lagging behind when it comes to customer service..

Team Bonding for Superior Service: Engaging Team Building Ideas for Customer Service Professionals thumbnail

In this article, we will discuss some engaging team-building ideas that can help customer service professionals bond, build trust, and improve collaboration. We will also touch on the benefits of using a Terryberry..

Professionalism in Debt Collection: Essential Skills for Customer Service Personnel thumbnail

Customer service personnel who are responsible for debt collection must be equipped with essential skills to ensure that the process is carried out professionally, efficiently, and effectively..

79% Agree Cloud Toolsets Are Essential for Cloud Contact Center Success thumbnail

SuccessKPI has announced research findings that reveal solution expertise and cloud technology enablers are critical to getting the most from cloud contact center deployments and achieving better business results..

Live Webinar: Drive Customer Insights Into Action With Citizen Watch, Novo Nordisk And Sprinklr! thumbnail

This FREE webinar will explore how to transform data from across digital channels into actionable insights, giving you a single, unified, 360° view of your customers to drive faster, smarter business decisions..

Calabrio ONE is Now Listed on Genesys AppFoundry

Calabrio ONE is Now Listed on Genesys AppFoundry thumbnail

Calabrio has announced that Calabrio ONE  is now listed on the Genesys AppFoundry™, a marketplace of solutions offering a selection of applications and integrations that elevate customer and employee experiences..

How to Use Tech to Upgrade Your Guest Experience

How to Use Tech to Upgrade Your Guest Experience thumbnail

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. This means that providing an exceptional level of customer service is essential..

What Role Do Employers Play in Cultivating an Inclusive Workplace? thumbnail

As our society becomes more globally connected, it is increasingly important to have a workforce that reflects the diversity of the world around us. What role do employers play in cultivating an inclusive workplace?