Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Wiatt and Jolene A. Lampton look at the state of customer service in the digital age..

NICE today announced the availability of a trial version for its next-generation Automation Studio, expediting enterprise adaption to remote business operations..

Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence..

If you are running an online business, you need to make sure that you are offering the highest levels of customer service possible. Here are 5 tips to keep you focused..

Live chat is now one of the components of virtually any customer support toolset and used by businesses as one of the active customer communication channels…

Silverbear will deliver CRM infrastructure platform built on Microsoft Dynamics that can be scaled in line with the regulatory body’s growth..

Ben Bendall, SEO specialist at Reassured explains how positive customer reviews can help companies grow their digital presence ⁠⁠and business..

A nationwide study commissioned by Eskenzi PR and carried out by OnePoll, observed the attitude amongst the UK workforce towards remote working and the increased use of video conferencing tools. The survey of a thousand individuals found that software such as Skype, Zoom and Teams have helped to lessen the impact of this abrupt change [...]

Europa Contact Centre has appointed John Cole as Head of Sales in its first major appointment since the business came into being last year..

Sand Studio have released an AR camera, screen sharing and real-time voice chat in one app to make remote support easier than ever..

Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing your contact centre..

Antony Jagger, Manager, Customer Solutions, Aptean, looks at some of the challenges associated with mobilising customer services teams in the financial services sector..

How you treat your customers during the COVID pandemic will set the stage for the future. Bryan Horn looks at the way forward after the crisis..

Many service providers have lost sight of what really matters. Steve DiGioia reveals his best strategies for winning back upset customers..

Shep Hyken gives his latest view on the gap between the best customer service performers and most companies today..

Join the next free Reuters Events webinar to hear how real-world customer service leaders are using innovative and efficient strategies to boost customer engagement..

Capital City College Group has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology..

Successful companies strive to support their customers with the best people and more increasingly, the best technology. Here I review OneDesk, a popular customer service solution..