Guide to Improving Customer Service and Experience

Guide to Improving Customer Service and Experience thumbnail

Whether you own a restaurant or are building a tech start-up you think will be the next big thing, customer service is historically a big part of a company’s success..

How Great Company Culture Can Lead to Better Customer Service

How Great Company Culture Can Lead to Better Customer Service thumbnail

Great company culture can be hard to define, but you know it when you feel it. There’s a certain atmosphere at companies with great cultures – a feeling that anything is possible..

Rentokil Initial Embarks on Global Digital CX Project with Sabio Group thumbnail

Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries..

PCI Pal Extends G-Cloud Certification

PCI Pal Extends G-Cloud Certification thumbnail

PCI Pal, the global SaaS provider of secure payment solutions, has certified as an approved supplier on the Government’s G-Cloud 13 procurement framework..

The State of Customer Experience in Financial Services: Where Do We Go From Here? thumbnail

Financial services leaders are increasing their focus on digital-first initiatives to optimize the customer experience and increase retention and loyalty – a trend that emerged out of the pandemic and is here to stay..

Aligning Workflows with the Customer Journey

Aligning Workflows with the Customer Journey thumbnail

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently..

Market-defining Gartner Analyst Jim Davies Joins Calabrio as Chief Experience Officer thumbnail

Jim Davies, the former Gartner analyst who helped define and nurture workforce optimisation (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions has joined Calabrio..

JWH Tanks Boosts Growth by 35% with BigChange Digital Transformation thumbnail

J W Hinchliffe (Tanks), a specialist in fuel tank services, has boosted its annual turnover by 35 per cent following the introduction of a BigChange job management system..

Customer Service Heroes: Companies That Go the Extra Mile

Customer Service Heroes: Companies That Go the Extra Mile thumbnail

We all need a hero—someone who, by their actions, can inspire us to do better. To be better. The five companies I profile here are are reaping the financial benefits of making customer service a top priority..

New Hammer Contact Center Testing Capabilities Pinpoint CX Failures at Scale thumbnail

Hammer, a global leader in end-to-end contact center testing and CX assurance solutions, today announced new capabilities for its VoiceWatch automated CX quality testing and monitoring platform..

Take Your Experience Strategy to a Totally New Level: TX thumbnail

Larry Mead, vice president of experience transformation at TTEC Digital gives seven tips for designing and orchestrating a Total Experience (TX) strategy.

Tipping Point Pressure: 60% Of Customer Service Managers Say This Will Be the “Toughest Winter Yet” thumbnail

New research from Limitless finds sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays..

Waterfield Tech Research: Customer Experience Leaders Lag Significantly in Deploying Conversational AI thumbnail

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center..

Contact Centres Impact Customer Loyalty: 5 Ways to Turn Agents into Brand Guardians thumbnail

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff..

Reputation Appoints Liz Carter as Chief Marketing Officer

Reputation Appoints Liz Carter as Chief Marketing Officer thumbnail

Reputation, the global leader in reputation experience management, today welcomes Liz Carter as its new Chief Marketing Officer. Liz will lead Reputation’s global marketing organization through its next phase of growth..

Air Europa Chooses PCI Pal to Enhance Contact Centre Payment Processes thumbnail

PCI Pal, the global SaaS provider of secure payment solutions for business communications, has implemented PCI Pal Agent Assist into Air Europa’s global contact centres..

Qualtrics Announces Consumer Trends That Will Shape 2023

Qualtrics Announces Consumer Trends That Will Shape 2023 thumbnail

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. Access your copy of the report here..

Zenarate Releases 2022 CX Leaders Trends & Insights, Consumer Edition Report with Execs In The Know thumbnail

Zenarate, the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report..

Sabio Group’s ‘makepositive’ Secures Digital Infrastructure Builder CityFibre on Multi-Year Contract thumbnail

Sabio Group’s Salesforce CRM consultancy business, ‘makepositive’, has secured a multi-year contract with CityFibre, the UK’s largest independent full fibre platform..