PCI Pal’s ‘Keep Calm and Simplify’ Podcast Discusses PCI DSS 4.0 thumbnail

PCI Pal has launched a new podcast on its ‘Secure Payments’ channel that covers the intricacies and actions required following the release of the updated PCI DSS standard, PCI DSS version 4.0..

Five Smart Ways to Collect Customer Feedback

Five Smart Ways to Collect Customer Feedback thumbnail

As a business owner or customer service manager, you’re likely hyper-aware that customer feedback is the single-most critical factor in success. Here are five ways to effectively collect customer feedback..

Educating Your Team About Online Security Against Ever-Evolving Threats thumbnail

From 2020-2022, a combination of global events brought about significant disruptions to society and business that will take time to overcome. But not all these disruptions were harmful..

Localz Adds Confirmation, Cancellation and Rescheduling Capabilities to Its Customer Engagement Solution thumbnail

Localz, leading experts in last mile location and messaging technology, just announced a new module, Manage My Appointment, enhancing its customer-centric product portfolio..

Six Reasons to Take Another Look at IVR

Six Reasons to Take Another Look at IVR thumbnail

Rob Crutchington at Encoded, discusses the rise of self-service payments and why it is time to take look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions..

Legacy Systems and Lack of IT Know-How Hindering CX

Legacy Systems and Lack of IT Know-How Hindering CX thumbnail

As consumers demand greater services through digital channels, it’s time for organisations to turn their strategic attention towards a differentiated customer experience. Richard Farrell, CIO at Netcall explains..

How Marmalade Insurance Has Utilised Customer Feedback Software to Help Improve CSAT and Increase Their Net Promoter Score thumbnail

An unerring focus on the customer has been a key element of Marmalade’s success. Part of this approach is their customer feedback process, which they introduced in 2020 with the help of software provider CustomerSure..

Keeping Teams Jolly as the Holiday Season Approaches

Keeping Teams Jolly as the Holiday Season Approaches thumbnail

While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack..

Calabrio Welcomes SaaS Experts Daniel Maier and Ryan Toben to Further Develop Revenue Acquisition and Customer Success Initiatives thumbnail

Calabrio, the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations..

Black Friday: Is the Humble SMS the Secret Weapon for Brands Managing Customer Service Volumes This Year? thumbnail

Black Friday is a time of year when consumers can get the best deals for the things they want. James O’Hare, managing director of LINK Mobility, says great communications will be critical..

Iris Audio Technologies Appoints Neil Titcomb as SVP Global Sales thumbnail

IRIS Audio Technologies, the team behind the AI-powered voice isolation softwareIRIS Clarity, has appointed Neil Titcomb as SVP Global Sales. Neil brings over 25 years experience in CX and sales leadership..

How to Craft a Winning Customer Service Strategy Using Self Serve thumbnail

Raghavendra Rao, Director of Customer Excellence at Sprinklr, outlines three steps to build a customer service strategy centered around self-service..

Calabrio Appoints New Leader of Customer Service & Support Team thumbnail

Calabrio, the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture..

15 Ways Translation Services Can Help Deliver Exceptional Customer Service thumbnail

In order to provide an excellent customer experience, businesses need to employ a variety of strategies – and offering translation services to your customers is one of them..

How AI-Enabled Self-Service Is Easier Than You Think

How AI-Enabled Self-Service Is Easier Than You Think thumbnail

When a customer has a problem, often the best experiences are when they can solve it themselves. Fraser Doig, Associate Product Marketing Manager at RWS, explains the benefits of semantic AI..

How Can Decision Engines Help Enhance Customer Service Levels? thumbnail

Customers want a service that is immediate, accurate and efficient. A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making..

5 Strategies to Hyper-Personalize the Customer Experience

5 Strategies to Hyper-Personalize the Customer Experience thumbnail

Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. The majority of call centers who have implemented this strategy have exceeded their goals.

Awesome Customer Service from the US Post Office

Awesome Customer Service from the US Post Office thumbnail

John Tschohl encounters awesome customer service from the US Post Office when service superstar Scott Pelton delivers his parcel from Switzerland personally – on the tennis court!

25 Ways Technology Is Revolutionizing the Customer Experience thumbnail

From chatbots to augmented reality, businesses are using technology to create a more seamless and enjoyable customer experience. Here are 25 ways that technology is revolutionizing the customer experience..