How Do I Know If I Am Driving the Benefits of My Workforce Management Solution? thumbnail

Implementing a workforce management (WFM) solution can transform your organisation’s efficiency, productivity, and cost management. Jim Fleming, WFM Solutions Consultant at Sabio Group, looks at the benefits..

3 Big Picture Ways to Reduce Customer Service Requests in eCommerce thumbnail

Managing a high volume of customer service requests definitely isn’t easy—you’ll know yourself just how time-consuming and costly it can be. But thankfully, there are ways to reduce the volume of requests you receive..

Smoking Among Women in Customer Service: Why It Happens and How to Stop It thumbnail

Research from around the globe finds that women in customer service are at a higher risk of emotional burnout, making them more likely to smoke and run into various health risks..

Specialised Fire & Security Detects a BigChange in Customer Service thumbnail

Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app..

Is Automating CX the Key to Customer Retention?

Is Automating CX the Key to Customer Retention? thumbnail

Dialling the number for a company call centre is unlikely to be your first choice of outreach nowadays, especially for younger generations, but many of us will remember when that was the only option..

Who Gets It Right? The Best and Worst in Global Customer Service thumbnail

A new study by Face For Business has revealed which of the world’s most profitable companies are delivering the best, and worst, service according to their own customers. Here’s what they found..

Overcoming the AI Adoption Chasm

Overcoming the AI Adoption Chasm thumbnail

As we all know, AI will revolutionise customer experience (CX) – yet research shows under 5% of CX-focused AI initiatives actually reach any sort of significant scale. Kevin McGachy, Head of AI Solutions at Sabio explains..

Exploring Effective Customer Service Training Tech That Drives Real Results thumbnail

Attaining and sustaining high levels of customer satisfaction needs more than just basic training. In this article, we’ll discuss some of the most effective and advanced customer service training technologies of today..

To Tip or Not to Tip: Why Diners are Opting Out of Service Charges thumbnail

A revealing study shows that more than 20% of UK diners are dodging the optional service charges that appear on their bills. Skyrocketing living costs and disappointments in service standards are leading factors..

The Double-Edged Sword of Voice Cloning

The Double-Edged Sword of Voice Cloning thumbnail

AI-powered voice cloning technology is revolutionizing customer experience across industries, as this cutting-edge technology enables businesses to create synthetic voices nearly indistinguishable from human speech..

How to Prepare for a Customer Service Manager Position and Showcase Your Key Skills thumbnail

You know your skills need to be top-notch, but how do you refine and effectively showcase them? This article will help you prepare for the role of customer service manager and demonstrate your competence..

Hotel Shangri-La Tops Singapore’s Customer Service Rankings thumbnail

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors..

Customer Service Apprenticeship Program Celebrates Sustained Achievement thumbnail

Middlesbrough College, Northern Skills, and Sage have partnered to create an award-winning apprenticeship program with a core focus on refining customer service skills..

How Behavioral Interviewing Improves Customer Support Hiring thumbnail

CSRs are vital resources for businesses focused on customer satisfaction because this role directly affects customer experiences, loyalty, and success. That’s why companies are using behavioral interviewing techniques..

Employee Engagement Strategies for the Modern Workplace thumbnail

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. This article will discuss six key strategies that can be used to enhance employee engagement..

Top-Rated Banks for Customer Service – Guess Who Tops the List? thumbnail

Monzo has been rated the best bank for individuals and businesses in the UK, according to the results of the annual banking survey conducted by the Competition and Markets Authority (CMA)..

Former Monzo Team Secures £2.8M to Develop Human-like AI Customer Service Agents thumbnail

Gradient Labs, an AI-driven customer service startup established by former Monzo employees, has successfully raised £2.8 million in a seed funding round led by LocalGlobe..

Kapture CX Unveils Self Serve 2.0 to Boost AI-Powered Customer Service thumbnail

Kapture CX has introduced Self Serve 2.0, an advanced AI-driven customer self-service solution designed to transform the customer service landscape. Self Serve 2.0 aims to alleviate the workload on human agents..

Morrisons and Asda Revamp Checkout Experience Following Customer Feedback thumbnail

Morrisons is removing some self-checkouts from stores after realizing they went too far with the technology, aiming to re-evaluate the balance between self-service and staffed checkouts..