Never has speed been more important to your customers—and to people in general—than it is today. Technology has fueled the frenzy, putting access to information and people at our fingertips. John Tschohl reports..

Unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Stuart Dorman, Chief Innovation Officer at Sabio Group explains..

Today’s customer services teams conduct most of their daily operations online. The internet has made it much easier to connect with customers and solve their problems, but it also poses some unique security risks..

Strong team collaboration is essential to enhance efficiency and provide a better experience to the customer. Here are the top five benefits of team collaboration for a business’ customer service..

Downtimes can affect your business in many ways, including reduced productivity, customer frustrations, and lost work hours, making incident management a critical part of any business..

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer..

Fast-paced and people-centric platforms like Instagram provide companies with a convenient opportunity to serve and delight their customers. It’s also a great way to showcase your unique brand personality..

Recruiting and retaining the best customer service managers is critical if we want to grow as a company. Customers are more likely to switch to another company if they do not feel their needs are being met..

National Express has chosen the 8×8 XCaaS integrated cloud communications and contact centre solution to help employees stay engaged, productive, and efficient regardless of work location..

Simulation training, which helps customer service agents prepare to deliver superior service, is one of the fastest-growing training approaches. Brian Tuite, CEO and Co-founder of Zenarate, explains..

Encoded has announced that The Wine Society has successfully implemented its Gateway Services, Agent Assisted and E-Commerce Payments technology to meet increased demand as orders soared..

Customer service managers are responsible for overseeing customer service in an organization. Here, we discuss the skills and qualifications that are needed for the position..

Over the past two years, retailers have invested a significant amount of time and money to create exceptional digital experiences as consumers embraced a new way of interacting with their favorite brands..

Rob Crutchington at payment service provider Encoded discusses how choosing the right gateway services solution can help increase e-commerce transactions, reduce costs and improve customer experience (CX)..

Yorkshire Building Society has a new look uniform designed to enhance the customer experience. It’s their first custom designed uniform and it was developed entirely during lockdown, when no-one could meet..

ITS has announced the release of evalyou8, the software solution designed to capture customer feedback. evalyou8 allows the creation of a link that can be placed anywhere you would like to capture feedback..

We used our own social listening technology and applied natural language processing to comb through customer ratings and reviews to see what renters think about rent price and their housing providers, or landlords..

A thorough due diligence process led UMC to choose Unanet CRM by Cosential, a solution purpose-built for architecture, engineering, and construction (AEC) firms, and one that is highly rated by users..