The customer need for support and reassurance has only increased over the last few years — a trend that’s unlikely to change. This demand has left support teams feeling overwhelmed and stretched thin..
One-time passcodes or OTPs sent to mobile phones are the cornerstone of many organizations’ customer authentication strategies. This is in large part due to the positive reputation it has with consumers..
Contact centre solutions disruptor, EvaluAgent launches industry leading AI capabilities for quality management teams and performance improvement leaders..
With the launch of a new AI service for call centre agents, ASAPP has called the death of the dreaded canned responses from chatbots, messages and text that has often frustrated consumers..
At a time when credit card and bank customers in Canada are using financial institution mobile apps and websites more than ever, overall satisfaction with those digital experiences is in decline..
As contact centres embrace the world of remote and hybrid working, Rob Crutchington, MD of Encoded, discusses how the cloud, open banking and SCA regulations help protect the customer, agents and merchants..
When employees are empowered, they have the authority to make decisions—to bend and break the rules—on the spot to take care of a customer. Learn more in this article by customer service strategist, John Tschohl..
If you pay attention to your customers’ needs and questions, and you work hard on making them feel special, you should have no difficulties attracting more customers to your events..
From providing knowledgeable support staff to allowing customers to easily contact them, Apple goes above and beyond to ensure their customers are happy. For inspiration, check out these examples from Apple!
If your business offers goods or services to individuals within the EEA or monitor the behaviour of individuals in the EEA, then you need to comply with the EU GDPR in respect to data processing..
With proactive monitoring of customer health scores, CX teams can resolve issues that lead to dissatisfied customers before they hit the crisis point. Palak Dalal Bhatia, founder and CEO of IrisAgent explains how..
The use of artificial intelligence (AI) in the recruitment process has benefited the hiring practices of many customer service organizations. This is made possible by streamlining the screening of candidates..
Leading global provider of customer experience (CX) and business solutions, Webhelp, has been chosen by The Sandbox, a leading decentralized gaming virtual world as a partner to help build community engagement..
In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications..
Zenarate AI Coach continues to transform how the world’s leading brands and services use AI Conversation Simulation to develop top-performing agents in 12 languages around the world..
PCI Pal, the global provider of secure payment solutions, today releases a comprehensive white paper with Servadus, and Verizon Business Group, Professional Services, mapping the contact centre landscape..
When times are hard for customers, high quality support is an absolute imperative. Carly Freeman, Head of Customer Services at Insite Energy, shares key lessons learned while helping people at the sharp end of a crisis..
If you’re a real estate agent then you want your clients to have a positive experience when working with you, so they will come back again in the future. Here are 15 ways to improve real estate customer service..
Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving..
