Running a contact centre today is a tricky business but it doesn’t have to be – with the right mindset and a human approach it pays to keep it simple.  Ross Daniels outlines the most common pitfalls..

In this article, Doug Mulvihill, UK marketing manager at call centre software provider Ringover, explores how companies can ensure their call centre service is always a hit with customers..

Hammer, an Infovista company, has announced the appointment of John D’Anna as its new President. The experienced leader will drive and fulfill booming demand for Hammer customer experience assurance..

To help you stay informed and ready to tackle the year ahead, Reuters Events invite you to their latest webinar featuring Nationwide, Omni Hotels & Resorts, Ricoh and Hootsuite. Register now!

Pinnacle Group has transformed its customer experience and increased operational efficiency following the implementation of the latest field service management software from BigChange..

In 2022 CX will continue to be top of mind for companies across verticals. Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond..

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. Key findings highlight the importance of organisations to deliver a truly omnichannel service..

Savvy customer service managers know the compliance risk created by any communication that goes to the wrong recipient. Robert McKay, SVP, Neustar looks at the recently rolled out Reassigned Numbers Database..

Given the impact of the customer experience on purchase behavior, customer service managers need to pay attention to the level of customer assistance they provide. Here are ten tips to help you give great service..

Ross Daniels at Calabrio argues the case for ‘less is more’. Read more in this article to discover three ways to resolve, rather than increase, complexity in contact centres..

The past 18 months have illustrated consumers’ urgent need for flexibility and when they’re the ones dictating terms, you listen. Choosing not to could spell extinction for banks. Mambu’s Eelco-Jan Boonstra, explains..

While there are numerous ways to delight your customers and have them rave about your service to others, here are my top ten tips for providing excellent customer service..

David Singer, Vice President of Product Strategy for Verint, explains why contact centers will need to stay agile to support the evolving needs of customers and employees in the year ahead..

It’s no secret that customer service is a crucial part of any business. Companies that invest in customer service software will experience significant improvements in their overall customer satisfaction and engagement..

The Great Resignation has seen dramatic employee turnover rates. John Tschohl shares some important steps you can take to retain your current employees and attract new ones during these  challenging times..

Lezli Harrell, Vice President at COPC Inc. takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty..

You can answer customer inquiries or complaints manually, but 68 percent of consumers would rather watch videos than browse through articles or infographics to learn about products and services..

When it comes to protecting the privacy of your company’s data, a VPN is essential. Depending on your needs, it can provide a high level of security to your business and its customers..