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..

In a digital-first era, how do organisations show customers they care? Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations..

PCI Pal, the global provider of secure payment solutions, is working closely with Talkdesk to provide a growing list of customers with innovative customer service and security capabilities..

Jason Roos, CEO and Founder of Cirrus Response, looks at the impact of technology on the contact centre market and shares some key data on how technological advancement is viewed by contact centre agents..

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty..

Enterprise search solutions help businesses gain valuable deeper insights into their business data and processes by making more data available and accessible. This can lead to some surprising discoveries and insights..

Calabrio, the customer experience intelligence company, has been positioned in the top category as an Exemplary vendor in Ventana Research’s 2022 Value Index on Agent Management..

The COVID-19 pandemic has shaken businesses across all industries. With that in mind, here we take a look at the essential ways to empower your customer services in the COVID era..

Business conversations continue to center on the value of CX, as it has become the cornerstone of success. Dave Mingle, VP of Customer Experience at Reputation, examines the key trends that will shape 2022..

A centralized knowledge base for customer service powered by artificial intelligence can improve the performance of your support team and the satisfaction levels of your customers by providing easily to find the answers..

DHL Supply Chain is accelerating its business expansion to meet a boom in demand while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya OneCloud technologies..

AI, ML and NLP are altering how businesses communicate with their consumers. Here are some of the ways you can expect artificial intelligence to shape customer service in 2022 and beyond..

The best customer experiences blend speed and convenience with the human touch.  Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations..

Hinduja Global Solutions (HGS) (listed in BSE & NSE) today unveiled a new brand identity for its ongoing evolution into a digital-led, people-driven organization that is transforming customer experiences (CX)..