The Helpdesk KPIs You Need to Maximise Your Customer Support

The Helpdesk KPIs You Need to Maximise Your Customer Support thumbnail

Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform their service results..

Ventrica Announce Jamaica Launch

Ventrica Announce Jamaica Launch thumbnail

Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay. Ventrica is first British-based BPO to open in Jamaica..

Top 5 Ways to Boost Customer Experience on Your eCommerce Website thumbnail

In the aftermath of the Covid-19 outbreak customer buying has behavior has shifted from traditional shopping to online shopping or pickup in-store. Here are some ways to improve the customer experience..

Resilience And Risk Management in Customer Service

Resilience And Risk Management in Customer Service thumbnail

How can flexibility and risk management work as a competitive advantage and make your company grow through resilience in turbulent times? Customer service is crucial in this equation..

Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates thumbnail

Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP..

High Five! PCI Pal Celebrates Shortlisting in Five Payment Industry Award Categories thumbnail

PCI Pal – the global cloud provider of secure payment solutions for business communications – has been announced as a finalist in no less than five categories across two payment industry award programmes..

The Secret to Top Quality Customer Service? Putting Consumers in the Driving Seat thumbnail

Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly..

BigChange Mobile Workforce Technology Drives Business Growth for Brewster Bros thumbnail

Recycled aggregates and waste management specialist Brewster Bros. has doubled its business with the help of the latest mobile workforce management technology from BigChange..

Reuters Events Customer Service & Experience 2021: Free Live Pass thumbnail

Customer Service & Experience 2021 takes place October 5-6th and is committed to showcasing the world’s most customer-centric leaders. This is the last chance to register for your free pass!

PCI DSS: Why It Pays to Comply

PCI DSS: Why It Pays to Comply thumbnail

PCI DSS was created to protect consumers and merchants against security breaches.  Robert Crutchington at Encoded explains why it pays contact centres to be PCI DSS compliant..

Inspiring Ways to Create a Customer-Focused Experience within Retail thumbnail

By using a reliable and modern contactless card reader, you’ll be able to streamline the payments process, serve your customers quickly, highlight your efficiency, and focus on customer satisfaction simultaneously..

8 Strategies To Increase Customer Loyalty For Your Business thumbnail

Many businesses focus their marketing efforts on acquiring new customers. But while customer acquisition is important, customer retention is even more important. Learn more in this article..

Appreciate Launches the ‘Big Thank You’ Reward Incentive thumbnail

Top corporate gifting company Appreciate Business Services has launched the ‘Big Thank You’ – a dedicated campaign to get UK businesses and organisations saying thanks to customers and clients..

How Companies Communicate with Customers: Problems, Trends, Solutions thumbnail

Previously, the only means of communication between the company and the client were telephone and fax. Today, the choice of communication channels is wider than ever. A variety of communication channels simplifies..

Risks Customer Services Teams Face

Risks Customer Services Teams Face thumbnail

The top four process risks that customer service teams should be aware of include disgruntled clients, insufficient information systems, training, and warranty. Here is an overview of these risks..

Webinar: Fuelling Growth in 2022 – Technology, Collaboration, Strategy thumbnail

Join 1000+ leaders in this free Reuters Event webinar to explore how to address post-pandemic challenges like rapid digitization, using technology to drive growth, and evolving roles. Join live or get on-demand access..

Increase Customer Satisfaction Scores with Knowledge Management thumbnail

Customer satisfaction can be defined as how happy customers are with a company’s products, services, and capabilities. Learn how a Knowledge Management system can help keep your customers satisfied..

The Right Technology Solutions for Tech Support

The Right Technology Solutions for Tech Support thumbnail

Lance Rosenzweig, CEO at Support.com reveals how customer support services delivered by a global home-based workforce and supported by state of the art technology can provide customers with a better experience..

Navigating the ‘Pingdemic’ with Flexible CX Teams

Navigating the ‘Pingdemic’ with Flexible CX Teams thumbnail

The ‘pingdemic’ has caused widespread disruption and staff shortages. Roger Beadle, CEO and Co-founder of Limitless explains how brands can best manage their customer service teams during such unforeseen events..