It’s time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance..

Customers have higher expectations for customer service compared to one year ago which has left many organizations reviewing their operations to meet targets..

Organizations that understand the critical role employees play truly understand “customer experience”. Inspired employees deliver unforgettable experiences for customers..

Knowing you need to transform your Customer Experience and actually changing it are two entirely different things. Are you ready to be a CX disruptor?

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Myra Golden explains..

According to Forrester Research some 77% of U.S. adults say that valuing their time is the most important thing a company can do to provide them with good service..

In 2018 it was predicted that chatbots would be controlling the customer experience. This prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers in 2019..

We often oversimplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens. Now is the time to refocus on your customers..

A new report lifts the lid on the top issues causing blocks to successful remote working – which can result in up to 100 minutes in lost productivity or 23 per cent of a daily shift..

As we start the new year, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his customer experience predictions for 2019..

The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals..

Konstantin Selgitski, Chief Marketing Officer at Apifonica explores how to make it easier for customers to get what they want, when they want and to ensure a positive customer experience..

One of the most important ways to improve the customer experience is to make it easier for customers to do business with you. Shep Hyken explains..

No matter what the industry, consumers trust organizations to look after their data. No more so when dealing with agents and customer service representatives who have access to vast amounts of sensitive data..

With Christmas just around the corner, it’s time for retailers to gear up and manage one of the most important sales periods in their calendars, Christmas..

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond..

Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace..

Mandy Holford, customer service director, looks at how enhancing customer experience could further benefit the utilities industry..