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