Speaking the Customer’s Language Through the Pandemic

Speaking the Customer’s Language Through the Pandemic thumbnail

Edmund Ovington, VP at Unbabel, discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs..

Intercom Transforms Customer Support With the Introduction of the Conversational Support Funnel thumbnail

The first-of-its-kind, proven framework shows businesses how to deliver modern, next-generation customer service with conversational support..

Free Webinar: Transform the Way Your Business Responds to Customers Through AI thumbnail

Reuters Events have brought together CX leaders from Starzplay, LoveHoney, Kiwi.com and Sodexo for an exclusive free webinar on how AI is allowing for more accurate, well-informed responses..

Where Are Your Standards? Why Every Company Needs a Director of Customer Experience thumbnail

Bryan Horn talks standards and why he believes it is essential to have a dedicated director with a customer-first mindset leading your operation..

The Types & Benefits of Virtual Experiences [Infographic] thumbnail

Purity, the experiential marketing agency have produced this useful infographic to help inspire new ways of creating virtual experiences in the new reality..

What to Do When Customers Ignore You

What to Do When Customers Ignore You thumbnail

Remember the days when people noticed good customer service, talked about it, and most importantly—rewarded  you for it? Happy customers would return and spread the word..

How to Measure Customer Retention

How to Measure Customer Retention thumbnail

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty..

Calabrio Study Finds Pandemic is Accelerating the Evolving World of Work for Contact Centres thumbnail

Results of a new study released by Calabrio show most contact centres are embracing work changes and expect them to benefit the industry long term..

Logit.io Announce Closer Integration for Azure Event Hub thumbnail

Azure Event Hub users can now easily migrate their logs to one centralised data management platform, eliminating the complexity of logging and data analysis..

Why Adopting Speech Recognition Technology in Your Call Centre Is Easier Than You Think thumbnail

Speech recognition software is becoming a key technology in our everyday lives. Despite this, there are some reservations. Gary Williams investigates..

Why Does Customer Service Software Need Constant Quality Assurance? thumbnail

Quality should be the highest priority for any type of organization, and for providers of customer service software this means constant quality assurance and testing..

7 Must-Have Technology Updates for Quick-Service Restaurants thumbnail

Quick-service restaurants are benefiting from new tools, devices, and applications that improve their efficiency while keeping customer satisfaction high..

5 Mixed Reality Trends for the Future

5 Mixed Reality Trends for the Future thumbnail

Some exciting trends are emerging in the world of Mixed Reality (MR) that could have a major impact on the online customer experience of the future..

The Future of Live Engagement Is Here as Vee24 Launches V11 Intelligent Conversational Experience thumbnail

Vee24, the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement..

Coop Sweden Previews Cooper – an Artificial Intelligence Retail Virtual Assistant by EBI.AI thumbnail

EBI.AI has announced that Coop Sweden, one of the largest grocery retailers in the country, has successfully started to preview its virtual assistant, Cooper. .

Metroline Transforms Field Services with BigChange Tracking and Mobile Working Tech thumbnail

Metroline Fire & Security has implemented a cloud based system that combines back office software with vehicle tracking and a mobile app from Leeds-based BigChange..

3 Winning Strategies for Effective Employee Engagement

3 Winning Strategies for Effective Employee Engagement thumbnail

As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated..

Customer Service on the Utility Sector Frontline During COVID-19 thumbnail

Dan Rhodes, Head of Customer Service at Morrison Utility Services reports on the impact of the pandemic and outlines the organisation’s ‘Every Customer Counts’ program..

Customer Service in the Digital Age

Customer Service in the Digital Age thumbnail

Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Wiatt and Jolene A. Lampton look at the state of customer service in the digital age..