For a company to be successful and profitable, it needs to sell great products, offer amazing customer service and have loyal customers. But above all else, it needs to have a team of highly engaged employees..

Excellent customer service is one of the most fundamental aspects of any business. It’s also one of the areas that can always be improved on, regardless of how good we might think we are at it..

Too many organisations underestimate the power of voice and yet it continues to be the building block of customer engagement. Kris McKenzie at Calabrio suggests the secret to success lies in blending voice..

By adopting tools like AI, big data, and data analytics, businesses can gain valuable insights about their customers in order to personalize and significantly improve their in-store experiences..

Dan Slavin, CEO and co-founder of CodeBroker explains why handling customer complaints and appeasing customers plays an important role in avoiding negative reviews and reputational damage..

There are many reasons why you might want to outsource to the call center market. You may be new to outsourcing and wondering how exactly this service can help you. This short guide can help..

It’s difficult to find a program that allows you to focus on customer service only at the master’s or bachelor’s levels. A Master of Business Administration (MBA), which is a graduate-level program, may be the best choice..

Innovative retail technology has transformed the way people shop, both online and in store. From new ways to pay, to a strong focus on user experience design, shopping has evolved for the better..

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms..

Intouch Games looked at five different chatbot vendors before selecting ServisBOT, a conversational AI platform provider that helps businesses create chatbot solutions that automate customer engagements..

Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are 7 ways the financial sector can improve CX..

David Grimes, CEO and Founder of Sorted offers some key tips to retailers on how to reduce high WISMO and WISMR contact rates while at the same improving the customer experience..

Synergy and Customer Service Action are delighted to announce a new multi-year deal that will provide an unrivalled end-to-end customer service proposition and help shape the future of customer service..

Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre.. 

Over 60 per cent of CEOs they believe digital transformation will spur an economic boom in 2021. To capitalise on this, leaders will need to navigate transformation projects with speed and precision..

TheLoops, an intelligent support operations platform, today announced it has closed $8.5 million in a seed funding round led by Dell Technologies Capital, with participation from Tidal Ventures and Westwave Capital..

New whitepaper by PCI Pal explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0..

Smooth and quick shipping is essential to ecommerce business success. Implementing effective shipping strategies will satisfy customers and keep them coming back for more..