Omer Molad, Co-founder and CEO at Vervoe believes that by doing your due diligence and choosing an appropriate skills test, you can determine if candidates possess the right levels of empathy and resilience..

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices..

Not only is it vital to keep customers informed, but it is also critical that businesses make it as easy as possible for consumers to reach them. Nick Millward, VP Europe at mGage, now part of Kaleyra explains..

Home services company SES Home Services is undertaking a business-wide digital transformation project using cloud-based field service management technology from BigChange..

A recent study from LoyaltyLion has found that if retailers can create emotional connections with their customers, they will see a greater ROI from their marketing investment..

While most businesses could continue working from home, the hospitality industry was left dwindling throughout lockdown. Pubs, bars and restaurants closed their doors, and many companies lost revenue..

Adam Bromage-Hughes, Technical Director at Encoded takes a closer look at the Payment Services Directive, PSD2 and discusses why SCA is so important for companies and customers..

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..