Customer communication is an integral part of customer service. It’s not just about answering questions and finding solutions, it’s also about learning from customers how you can improve your business’s services better..

Although the skills needed to create engaging and valuable experiences are the same, the reasons why people contact customer service have changed a lot in recent years. Here we look at the topic of sustainability..

Patient portal software is a new tool utilized by health service providers to improve client satisfaction and streamline clinic activities. We take a closer look below at the platform, and its pros and cons..

CX covers every stage of the consumer process and developing and properly deploying data sets will provide you with a clear path forward to inspire your customers and improve the experience..

eDesk and CitizenMe reveal vast majority of UK and US ecommerce customers speak to retailers when an issue arises, offering a chance at redemption – but how businesses manage the problem determines their fate..

Capita today announces that it has signed a contract expansion with Southern Water to provide several new technology solutions to their existing customer service contract..

Together with a comprehensive knowledgebase, many businesses are beginning to utilize chatbots. If you are still undecided, here are some of the main pros and cons of using chatbots for your business..

With shops, pubs and restaurants re-opening their doors, Rob Crutchington of Encoded shares his three-point checklist for businesses as they prepare to welcome back customers with a new-found confidence..

Customer service expert and speaker John Tschohl outlines eleven key steps for successfully remembering and using your customers’ names to create memorable experiences, passion and loyalty..

As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. Contact center leaders need to get smart about how they deliver better customer experiences..

Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres..

PCI Pal is delighted to have supported retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry..

ControlUp, the leader in digital experience monitoring and optimization, has announced the launch of its expanded ControlUp solution that includes visibility into local connectivity issues and physical endpoints..

What does it mean to be a Connected Enterprise and does it really matter?  Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity..

Workbooks, the cloud-based CRM vendor, has launched Workbooks DQ (Data Quality), a powerful and flexible tool to drive data quality for improved data trust, decision making and more efficient processes..

Some might think corporate intranet is dead, but this is further from the truth. More business organizations are still using this technology to bring people together and promote an effective working environment..

The specialist contact centre provider Connect Assist has launched Sign Assist; UK’s first one-to-one signing service delivered by deaf native British Sign Language (BSL) users..

With customer journey mapping in place, brands can detect gaps in the service or product quality, see the opportunities for improvement, and establish tailored customer experiences..