Avtex has announced the hiring of Brian Lannan as Vice President of Retail Experience. Brian has fifteen years of retail experience developing and leading strategy, insights, and customer experience capabilities..

In today’s retail world, the real way to beat Amazon is to think and be different. E-commerce expert Alexander Graf explains how to avoid becoming a logistics company for Amazon or Alibaba..

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio discusses how you can overcome these concerns and reposition your contact centre..

As more and more people are being vaccinated, call centers are gradually transitioning back into the office. But are agents ready to come back to work in the regular brick-and-mortar format?

With the rise of new technologies customers are becoming more aware of their options.  Along the process, they are also beginning to demand more incredible experiences. Here is a quick overview of the CX process..

Tom Meder, Managing Director at ViewTrade Securities explains why artificial intelligence will never be able to replace humans in driving results in the financial services industry..

Ross Daniels at Calabrio outlines the most common barriers to becoming a Connected Enterprise and recommends three practical tips and techniques to guarantee a smooth transition to all-round connectedness…

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts with over 15 years’ experience..

New study by CSPN and Medallia points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic..

PCI Pal’s payment solutions are now available as a premium Client Application on Genesys AppFoundry. New premium selection allows Genesys customers to implement PCI Pal’s secure payment solutions..

Social media has become an integral part of our daily lives as we use it in a wide range of functions. Businesses now use social media as a marketing tool in many aspects, like elevating the company’s customer service..

Europa Contact Centre, the multi-channel outsource contact centre, has concluded their 12 month technology upgrade project. The investment is a culmination of 18 months of business review and development..

A few days ago, I was shopping around for a roadside assistance plan. I nailed my search down to three companies. Here some key takeaways I collected from the experience..

Marc Ferrentino, Chief Strategy Officer of Yext explains how AI search can help agents deliver the most helpful information in a timely manner, providing a better experience for both themselves and the customer..

At the time of this pandemic where physical interactions are eliminated or social distancing is introduced, how will you be able to engage with customers and continue to connect with them on a deeper level?

According to a recent survey, 78 percent of customers say that competent customer service reps are critical in creating a satisfactory interaction. Here the strategies you can use to improve your call handling..

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..