Gartner Predicts No Reduction in Customer Service Spending in Coming Year thumbnail

Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner, Inc. Twenty-one percent plan to increase customer spending..

Daily Themes for National Customer Service Week 2022

Daily Themes for National Customer Service Week 2022 thumbnail

Bianca Angelico shares five daily themes that guest services firm On Verve are following to celebrate National Customer Service Week, which takes place 3-7 October 2022..

KM2 Solutions Expands Caribbean Operations

KM2 Solutions Expands Caribbean Operations thumbnail

KM2 Solutions, a leader in nearshore business process outsourcing with contact centers across the Caribbean and Latin America, is pleased to announce further expansion to its Caribbean operations..

Free Webinar: Great Customer Service for Heat Networks

Free Webinar: Great Customer Service for Heat Networks thumbnail

Join us on 6th October 2022 for a discussion on how customer service for heat networks compares to the wider industry, what it should look like and how it can be achieved..

Survey Reveals Consumer Expectations Heightened as a Result of Inflationary Price Hikes thumbnail

A survey has revealed that the perceived standard of customer service is slipping in the wake of record inflation. Close to half of the respondents said that the standard of customer service had worsened..

Content Optimization Is the Key to Transforming Your Customer Service thumbnail

Great content is one of your business’ most important assets. This rings true especially for customer service. It can enhance your existing customer’s experiences of your products and services, strengthening brand loyalty..

Listen, Respond, Say Sorry – Food Delivery Customers Reveal How to Make It Right thumbnail

Food delivery services should give customers a voice, respond quickly to complaints and proactively apologise when things go wrong, according to a new study which explores what companies can do to rebuild trust..

How to Increase Customer Satisfaction in Retail

How to Increase Customer Satisfaction in Retail thumbnail

It is more important than ever to ensure customer satisfaction in a consumer environment where competition is high and disposable income low. Here are some ways to ensure the best experience for the customer..

What’s the Best Way to Increase Customer Retention?

What’s the Best Way to Increase Customer Retention? thumbnail

You’ll need to implement effective retention strategies if you want to keep hold of your customer base. To get started, take a look at these four ways to increase customer retention..

10 Ways New Companies Can Build Brand Trust in 2022

10 Ways New Companies Can Build Brand Trust in 2022 thumbnail

Brand trust is customers’ confidence in a business to deliver on its promises. It is the integrity earned when companies ensure the demand of their target market is consistently met..

PCI Pal Launches Open Banking Payments for Contact Centres

PCI Pal Launches Open Banking Payments for Contact Centres thumbnail

The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal..

Starting a Successful Business Requires a Great Looking Website thumbnail

Market research shows that a good website enhances the visitor and, thus, customer experience. But a slow, unattractive website can actually turn people away from your brand altogether..

7 Demand Planning Tools and Techniques to Maximise Contact Centre Performance thumbnail

As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning..

How to Calculate Your Chatbot ROI

How to Calculate Your Chatbot ROI thumbnail

According to the 2022 Digital-First Customer Experience Report, 52% of surveyed consumers said they prefer online chat assistance, but only 31% of businesses offer chat support..

What Makes Cape Town Attractive to the International BPO Industry thumbnail

Cape Town CBD’s booming BPO industry remains an attractive support for UK, USA, Australian and some Western European companies wanting to streamline costs and manage risk in the face of rampant inflation..

Future-Proofing Your Brand on Black Friday and Beyond

Future-Proofing Your Brand on Black Friday and Beyond thumbnail

Every year, Black Friday presents an opportunity for retailers to look beyond driving sales to acquire high-quality customers who keep coming back. But knowing how to navigate this peak sales period can be tricky.. 

3 Ways Customer Support Tech Saves You Money

3 Ways Customer Support Tech Saves You Money thumbnail

Customer care teams are handling more calls than ever – with increasingly fewer agents. Leaders are looking for ways to maintain call capacity while driving down costs. One solution: make sure teams have the right tech..

Organisations Should Build on Pandemic Messaging to Retain Customer Trust thumbnail

A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers..

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience thumbnail

Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022 reveals more..