Europa Contact Centre Appoints Head of Sales to Drive Growth thumbnail

Europa Contact Centre has appointed John Cole as Head of Sales in its first major appointment since the business came into being last year..

AirDroid Business Introduces Remote Support for Business to Empower Customer Service Teams thumbnail

Sand Studio have released an AR camera, screen sharing and real-time voice chat in one app to make remote support easier than ever..

Contact Centre Outsourcing – Time to Take a Closer Look thumbnail

Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing your contact centre..

Home Is Where the Heart of CX Is

Home Is Where the Heart of CX Is thumbnail

Antony Jagger, Manager, Customer Solutions, Aptean, looks at some of the challenges associated with mobilising customer services teams in the financial services sector..

Customer Service After COVID-19: The Choice Is Yours thumbnail

How you treat your customers during the COVID pandemic will set the stage for the future. Bryan Horn looks at the way forward after the crisis..

The 9 Best Ways to Win Back an Upset Customer

The 9 Best Ways to Win Back an Upset Customer thumbnail

Many service providers have lost sight of what really matters. Steve DiGioia reveals his best strategies for winning back upset customers..

Don’t Let Your Customers Fall in the Expected Experiences Gap thumbnail

Shep Hyken gives his latest view on the gap between the best customer service performers and most companies today..

Free Webinar: Increasing Customer Engagement to Reduce Resolution Times thumbnail

Join the next free Reuters Events webinar to hear how real-world customer service leaders are using innovative and efficient strategies to boost customer engagement..

Capital City College Group Adopts Puzzel for Multi-Brand Contact Centre thumbnail

Capital City College Group has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology..

Keeping Customers Happy with OneDesk

Keeping Customers Happy with OneDesk thumbnail

Successful companies strive to support their customers with the best people and more increasingly, the best technology. Here I review OneDesk, a popular customer service solution..

Electricity Firm Branches out  to Deliver More Than Just Power thumbnail

Power cuts are rare, but if there’s ever a lengthy power cut UK Power Networks  are offering to get customers a takeaway delivered..

How You Present Yourself on Video Conferencing Can Impact  Your Career thumbnail

The results of a recent survey reveal 40% of UK workers judge their colleagues on how their house looks over video conferencing..

Why a Customer-First Mentality Is Now More Important Than Ever thumbnail

Howard Spector, co-founder and CEO of SimplePractice, explains why a customer-centric culture must permeate through an organization’s every action..

‘Gig’ Customer Service Booming During COVID-19 Says Report thumbnail

Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began..

Artificial Intelligence: First Aid for Companies in Challenging Times thumbnail

When unexpected events occur and customer demand increases what can companies do? Henry Jinman at EBI.AI outlines four ways conversational AI can help and shares a real-life example..

Free Webinar: How to Manage COVID-19’s Impact on Your Customer Service thumbnail

Get a head start on the future of CX in this latest webinar, featuring best practices and strategic advice from Master Card and Sure Petcare..

How Plain Language Reduces Call Centre Volume By 19%

How Plain Language Reduces Call Centre Volume By 19% thumbnail

Fergal McGovern, CEO of VisibleThread explains why communicating in plain language results in less customer confusion, reduced workload and a stronger customer experience..

Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent? thumbnail

Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent..

Taking Customer Service From Good to Great!

Taking Customer Service From Good to Great! thumbnail

Customer experience trainer Bryan Horn reflects on how customer service standards have fallen and offers some ways to take customer service from good to great..