The call came in early Sunday morning: “Our systems are down after a cyber-incident, and we need to get our contact centre back up immediately. Our customers cannot phone us, which is a major problem..

Who do business innovations serve? It’s important to ask yourself this question before you make even the most exciting changes. Sometimes, they may bring more benefits to one group more than another..

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely..

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer..

The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence..

The customer service gap refers to the difference between the level of services customers expect to receive and the level they get. Left unaddressed, this disparity can be detrimental and leave clients dissatisfied..

With the advent of new technologies, businesses are moving towards digital platforms. Tools like chatbots, AI, and machine learning are being incorporated into customer service strategies..

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France..

Chatbots have become an invaluable customer engagement and support tool for many businesses. This rapid growth underscores the potential of conversational AI to transform customer experiences..

The average attrition rate for call center agents in the U.S. and U.K. is between 30% and 45% annually, according to a NICE WEM Global Survey. Here are some proven techniques that can help you retain your best agents..

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Era AI’s functionality provides customers with accurate, highly personalised information in just seconds..

Ryan Welsh, Founder and CEO of Kyndi, recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users..

Whilst confidence in technology is rising, companies have to ensure that they are not caught up in the AI whirlwind and look at alternatives such as intelligent automation. Andrew Linley explains..

Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange..

One of the biggest reasons cyber attacks are so damaging to businesses is because of consumers. Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them..

The BigChange job management system now allows payment for completed field service jobs to be taken whilst on site.  After viewing an invoice summary on the engineers’ mobile device, a customer receives..

In the swirling storm that is modern retail, with the high street being buffeted by economic, technological, and social changes, there emerges a beacon of opportunity for retailers: memorable digital customer experiences..

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. BigChange is also boosting customer service with real-time ETAs and updates..