How Can Decision Engines Help Enhance Customer Service Levels? thumbnail

Customers want a service that is immediate, accurate and efficient. A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making..

5 Strategies to Hyper-Personalize the Customer Experience

5 Strategies to Hyper-Personalize the Customer Experience thumbnail

Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. The majority of call centers who have implemented this strategy have exceeded their goals.

Awesome Customer Service from the US Post Office

Awesome Customer Service from the US Post Office thumbnail

John Tschohl encounters awesome customer service from the US Post Office when service superstar Scott Pelton delivers his parcel from Switzerland personally – on the tennis court!

25 Ways Technology Is Revolutionizing the Customer Experience thumbnail

From chatbots to augmented reality, businesses are using technology to create a more seamless and enjoyable customer experience. Here are 25 ways that technology is revolutionizing the customer experience..

Award-Winning Platform Boosts Staff Satisfaction, Productivity and Galvanises Sales thumbnail

Appreciate Business Services (ABS) – The home of Love2shop – have officially launched a ‘game-changer’ modular engagement platform for UK businesses looking to boost productivity, motivation and satisfaction..

UK Consumers Say It’s Good to Talk but Are Contact Centres Really Listening? thumbnail

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts.  Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language..

Global Growth Continues as Sigma Connected Appoints New Chief Strategy Officer thumbnail

Business outsourcing provider Sigma Connected has announced the appointment of Peter Doveren as new chief strategy officer as the company continues its global expansion..

Ascensos Implements Iris Clarity’s Cutting-Edge Voice Isolation Software to Eliminate Background Noise on Customer Calls thumbnail

Europe’s leading independent customer management services provider will deploy IRIS Clarity’s voice isolation software across its contact centre estate..

Better Customer Experiences Begin with Better Information

Better Customer Experiences Begin with Better Information thumbnail

When improving the customer experience, look beyond the basics of just making the transaction process easier. Examine how you can provide unique transparency, insight, and information to help customers..

Cloud Workflows for Customer Service Departments

Cloud Workflows for Customer Service Departments thumbnail

When we think of customer service, we often think it means fixing a problem that a customer presents. However, we believe it is vital to see it as trying to anticipate potential issues that they may have..

Zenarate Selected by Genpact to Develop Top-Performing Agents Using AI Conversation Simulation thumbnail

Zenarate, the leading AI Conversation Simulation solution has announced that Genpact is leveraging its award-winning AI Coach to improve agent performance and customer experiences..

EXL Named a Leader in ISG Provider Lens Power and Utilities Services and Solutions Report thumbnail

EXL, a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services..

ResultsCX Expands into Europe – Acquires 60K and Establishes European Headquarters in London thumbnail

ResultsCX, a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. and continental Europe..

How to Ensure Customers Are ‘Onboard’ from the Start

How to Ensure Customers Are ‘Onboard’ from the Start thumbnail

Poor customer onboarding hurts your bottom line, increasing customer acquisition costs and driving down customer lifetime value. Carlton Retland of Applause details how brands can successfully identify and remove barriers..

Eight Questions Online Retailers Should Ask before Outsourcing Customer Service thumbnail

Customer service outsourcing can be a cost-effective way to manage customer-related activities. You hire a third-party vendor, such as a business process outsourcing (BPO) company, to handle your service operations..

How to Write a “Relentless” Customer Service Culture Plan thumbnail

One of the major weaknesses of most organizations the lack of a service strategy.  They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market dominance..

Qualtrics Announces New Real-time Contact Center Solutions to Make Agents More Productive thumbnail

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers..

Verint Consumer Research Reveals Crucial Customer Experience Needs in the Banking Sector thumbnail

Across the globe, banks continue to face new challenges. The need to keep customers feeling supported and happy while ensuring they remain loyal remains a constant and critical goal for the banking sector..

10 Ways a Route Planner Can Improve Your Customer Service  thumbnail

Good customer service is what sets you apart from your competitors. And while there are many factors that go into providing good customer service, one of the most important is efficient routing..