Europa Reveals £1m Infrastructure Investment

Europa Reveals £1m Infrastructure Investment thumbnail

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..

Your Customer Service Level is a Direct Reflection on your Company thumbnail

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..

AI Search: The Next Big Thing In Customer Support

AI Search: The Next Big Thing In Customer Support thumbnail

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..

How To Maintain Strong Customer Engagement During COVID-19 thumbnail

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?

5 Ways to Get the Most From Your Phone Inquiries

5 Ways to Get the Most From Your Phone Inquiries thumbnail

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..

7 Tips for Effective Customer Communication

7 Tips for Effective Customer Communication thumbnail

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..

How to Train Your Customer Service Staff to Talk About Sustainability thumbnail

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..

What Are the Benefits and Challenges of Patient Portal Usage? thumbnail

Patient portal software is a new tool utilized by health service providers to improve client satisfaction and streamline clinic activities. We take a closer look below at the platform, and its pros and cons..

Deploying Big Data to Improve The Purchase Experience

Deploying Big Data to Improve The Purchase Experience thumbnail

CX covers every stage of the consumer process and developing and properly deploying data sets will provide you with a clear path forward to inspire your customers and improve the experience..

New Research Shows That Smart Sellers Can Step in to Avoid 9 Out of 10 Bad Reviews thumbnail

eDesk and CitizenMe reveal vast majority of UK and US ecommerce customers speak to retailers when an issue arises, offering a chance at redemption – but how businesses manage the problem determines their fate..

Capita Expands Partnership with Southern Water to Deliver New Customer Service Technology thumbnail

Capita today announces that it has signed a contract expansion with Southern Water to provide several new technology solutions to their existing customer service contract..

Pros and Cons of Chatbots: All You Need to Know About AI Chatbots thumbnail

Together with a comprehensive knowledgebase, many businesses are beginning to utilize chatbots. If you are still undecided, here are some of the main pros and cons of using chatbots for your business..

The Return of the ‘Roaring Twenties’ – Prepare to Capitalise on the Boom thumbnail

With shops, pubs and restaurants re-opening their doors, Rob Crutchington of Encoded shares his three-point checklist for businesses as they prepare to welcome back customers with a new-found confidence..

Create Customer Passion and Loyalty by Remembering and Using Your Customer’s Name thumbnail

Customer service expert and speaker John Tschohl outlines eleven key steps for successfully remembering and using your customers’ names to create memorable experiences, passion and loyalty..

Want to Improve Customer Experience? Improve the Agent Experience First thumbnail

As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. Contact center leaders need to get smart about how they deliver better customer experiences..

What’s Next For Contact Centres That Moved to the Cloud During the Pandemic? thumbnail

Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres..

Halfords Deploys 8×8 SecurePay Powered by PCI Pal

Halfords Deploys 8×8 SecurePay Powered by PCI Pal thumbnail

PCI Pal is delighted to have supported retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry..

ControlUp Launches Work-From-Anywhere Platform to Maximize Productivity for Today’s Distributed Workforce thumbnail

ControlUp, the leader in digital experience monitoring and optimization, has announced the launch of its expanded ControlUp solution that includes visibility into local connectivity issues and physical endpoints..

Top Three Characteristics of a Connected Enterprise

Top Three Characteristics of a Connected Enterprise thumbnail

What does it mean to be a Connected Enterprise and does it really matter?  Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity..