According to Carlos Muňoz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates..

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service..

Learn how to use Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service..

Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences..

In a recent interview with CX Network, Phil Lewis, Managing Director, Corporate Punk and Sherrie Simmons, COO, In STEPPS outlined the necessary steps that need to be taken to fully prepare an organisation for AI..

As we celebrate Customer Service Week, Chip Bell reflects on how we can bring more authenticity to the workplace all year round..

Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre.

Some people are just naturally good at providing great customer service. But are they born with it, or do they learn it? How do they recognize this is what they are good at? Shep Hyken has the answers..

Many organizations are using customer journey mapping to understand and improve the customer experience. Here is a structure that can add clarity and power in the process..

Learn how a recent innovation called Conversational Process Automation is truly making it possible to understand customer intent, and do so cost-effectively..

It’s important to appreciate and listen to front-line employees. Errol Allen lists his top three reasons not to take your customer service heroes for granted..

Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis..

We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers..

Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal..

May was a great month for entrepreneur and photographer Kym Illman. He was trackside as Perth-born Daniel Ricciardo dominated the Monaco Grand Prix, capturing some super sharp images of the drivers and the celebrities in the huge and colourful crowd. Daniel Ricciardo dominated the Monaco Grand Prix As Illman, and anyone following the F1 calendar [...]

Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..

Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience..

The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time..