Richard McCrossan, Strategic Business Director of customer service software company Genesys, explains how a recent angry customer tweet shows just how important it is for companies to listen to the voice of the customer and have the facilities to act immediately..

How to Provide Great Customer Service over the Phone

Kevin Gillam offers some handy tips on how to make every phone call with your clients great..

An in-depth case study looking at how Smith Corona set out to create a system for building the perfect order..

The Power of One: Digital Customer Service Explained

Richard McCrossan looks at how a flexible and holistic digital customer service solution can enable companies to take advantage of new customer channels..

Social Media and Customer Service [Infographic]

Here is an infographic by Impact Learning that explores the undeniable link between social media and customer service..

Portals can give vendors the tools to provide the best customer experience but only if they are actually used..

Control Your Costs with Exceptional Customer Service

In the pursuit of exceptional service, we should resist the urge to relax financial controls.

Best Practice Customer Operations Guide Out Now

‘Putting People First’ published by Professional Planning Forum The 2013 Best Practice Guide – Putting People First – has been published by the Professional Planning Forum. Over 100 pages, packed with case studies, research, thought leadership and supplier listings, this is a year-round resource that contains the very best of the year’s material. Designed for [...]

Transform Your Customer Service with Business Rules

Richard McCrossan takes a look at how business rules can transform any customer service operation by keeping the business in control..

Building Your Business Around the Best Customers

Are some customers better than others? How do you attract customers you want and deflect those you don’t?

Reducing Customer Effort: The Key to Keeping Customers

How setting up a Customer Effort Index can radically increase Top-Line Revenue..

An Apple a Day Keeps the Customers Coming Back

The low costs and high returns of fresh customer service.

Damage Control: CSR Hiring Mistakes

Monica L. Jenks advises how to avoid common interview mistakes when hiring CSRs..

Three Steps to Customer Experience Transformation

Martin Scovell investigates customer experience from the inside, and identifies three steps that will transform your organization..

There’s much shouting about how ‘unfair’ Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight..

iAdvize Launches Live Chat Solutions in the UK

iAdvize continues to roll out across Europe. Next stop: the United Kingdom. iAdvize Live ChatiAdvize, the real-time customer service specialist, is launching its live chat and free call-back solutions in the UK. The company was founded in 2010 and is now the leading live chat solution in France with more than 1000 clients throughout Europe. [...]

If you’d like to have a better return on your money, you have to focus on the customer experience. If you do, customers will spend money with you and will come back more often.

CustVox Launch Free CEM Maturity Assessment Tool

Innovative online tool helps measure CEM maturity..

The International Council of Customer Service Organizations (ICCSO) has recognized ADP Employer Services for its professional excellence in customer service..