No matter how much you invest in customer service, if your frontline employees do not love your brand then the customer experience will suffer..

If you want to boost your customer survey response rate there are two important factors to consider. Shep Hyken explains..

Despite the latest advances in technology customers still appreciate good old-fashioned customer service..

Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience..

Susan Friesen explains why being generous in your business will result in more loyal customers..

Online retailers are definitely getting it right in the UK according to the latest consumer research from global customer experience expert, Webhelp..

It’s National Customer Service Week from 2nd to 6th October. This year, Shep Hyken invites you to take a different approach..

Peggy Murrah reflects on a bad customer experience and offers six useful tips to take your service from good to exceptional..

Customer Service Week is a time for employers to celebrate their hard-working customer service teams—those on the frontline who are the unsung heroes of delivering a positive customer experience..

Over the years I’ve observed that the organizations who nurture the best service behaviors use these five strategies..

The brand new report THE FUTURE OF CUSTOMER CONTACT REPORT: Automation, Self-Service & the New Agent has been just released by the editorial team at the Executive Customer Contact Exchange, BFSI featuring interviews and articles from leaders that are facing customer service challenges such as: Chief Executive Office, Atom Bank Head of Operations , AXA [...]

Learn how to use the LEAP method to solve any issue and defuse even the most irate of customers..

Banks continue to report that enhancing customer service is their number one priority. Dan Weis, Mobile Product Leader at NCR explains how a feature-rich app can help accomplish this goal..

Unless you have been living under a rock, you can’t have failed to notice the GDPR compliance deadline is looming..

Thousands of call centre, customer contact and telemarketing professionals will flock to London’s ExCeL in March to get a glimpse at the future of the industries. Taking place on the 21st and 22nd, Call & Contact Centre Expo is an informative and captivating exhibition and conference designed to showcase the latest and most effective developments [...]

Ashley Phillips reveals some very identifiable traits that set the best CSRs apart from the rest..

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company..

Riding on the growing trend of online shopping are customer chargebacks. Here are some key ways to deal with them..