Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..

Few companies deliver ‘Moments of Magnificence’ to their customers. It shouldn’t be that way. It doesn’t have to be that way..

Analysis shows companies that achieve long-term profitable growth have Net Promoter Scores two times higher than the average company. Learn more about the NPS system in this quick guide..

We all know how kids love Lego and 7-year-old Luka is no exception. In fact Luka loves LEGO so much he spent all of his Christmas money on the new Ninjago Ultrasonic Raider set. Imagine his dismay when he lost one of his favorite Raiders, Jay ZX at the grocery store—especially after not listening to [...]

Outsource Consultants, a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Dave LaBatt has over 20 years of BPO and call center outsourcing experience and has sold and managed accounts with leading Fortune 500 and mid-sized companies in addition to [...]

As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple..

When it comes to customer service chatbots, today’s online shoppers have trust issues. Lior Bachar shares his ideas on how to build that trust by making chatbots smarter..

New study examines increasing business value from evolving customer touchpoints. Field Services USA have released their findings from its new report titled “Benchmarking Performance Marketing Adoption within Financial Services Strategies”. As of 2016, field services companies of all sizes are prepared to adopt cutting-edge technologies that increase efficiency, drive product development, and reduce costs associated [...]

With prior planning focus groups can provide valuable information for your business. Here are 15 important points to help you make your next customer focus group a success..

If you want to become a great CSR, you’ll have to focus on a few essentials. Here are some of the most important skills you need to succeed..

Indian Bank HDFC has launched an artificial intelligence-driven chatbot for customer service called Eva. Eva can answer millions of customer service questions over multiple channels and is thought to be India’s first AI chatbot for the banking industry. The chatbot Analyzes and learns from thousands of sources and is able to provide simple answers on [...]

Successful companies are those that stop putting all the blame on employees and work to enhance frontline processes and tools—fixing the processes that cause the problems..

In the world of customers service, there are three little words you never want your customers to say. Dr. Dennis Rosen reveals what they are and how you can avoid them..

Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers..

By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Colin Hay explains..

For the Co-op Membership team, one award simply isn’t enough! This recognised and high performing call centre team are reaching for the stars with the Buzz resilience training they have completed..

FM Outsource announced the launch of its new Cost Reduction Calculator this week. As specialists in creating bespoke customer experience solutions, FM developed the calculator to help businesses evaluate the savings they can make. This shows businesses it is possible to transform their existing call centre into a contact centre that focuses on other customer [...]

These are 5 common customer experience mistakes and how to steer clear of them..