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..

The coming year will see a demand for CRM solutions to enable deep personalisation across four key levels..

Trust is an absolutely essential part of customer service, as well as business in general. Here are some ways to create trust by choosing to be fully present when communicating with customers..

Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Leaders must set a clear vision, inspire dedicated action, provide effective education, and cultivate a conducive environment..

You can’t just pay lip service to the idea of improving your customer service—you have to take dedicated action to do it right. Here are five easy ways to help you create top-notch customer service..

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective..

The latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Providers Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter..

The ultimate guide to utilising customer insight, data & analytics to excel at customer experience..

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Find out the latest trends..

Many organizations are already using live chat to make patients’ lives easier by scheduling appointments, discussing billing issues, or locating essential information quickly and easily. But how do you protect patient privacy?