As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations..

Sabio Group, the global digital experience transformation services specialist, has announced the appointment of Gabrial Rodriguez Seilhan as the new Managing Director for its Iberian operations..

Queue wait times can be a significant frustration for customers and can lead to poor customer experiences, leading to lower sales and revenue. Here are some ways retail stores can cut the queues..

Hammer has announced the launch of Hammer Edge, its latest addition to the Hammer Cloud Platform which will provide enterprise contact centers, CCaaS vendors and systems integrators with total visibility..

Lothian Vulcanising Services, a family run business offering conveyor belt services across Scotland and the UK, has transformed its business using a workforce management system from BigChange..

A a maker and shipper of products, manufacturing efficiency has a huge impact on customer satisfaction. When your production workflows are optimized, orders can be processed faster. That means happy buyers..

This article explores the definition of consumer services, the advantages and disadvantages of pursuing related jobs, and guidance on choosing it as a career path..

The call came in early Sunday morning: “Our systems are down after a cyber-incident, and we need to get our contact centre back up immediately. Our customers cannot phone us, which is a major problem..

Who do business innovations serve? It’s important to ask yourself this question before you make even the most exciting changes. Sometimes, they may bring more benefits to one group more than another..

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely..

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer..

The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence..

The customer service gap refers to the difference between the level of services customers expect to receive and the level they get. Left unaddressed, this disparity can be detrimental and leave clients dissatisfied..

With the advent of new technologies, businesses are moving towards digital platforms. Tools like chatbots, AI, and machine learning are being incorporated into customer service strategies..

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France..

Chatbots have become an invaluable customer engagement and support tool for many businesses. This rapid growth underscores the potential of conversational AI to transform customer experiences..

The average attrition rate for call center agents in the U.S. and U.K. is between 30% and 45% annually, according to a NICE WEM Global Survey. Here are some proven techniques that can help you retain your best agents..

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Era AI’s functionality provides customers with accurate, highly personalised information in just seconds..