Magnus Geverts at Teleopti takes a look at providing a cohesive experience across different channels supported by flexible workforce management (WFM).

The possibility to provide exceptional service is available to almost any company—if it believes in its people, is willing to innovate, and really cares about their customers’ experience..

A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Bill Quiseng explains..

How to maintain positive customer relationships by working to meet your customers’ needs, wants and expectations..

Customer service is important for every business, but even more so when you are just starting out. Here are five reasons why your customer service is so important if you are a start up..

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months..

The time has come to gain industry-wide recognition of your commitment to customer service by entering this year’s Customer Service of the Year awards. The awards celebrate companies that go the extra mile for their customers, recognising organisations that put customer service at the heart of their business. In addition to the opportunity of winning [...]

Agilisys has released the findings of its first UK Contact Centre Quality Monitoring Survey, a study into how organisations approach quality monitoring and the tools and technologies they use to measure customer experience..

Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..

Are you following the trend of conducting customer surveys? You might want to think again. In this article John Tschohl argues that developing your leadership team and workforce to provide superior service is a better use of resources..

In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how..

Continuously changing and improving the customer experience will help you develop deeper customer relationships over time..

Shep Hyken looks at the simple concept of going the extra mile—giving customers more than were hoping to get..

Providing good customer service just isn’t enough anymore. Encourage your team to take customer service from bland and boring to knock-your-socks-off spectacular with these five tips..

Dave Murray explores two ways to turn your call center into a center for building excellent customer relationships..

In this case study we look at how the combination of technology and a great customer/supplier relationship can bring success to a business in a competitive environment..

What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI..