The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts with over 15 years’ experience..

New study by CSPN and Medallia points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic..

PCI Pal’s payment solutions are now available as a premium Client Application on Genesys AppFoundry. New premium selection allows Genesys customers to implement PCI Pal’s secure payment solutions..

Social media has become an integral part of our daily lives as we use it in a wide range of functions. Businesses now use social media as a marketing tool in many aspects, like elevating the company’s customer service..

Europa Contact Centre, the multi-channel outsource contact centre, has concluded their 12 month technology upgrade project. The investment is a culmination of 18 months of business review and development..

A few days ago, I was shopping around for a roadside assistance plan. I nailed my search down to three companies. Here some key takeaways I collected from the experience..

Marc Ferrentino, Chief Strategy Officer of Yext explains how AI search can help agents deliver the most helpful information in a timely manner, providing a better experience for both themselves and the customer..

At the time of this pandemic where physical interactions are eliminated or social distancing is introduced, how will you be able to engage with customers and continue to connect with them on a deeper level?

According to a recent survey, 78 percent of customers say that competent customer service reps are critical in creating a satisfactory interaction. Here the strategies you can use to improve your call handling..

Customer communication is an integral part of customer service. It’s not just about answering questions and finding solutions, it’s also about learning from customers how you can improve your business’s services better..

Although the skills needed to create engaging and valuable experiences are the same, the reasons why people contact customer service have changed a lot in recent years. Here we look at the topic of sustainability..

Patient portal software is a new tool utilized by health service providers to improve client satisfaction and streamline clinic activities. We take a closer look below at the platform, and its pros and cons..

CX covers every stage of the consumer process and developing and properly deploying data sets will provide you with a clear path forward to inspire your customers and improve the experience..

eDesk and CitizenMe reveal vast majority of UK and US ecommerce customers speak to retailers when an issue arises, offering a chance at redemption – but how businesses manage the problem determines their fate..

Europa Worldwide Group’s IT team faced significant challenges in developing Europa Road’s new product, Europa Flow, marking their most demanding project to date. The company invested £5 million in Brexit preparations, introducing LeoClear, a custom IT system to support their unique customs product. LeoClear, developed over two years, manages customs clearance, duty & VAT payments, [...]

Capita today announces that it has signed a contract expansion with Southern Water to provide several new technology solutions to their existing customer service contract..

Together with a comprehensive knowledgebase, many businesses are beginning to utilize chatbots. If you are still undecided, here are some of the main pros and cons of using chatbots for your business..

With shops, pubs and restaurants re-opening their doors, Rob Crutchington of Encoded shares his three-point checklist for businesses as they prepare to welcome back customers with a new-found confidence..