What comes to mind when you hear the word velocity? Fast, charging ahead, positive motion – velocity is a power word. Learn how velocity applies to the customer service experience…
Why is great or even decent customer service so difficult to implement? Read on to learn how leaders can instill a sense of attention to the customer…
Delighted and loyal customers – we all want them. But first, there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you…
Don’t we all wish that customers came with a lifetime guarantee? In that perfect world, customer retention would be at 100% and customer turnover would be zero…
Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards.
Some surprising findings have been released from [24]7’s Customer Engagement Index, focused on better illustrating how customers today interact with brands.
According to retail solutions provider, Solutions for Retail Brands (S4RB), a leading supermarket own-brand team is saving an estimated £150,000 a year
marcus evans will host the 3rd Annual Utility Call Center Operational Excellence Conference on September 14-16, 2015 in San Antonio, TX.
One way to give your team some visual brain food is to utilize the many free customer service videos that can be found online.
Cognito, the field service management solutions company, has appointed Laurent Othacéhé as CEO, as part of a wider organisational restructure intended to position the company for growth. Othacéhé joined Cognito in 2014 as Sales Director, bringing with him more than 20 years’ experience in the field service industry. Prior to that he was CEO of [...]
Eptica has announced that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)”. This marks the second consecutive year that Eptica has appeared in this Magic Quadrant. According to Gartner, the Magic Quadrant for the CRM Customer Engagement Center examines the market for global customer service and support [...]
The Service Desk Institute has announced the appointment of two new auditors and an industry analyst to its Professional Services Team. The appointments are part of a rapid expansion programme in response to growing interest in the SDI’s qualifications, service desk certification programme and consultancy services. Carla Thornley, Auditor and Trainer, has had a successful career [...]
A real team effort! Winning the Customer Services Award for the fifth time in eight years made it feel right for the whole team to take centre stage at the 2015 Gas Industry Awards Gas customers across Wales & the south west of England can rest assured that Wales & West Utilities puts customer service [...]
Firstsource Solutions has announced details of its recruitment open day for 300 new full-time jobs in Cardiff, UK.
Confirmit celebrates industry-leading clients for their dedication to customer experience with the 10th annual ACE Awards
“Little things” can make the difference between success and failure for a company. John Tschohl examines the minor details that can put a smile on the face of our customers.
A new study by LogMeIn, Inc. and Ovum reveals a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.
The Customer Experience Professionals Association (CXPA) has announced the winners of its 2015 CX Innovation Awards. Crowe Horwath LLP, John Deere, Optum, Sandy Spring Bank, and Western National Insurance Group were the winners and additional finalists were also honored. The awards were presented during the CXPA’s annual Insight Exchange event, which was held at the [...]
Genesys, a leader in customer experience and contact centre solutions has announced its integration with Skype for Business.
