The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..
In business today, excellence in customer experience is not just a buzzword, it is an absolute necessity. Learn how analytics can play a key role in identifying and understanding your customers’ needs..
In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media..
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..
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..
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..
Here are three ways to dramatically improve the value of customer service as perceived by your customers..
The benefits of strong customer relationships are many. Repeat sales, sustainability and growth as well as lower customer acquisition costs are among the reasons why it is important to forge strong bonds with your customers..
Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy..
It’s a well known fact that happy employees mean happy customers. Adzuna’s Stephen Pritchard looks at some ways you can treat your employees better and as a result, improve your customer service..