Service

Service

Best practice advice and the latest insights about customer service strategies and technologies.
4th Dec 2019
Blog

Blend humans & automation for positive disruption

By Head of Marketing, EMEA
Contact centres
Overloaded CX technology
Contact centres
29th Nov 2019

Service teams bemoan CX impact of bad tech

Marketing CX fist
Management
27th Nov 2019

Are customer success teams set for the mainstream?

21st Nov 2019
Blog

How agents can stay relevant during digitalisation

By Senior Director, Digital Experience
Contact centres
Hero
Contact centres
21st Nov 2019

Turn your contact centre agents into CX heroes

Trending

14th Nov 2019
Podcast

Why few firms are putting the customer in CX

By Editor
Management
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Popular resources

12th Nov 2019
1

Firms fear service staff skill shortages for 2020

Customer service functions will need to conduct a major reskilling exercise if their employees are to have the expertise required to...
5th Nov 2019

Is your firm using emotional connections in CX?

With the rise of ecommerce, competition can come from each corner of the globe. In this competitive economy, creating emotional connections...
31st Oct 2019

Does your service team have ‘Pass – I – On’?

I’ve recently read a new book by Chip R Bell (one of Americas best and most respected customer service specialists) called Kaleidoscope ...
1st Nov 2019

Quitting sex preferable to calling service - study

The preferences and demands of the modern consumer can be hard to predict. One thing that most seem to agree on, however, is that calling...
call centre
Contact centres
25th Oct 2019

Start your contact centre’s digital transformation

25th Oct 2019
Blog

Customer support. What’s in a name?

By Director of Technical Support
Contact centres
call center
Contact centres
24th Oct 2019

New research: contact centre benchmarking stats

24th Oct 2019
Blog

3 reasons service teams need sales training, too

By Chief Revenue Officer
Sales culture
Contact centres
22nd Oct 2019
2 comments

Foul-mouthed phonecalls harming agent morale

CAll cenre
Contact centres
18th Oct 2019

Five myths about Workforce Management

Bank
Management
18th Oct 2019

How ABANCA created a customer-centric culture

Crystal ball
Contact centres
26th Nov 2019

Infographic: The CX trends impacting call centres

Robot
Contact centres
7th Oct 2019

Frustrated service agents call for chatbot support

Watch
Channels
2nd Oct 2019
2 comments

90% of consumers want service resolution in 24hrs

Agent self-scoring
Contact centres
10th Oct 2019

How to introduce agent self-scoring evaluations

call center
Contact centres
20th Aug 2019

Delivering exceptional service – a 2019 guide