Service

Service

Best practice advice and the latest insights about customer service strategies and technologies.

Contact centres

13th Mar 2023

What will Salesforce Einstein GPT mean for CX?

by

salesforce

Contact centres

10th Mar 2023

About to begin your cloud migration journey?

by

Management

24th Mar 2023

Rise in violence and abuse towards service staff

by

Really angry man with steam coming out of his ears and the top of his head

Contact centres

2nd Mar 2023

Virtual assistants to be targeted by protestors

by

Person Carrying a Flag

Management

1st Mar 2023

Service isn't a business priority, say customers

by

Businessman with a toy wind on his back.

Management

10th Mar 2023

Prove ROI or pay the price, CX leaders warned

by

Proving ROI

Management

21st Feb 2023

Will the 4-day week trial drive a CX revolution?

by

Working week

Management

22nd Feb 2023

Digital transformation should start with people

by

Michael Hinshaw

Robot

Contact centres

14th Feb 2023

Gartner lauds "connected rep" call centre strategy

by

Call centre agent

Customer journey

9th Feb 2023

Protect your brand from a creaking supply chain

by

Analytics

7th Feb 2023

Elephants and the customer experience

by

Customer experience management

6th Feb 2023

Open insurance and its role in CX's evolution

by

Customer journey

25th Jan 2023

Will your customer service project sink or swim?

by

Resources

Toolkit

Sponsored

Customer service automation for online businesses

Your how-to guide to customer service for businesses who sell online

customer_automation_handbook_thumbnail

Ebook

Sponsored

CX Leader of the Year 2022 winners' book

CX trailblazers

Research

Sponsored

Research: Profiling the skills/roles of CX bosses

CX leader research

Ebook

Sponsored

How Foot Locker created personalised experiences

Footlocker

Analytics

25th Jan 2023

The 5-step detox programme for contact centres

by

Artificial intelligence

25th Jan 2023

Is ChatGPT the next stage for CX AI adoption?

by

Artificial intelligence

25th Jan 2023

Alexa? Nest? What’s the value in this tech?

by

Contact centre outsourcing

23rd Jan 2023

Why GigCX is transforming customer interactions

by

Channels

3rd Feb 2023

How ChatGPT helps service teams - in its own words

by

Artificial intelligence

Channels

1st Feb 2023

How to conquer self-service scepticism

by

Astha Maheshwari

Sceptical

Contact centres

5th Dec 2022

Is Frontier right to close its call centres?

by

Frontier Airlines

Management

28th Nov 2022

There are only 3.5 ways CX leaders can cut costs!

by

Maurice Fitzgerald

Money cut

Trending

Engagement

23rd Mar 2023

Have brands given up trying to improve CSAT?

CSAT is at an all-time low. But Forrest Morgeson of the Customer Satisfaction Institute says we shouldn't be alarmed...

by

Surrender

Strategy

12th Sep 2012

Infographic: Curation for content marketing

by

MyCustomer.com

Sales performance

15th Oct 2012

Study reveals 90% of consumers research before...

by

MyCustomer.com

Engagement

27th Mar 2018

Infographic: Customer journey mapping hints & tips

by

Journey map

Engagement

17th Mar 2023

Revealed: The 5 factors harming agent experience

by

Contact centre agent

Management

11th Feb 2013

6 steps to monitoring your customer service

by

six steps

Artificial intelligence

16th Nov 2022

Are all members of a conversational AI team equal?

by

Employee engagement

25th Nov 2022

How to address ‘quiet quitting’ in contact centres

by

Stephen Holliday

Virtual agents

8th Nov 2022

Are Virtual Assistants part of your workforce?

by

Klaus Failenschmid

Management

8th Nov 2022

Service managers fear winter of discontent

by

Customer service reaches tipping point - Cold man with scarf and hat

Management

12th Dec 2022

Complexity is crushing healthcare CX

by

Complex healthcare ruining patient experience: Nurse with Six Arms

Management

3rd Nov 2022

Forrester's grim forecast for CX management

by

Binoculars

Customer experience management

3rd Nov 2022

Practical steps to support vulnerable customers

by

Management

31st Oct 2022

CX lessons from previous economic downturns

by

Christopher Sladdin and Andrew Schumacher

Downturn

Contact centres

24th Oct 2022

How is quiet quitting impacting contact centres?

by

Peter Dorrington

Agent voice of employee

Management

20th Oct 2022

Should retailers charge customers for returns?

by

Customer returns

Contact centres

18th Oct 2022

Vulnerable customers struggling for service

by

Vulnerable customers

Pages