Service

Contact centres

6th Nov 2020

4 ways to maximise & future-proof your call centre

by

Contact centres

9th Nov 2020

CCMA: 5 ways that service strategies must change

by

CCMA (Call Centre Management Association)

phone

Contact centres

3rd Nov 2020

Sponsored

Three ways to futureproof your contact centre

by

Astronaut contact centre

Management

30th Oct 2020

New research highlights sea change in CX approach

by

Sea change

Artificial intelligence

28th Oct 2020

Blending AI & human for integrated omnichannel CX

by

Management

23rd Oct 2020

Customer service facing a wave of pandemic PTSD

by

Customer stress

Channels

17th Mar 2021

How mystery shopper studies can improve chatbots

by

Robot service channels

Contact centres

20th Oct 2020

The new era of the contact centre

by

Richard Farrell

Collaboration

5th Nov 2020

Unified comms & collaboration beyond COVID-19

by

Contact centres

13th Oct 2020

Infographic: How important is empathy in service?

by

heart

Contact centres

22nd Oct 2020

Study reveals the 6 requirements of empathetic CX

by

Peter Dorrington

Phone hearts empathy

Channels

15th Oct 2020

Is complaint handling becoming inhumane?

by

Robot fight

Collaboration

7th Oct 2020

Developing your service team's strategic skillset

by

Contact centres

6th Oct 2020

How COVID-19 has impacted contact centres

by

Culture

12th Oct 2020

Leading customer service teams in times of crisis

by

Daniel Saunders

Management

2nd Oct 2020

MyC survey reveals customer service's empathy gap

by

Heart empathy gap

Channels

29th Sep 2020

Transformative times need better digital journeys

by

digital journey

Management

29th Sep 2020

Webinar: Guiding customers through uncertainty

by

Vonage

Management

25th Sep 2020

How letting staff break the rules can benefit CX

by

Devil staff rules

Artificial intelligence

21st Sep 2020

The big mistake people make with AI

by

Contact centres

16th Sep 2020

How COVID-19 changed the role of call centre agent

by

Channels

11th Sep 2020

Pandemic paves the way for omni-digital customers

by

Omni-digital

Channels

16th Sep 2020

Watch now: Fast-track your service transformation

by

webinar

Management

7th Sep 2020

Why emotional intelligence trumps empathy

by

Sandra Thompson

Emotional intelligence

Management

27th Aug 2020

Sponsored

How 2 brands scaled service operations in COVID-19

by

Gears scale service

Contact centres

2nd Sep 2020

Time to rethink the signs of a great service rep

by

Luis Pinto Unbabel

Service design

11th Sep 2020

Can on-demand services continue to engage?

by

James Manderson

Pages