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USA Sep 21, 2023 | By Pauline Ashenden
Understanding the keys to proactive customer service success

In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimize effort and deliver service seamlessly.

USA Aug 24, 2023 | By Pauline Ashenden
Meeting changing expectations around email customer service

Email customer service may not be new, but it remains popular. In fact, it is the most used digital channel and accounts for 13.7% of all interactions - second only to the telephone.

USA May 26, 2023 | By Helen Billingham
The benefits of IoT in customer service

Every organization should understand the benefits of IoT in customer service, from improving CX and increasing efficiency.

Mar 17, 2023 | By Larry Ekiert
5 ways to supercharge your contact center experience

Customer expectations around the contact center experience are rising continually. Organizations know they need to act - but where to start?

USA Oct 27, 2021 | By LarryE
How to Understand Your Customers To Better Engage with Them

From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.

UK Sep 24, 2021 | By Helen Billingham
3 ways to turn your contact centre into a revenue generator
UK Sep 17, 2021 | By Helen Billingham
The future of the contact centre is omnichannel
USA Jun 11, 2021 | By LarryE
AI – Delivers The Benefits of a Complete Picture

Insightful, accurate, and comprehensive CX insights will drive greater loyalty, lower churn rates and increase revenues,

UK May 28, 2021 | By Helen Billingham
6 key trends in housing association customer service for 2021
UK May 14, 2021 | By Helen Billingham
The path to AI-enabling your contact centre

The overall potential of AI within customer service has now been a hot topic for several years – but where does it deliver real benefits and what is the state of AI deployment?

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