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Feb 14, 2024 | By Pauline Ashenden
Effective Customer Service Knowledge Management

Learn how to harness and streamline knowledge for faster, more accurate service responses.

Feb 2, 2024 | By Shep Hyken,
Will AI Take Over The World? Will AI Take Over Customer Service?

Shep Hyken, customer service and CX expert, debunks five of the most common myths and fears associated with AI and ChatGPT-type technologies related to customer service and experience.

Dec 11, 2023 | By Helen Billingham
Why contact center agents shouldn’t have a fear of AI

Given how fast the technology is developing, there is a growing fear of AI among contact center agents. However, while AI will impact their roles, it is more likely to augment, rather than replace them.

Dec 6, 2023 | By Hellen Billingham
The importance of customer control in increasing satisfaction

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience.

Oct 27, 2023 | By Helen Billingham
Why cutting customer service budgets is a false economy

Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost center rather than a source of competitive advantage and revenues.

Oct 13, 2023 | By Helen Billingham
How technology can improve the agent experience

Providing a high-quality agent experience benefits both contact center employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave.

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.

Jul 31, 2023 | By Helen Billingham
Tracking the right customer service metrics for contact center success

Contact centers have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change.

Jun 28, 2023 | By Darren Bugg
The importance of post-purchase customer service in online shopping

Good customer service is vital for business success. This is especially important in the post-purchase stage of the customer journey. But it’s even more important with online retailing, where the customer is more unforgiving.

UK Jul 30, 2021 | By Helen Billingham
Understanding The Factors Driving Channel Choice In Customer Service

Consumers now have an ever-widening range of channels for interacting with companies. Getting the right balance has to start by understanding your customers. How, why and when do they want to engage with your business?

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