Customer service trends in 2021 will be driven by COVID-19 and its lasting ramifications. Contact centre managers have had to radically rethink their business models, continuity plans and ...

Between QA, feedback and insight that can be inferred from things such as call duration and other meta-data, there is a large amount of measurement and analysis that can be done to monitor the quality ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

Megan Jones of Call Centre Helper recently interviewed me about the “Pillars of Customer Service.” In preparation, I did a Google search and asked, “What are the pillars of customer service?” There ...

For years, businesses have treated customer and employee experiences as separate priorities. Employee experiences were ...

An effective knowledge management strategy can improve many business functions, especially customer service. In an age where organizations have access to massive amounts of customer data and ...