Articles - Customer Service

Customer service sits at the heart of every successful contact centre. This hub of expert articles, practical tips, and inspiring examples explores how to deliver great service that balances efficiency with empathy. Discover how communication, technology, and culture all work together to create experiences that build loyalty and trust. The resources here cover key areas such as active listening, tone of voice, service recovery, and training, helping your teams consistently meet and exceed customer expectations.

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Video Image: How VoC Programmes Are Changing
How VoC Programmes Are Changing
Video Image: Why Human-in-the-Loop AI Matters in Customer Service
Why Human-in-the-Loop AI Matters in Customer Service
A large amount of SMS messages on smartphone
Are You Harnessing the Power of Outbound SMS?
CX delivery concept with hands holding smiley face with thumbs up and five star rating
How to Turn CX Promises Into Accountable Actions
Empathy concept with head shape and lightbulb connected to heart
What’s Really Ruining Empathy in Customer Service?
Video Image: Improving Abandon Rate - From Wait Time to Win Time
Improving Abandon Rate – From Wait Time to Win Time
Customer complaints concept with person showing dissatisfaction
Use Customer Complaints to Your Advantage
Finding the balance concept with a circle and square on a scale
Balance Automation and Personalization in CX
Person sat at desk with clock and icons
The Secrets to Scheduling Multiskilled Agents
Video Image: The Rise of Chatbots in Customer Service
The Rise of Chatbots in Customer Service
Person with phone and video screens
The Secrets to Effective Customer Self-Help Videos
A house is covered with headphones to reduce noise - remote workers reducing background noise concept
How to Reduce Background Noise for Remote Agents
Modern smartphone with cloud of mobile apps over it
Isn’t It Time You Had a Customer Service Smartphone App?
The words customer journey map on a board with numbered circles
10 Ways to Go Deeper With Customer Journey Mapping
Social media pitfall concept with person on laptop falling into a hole
5 Pitfalls of Social Media Customer Service
Call centre employee looking at computer with padlock
7 Methods to Verify the Identity of Your Callers
Person and clock - embracing talk time concept
Why You Should Embrace the Complexity of Longer Talk Time
Robot with a headset on
8 Must-Have Bots for Modern Customer Service Teams
Social media concept with person holding phone with icons
How to Handle Customer Privacy on Social Media
Person in VR goggles having immersive experience
Why Immersive Experiences Are the Future of CX
Measure patience concept with hand holding clock with segments and an hourglass
3 Better Ways to Measure Customer Patience
Site visit image from Costa Coffee Contact Centre
15 Ideas We Heard at Costa Coffee’s Contact Centre
15 Proven Tactics to Reduce Abandon Rate
Why Is Video Chat Being Underutilized?
 
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