Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service?
Internet of Things sensors and smart devices have the potential to transform how organisations operate and interact with their customers.
2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?
Father Christmas sets the gold standard when it comes to delivering amazing customer service under extreme pressure. So, what’s the secret of his success?
Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect. How can companies ensure that they are ready?
With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.
As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.
In our latest guest blog Colin Shaw of Beyond Philosophy explains the concept of the Peak-End Rule and what it means in customer service.
Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships...
Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic. How can they deliver innovative service that efficiently meets the needs of their tenants?