Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. Salesforce predicts that by 2027, 50% of customer service cases will be ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

One of the most hotly debated subjects at this year’s World Economic Forum in Davos concerned the risks posed by technology to jobs, political stability and cyber security. Disruptive technologies ...

Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...

Australians ringing customer service have long been used to calls being answered in the Philippines or India, but soon the call could be answered in Bali – by an expat Aussie.

Eir, the largest provider of fixed line telecommunications services in Ireland, has announced what is being called a “transformative” partnership with NTT Data and Genesys. Offering broadband, voice, ...

Lecturer in English Language and Applied Linguistics, The Open University Most of us dread dealing with them, but call centres are hard to avoid as an increasingly ubiquitous aspect of modern life.

As one of the world's largest retailers, Amazon is a well-oiled machine. But while most orders get fulfilled quickly and painlessly, issues can still occasionally arise, especially during the busy ...

A new US bill seeks to protect American call centre jobs and consumer data. It would make companies reveal if you're speaking to AI or an overseas agent and penalize firms offshoring jobs by ...