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There are customer issues that would require human intervention and empathy. In these cases, brands and service providers must be able to target customers’ needs. Read More

For many reasons, however, outsourcing gained a muddy reputation over the years. Some associate it with poor-quality outputs and unfair wages—things that may threaten a company's branding. Because of this, many brand owners hesitate to take their services to a contact center, and it's only to be ex Read More

The machines are taking over the world...the customer service world that is! See how businesses are using chatbots to revolutionize the concept of on-demand customer service.
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The article outlines 11 steps in which businesses are doing customer support on Twitter all wrong and also offer solutions to each mistake.

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Multi-channel customer service is one of the new marketing ‘buzz words’ that we have inherited along with the internet era.

Businesses are told that they need to be multi-channel to thrive. But what does multi-channel customer service mean in practice? Read More

The advent of social media is fascinating. Although these social networking sites were originally created to enhance personal relationships, they have now evolved as customer service tools. Read More

Are you doing customer service surveys? Even the most basic survey tool lets you measure responses using a ranking or rating scale. For instance, it’s common to use satisfaction or importance scales (e.g. “very important” to “very unimportant”) or recommendation scales (“How likely are you to recom Read More

The of customer service and the way you interact with customers is changing. But without flipping your whole company on its head, here is what you can do to prepare. Read More

There is more to business success than the products and services offered. The infographic below showcases the most essential customer service skills some entrepreneurs probably don't have.... Read More