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People skills are essential for your social media customer service team. Here are some of the offline social skills they must have in order to succeed in making customers happy. Read More

Human sentiment, unlike big data, is highly unstructured and affected by lingo, language and expressions of irony or playfulness. It is hard to interpret and data scientists are still struggling to improve sentiment analysis so businesses can truly understand what their customers think. Read More

Speech Analytics can help call centers improve customer service through analysis of words and phrases used in a conversation between agent and customer. It allows you to provide the right training to the right people and resolve issues before they blow up. Read More

Learn the new trends in mobile customer care, and how contact centers are benefiting from the most relevant technologies in the industry. Read More

The financial industry has always been a volatile market. With the significant changes in the global capital markets in the recent years, it was forced to rethink their current processes and shift towards outsourcing more than what they have usually outsourced before. Read More

Public relations, otherwise known as PR, play an important role in any business, whether for a large group of people (a company or an organization) or an individual (celebrity, professional, freelancer or entrepreneur). Read More

Are companies really efficiently able to resolve customer service issues? These latest stats will tell you what you need to know. Read More

Automated Customer Support Systems can provide a lot of benefits to businesses, including providing solutions at a faster pace. However, it’s only a machine. You have to learn to balance its use with well-trained representatives who are capable of using the system to deliver better customer service Read More

There's a new school of thought that says customer satisfaction has become an irrelevant business metric. While it's a controversial assertion, it's also incomplete. Here are ten reasons why customer satisfaction still matters. Read More

Infinit Contact shares 5 things customer service representatives should never say and what to say instead. Read More