Engage customers with service excellence

With 'the Customer Experience' becoming the key driver behind customer loyalty and therefore profitability, Customer Service teams have become a mission critical business function. We therefore invite you to immerse yourself in analyst whitepapers, case studies and expert blogs in order to skill up on the strategies, cultures and technologies that Customer Service departments are deploying in order to better engage with their customers.

 

 

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Explore Customer Service solutions

Our customer service software can help you deliver differentiated experiences – profitably.

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Contact Centre and Omni-Channel integration

Aberdeen Research explore and outline the business value and best practices of integrating the contact center with omni-channel programs in order to deliver a seamless customer experience across multiple touch-points.

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2014 Social Customer Engagement Index

In it's fourth edition: Social Media Today survey their audience on the use and effectiveness of social media tools for customer service. Get the report today!

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Field Service update: New business priorities

Explore the notion that field service organisations need to begin to identify how they can support better resolution rates and improve revenue opportunities alongside the wider service organisation

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BABEL's Contact Centre guide UK 2014

Contact Babel's 12th edition of The UK Contact Centre Decision-Maker's Guide studying the performance, operations, technology and HR aspects of UK contact centre operations. 215 UK Contact Centre managers took part in the survey

Customer Service gurus lend you their thinking caps via their latest blogs

The Customer Edge thought leadership series

Succint and actionable thought leadership blogs from Forbes, Ad Age, Business2Community and other leading industry contributors. This month's picks are to the right!

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Clever or Creepy: Is your Customer Service crossing the line?

Forbes' explores the notion that making use of customer information you’ve captured digitally can seem intrusive in the world of face to face customer service.

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What makes a great social Customer Service Agent?

Business2Community: There’s a disconnect today between what [social] customer service providers deliver and the expectations of their customers. Is your business one of the few that actually lives up to what it believes?

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Omnichannel? Why should Contact Centers care?

"One might think that the company had invested everything in their online store and retired the whole contact center: it was so difficult to get any answers via email or phone."

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