Agent tips
5 digital banking customer experience trends to consider for 2023
Banks that consistently optimise the customer experience grow faster. Here are trends and best practices to help guide your CX strategy – and drive customer relationships that last.
Latest stories
Give your agents the context they need to solve customer problems
When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request.
The 5 communication styles customer service agents need to know
As a customer service agent, having great customer service communication means everything.
How to deal with angry customers: 17 tips, templates, and examples
Not sure what to say to calm down an angry customer? Here’s how to handle an irritated customer and ease tension across channels.
16 customer service tips for 2021 and beyond
Customer service tips for customer service Champions.
Don't be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Chat support models: shared vs dedicated
Offering omnichannel customer service is the core of any organization’s support strategy.
Every ticket is a puzzle: One advocate’s drive to solve them
New Zealand native Carl McDowell doesn’t have a personal mantra, but he is quick to note a telling double entendre in his last name: do well.
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they are becoming more accustomed to interacting with AI-powered tools for the support they need.