Customer service

Article

Transformation in the money transfer industry: The impact of customer expectations

Over the last ten years the money transfer industry has seen dramatic change. A decade ago,…

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How to deliver customer service in a rapidly changing world

How to deliver customer service in a rapidly changing world

White paper on how to deliver customer service in a post-pandemic world

3 steps to improving customer satisfaction this Black Friday Article

3 steps to improving customer satisfaction this Black Friday

Despite the Black Friday phenomenon being just a few years old this side of the pond,…

Why AI will transform how customer service teams work Article

Why AI will transform how customer service teams work

Visionaries in the field of artificial intelligence in customer service see radical changes on the horizon, with a tipping point lying just a few years in the future

How AI assistants close the gaps in customer service Article

How AI assistants close the gaps in customer service

AI assistants are capable of quite a bit more than their living room responsibilities.

Proven tips for retailers to make the most of this holiday shopping season Article

Proven tips for retailers to make the most of this holiday shopping season

We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy.

Three things to keep in mind when recruiting customer service agents Article

Three things to keep in mind when recruiting customer service agents

Finding the right customer service agents is a difficult task.

What to consider before you offer global support training Article

What to consider before you offer global support training

As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing