Customer service
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,…
Latest stories
How to deliver customer service in a rapidly changing world
White paper on how to deliver customer service in a post-pandemic world
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,…
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
Article How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities.
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.
Article Three things to keep in mind when recruiting customer service agents
Finding the right customer service agents is a difficult task.
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
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