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44% of customers would rather a clean a bathroom for half an hour than spend 30 minutes on hold with customer service. Businesses can’t risk losing so much customer goodwill over wait times. This guide to building your business around the customer teaches you how to minimise hold times whereve ...

If you look at the highest-performing businesses in the world today, you’ll notice that customer satisfaction goes beyond frontline contact centre agents. Modern-day organisations are starting to realise that in order to be a customer-centric organisation, you need to focus on employees first.

While many teams are still working remotely, the situation has typically presented more challenges for some areas of business when compared to others. This manual will help you prepare your contact centre with a business continuity plan to make remote work a functional reality.

The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with customer habits, and access to the history of interactions. Read this guide to discover how this strategy of call deflection improves the agent and customer expe ...

What type of customer experience does your company deliver from outbound to inbound? Is it consistently positive? Are you in control of the conversation? When you start looking at selling as a two-way conversation and not separate outbound sales calls and inbound support interactions, elevating e ...

Transitioning from a physical to virtual contact centre has its challenges. Many of us were forced into it last year, and are still feeling the effects. This eBook teaches brands how to better manage teams of remote contact centre agents, to improve experiences on both sides of the EX-CX equa ...

The digital customer service universe is evolving rapidly. Today’s consumers expect to be able to use their channel of choice based on the type of problem or issue that needs to be addressed and their current situation. It’s up to customer service organisations to keep pace with complex, rapidly ...

Today’s economy is customer-centric, and customer expectations have never been higher. Businesses need to adopt omnichannel digital engagement tools to empower their agents and connect a global workforce. Traditional on-premises contact centres can’t keep up—they lack the scalability and flexibil ...

As we kick off a new decade, not only does customer experience remain a top priority for CEOs, the most progressive companies are taking huge strides in pushing CX at the heart of their transformation. It has never been so vital for the CX leaders to show up with their expertise to lead and su ...

We sat down with Hema's Head of CRM and Customer Services, Helen Zuurmond in this exclusive interview with one of the thought leaders within the customer service space.

Whether you’re in a big global corporate in the financial services industry, an innovator in consumer tech or a digital-only retailer, customer service is king in any and all industries. However in recent years, senior customer contact executives have been struggling to balance ever-changing cust ...

Senior decision-makers in customer experience and contact centre roles will attend the CCW Executive Exchange as prospective customers, looking to shorten their RFP Cycle by taking part in one-to-one private business meetings with solution providers like you. The Exchange gathers 60 senior con ...