In the ever-evolving landscape of business-to-business (B2B) marketing, companies are constantly seeking innovative ways to stay ahead of...

The Covid pandemic gave an exponential boost to online customer service and indications are that the trend for online and telephone...

Contact centre agents were among the unsung heroes of the COVID-19 pandemic, keeping the bridges between businesses and the public strong...

“Of human virtues, patience is most great.” That statement has been attributed to Cato the Elder, the first-century B.C. Roman historian....

Lead generation is the process of generating enquiries based on consumer interest for a product or service ultimately leading to sales....

In a world of chatbots and email, you might think that shoppers today rarely call businesses. The opposite is true. According to The...

Customer support is vital across most businesses and sectors. And while it’s often a case of things running smoothly, there will be times...

SVL Account Director Anne Holmes discusses the globalisation of the Contact Centre Industry and benefits of redistributing these calls to...

Automated customer communication is the future of customer service. There is no swerving it. Instead, many companies are hurtling towards...

“Be where your customers are” is perhaps the first rule of customer experience. And where are customers? On social media. Indeed, the...

Last week we discussed how to calculate your Customer Retention Rate, this week we look at how that rate can be improved. 1. Improve the...

Have you ever wondered how many customers come back and use your services or buy your products? This metric is called customer retention...

Customers are less happy to self-service complaints, refund queries, and routine servicing than in 2021 A new study commissioned by the...

Following the pandemic, companies have discovered just how valuable the right cloud environment can be. Cloud solutions offer exceptional...

Winning customer loyalty is essential for any business, and in a call center environment, it is no different. Call centers play a crucial...

Creating a customer service survey is an effective way to gather feedback and improve the customer experience. Here are some tips for...

Call center average talk time, also known as average handle time (AHT), is a measure of how long agents spend on each call. This metric...

A new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from...

AI automated contact centre company Replicant has released the results of a new survey into customer service. Based on an online survey...

Talkdesk has released findings of a new report that has given a fascinating insight into contact centre metrics, with the average talk...