Blog Articles

30 June 2020
AI Automation

How AI Will Improve the Employee Experience (EX) This Decade

We sat down with Customer Service Expert and Influencer Harald Henn to get his fascinating insights into the many ways AI will improve the employee experience by 2030.....

23 June 2020
Customer Experience

Reducing Stress on Customer Service Teams During a Crisis

We sit down with customer service author and expert Maxine Kamin to discuss the best strategies for calming nerves and working as a cohesive unit amongst customer support...

16 June 2020
Customer Experience

How To Manage Soft Skills for Customer Service Teams

We sat down with Customer Service author and expert Renée Evenson, to talk about how to instill and improve soft skills amongst your customer service support team....

10 June 2020
AI Automation

How To Plan Your Internal AI Strategy

It’s exciting to consider the many ways AI can help your support centre, but it’s important to plan your strategy first. Here’s how....

05 June 2020
Ultimate Knowledge

What Ticket Routing Means for Your Customer Satisfaction

Ticket routing happens behind the scenes, yet it's an incredibly important part of customer satisfaction....

26 May 2020
Customer Experience

How to Form Customer Obsession Habits with your eCommerce Team

Fostering customer obsession amongst your eCommerce team isn't easy. That's why it's important to build habits that keep the focus on the customer. Here's how....

22 May 2020
Ultimate Knowledge

So, What Actually Is a Feedback Loop?

With feedback loops, a system is constantly in dialogue with itself....

18 May 2020
Customer Experience

Fostering Customer Loyalty in eCommerce

Loyal customers are the most valuable customers. Find out trade secrets for creating loyalty and membership programmes for eCommerce brands....

15 May 2020
Ultimate Knowledge

What Is Data Security?

Data security is both a legal requirement and a matter of trust between companies and their clients....

14 May 2020
Customer Experience

Hiring and Onboarding Customer-Obsessed Agents in eCommerce

Building customer obsession into your company starts from the ground up, and that begins with your hiring decisions and onboarding procedures. In this article, you'll...

12 May 2020
Customer Experience

A Window into The Future of Conversational Commerce

We sat down with Chatbot and C-Commerce expert Yoav Barel to talk about how conversational commerce will shape our world in the coming years....

24 April 2020
Ultimate Knowledge

What Actually Is Data Science? And Why Is It Important?

Data science is mostly about asking your data the right questions....

16 April 2020
Customer Experience

When Your Team Resists Digital Transformation

We sat down with Change Manager Jerina Hardy to get the full run-down of her digital transformation change management process....

10 April 2020
Ultimate Knowledge

What Are Customer Service Metrics You Should Be Looking At?

Five metrics to assess the happiness of your customers and the efficiency of your customer service....

06 April 2020
Customer Experience

Why Customer Service Agents Are True Heros Of Your Company

Meet Indira -- a superhero dressed in customer service agent clothes....

27 March 2020
Ultimate Knowledge

What Is a Classification Algorithm?

Classification algorithms can be used for speech recognition, handwriting recognition, or credit approval....

26 March 2020
Customer Experience

Less Stress, More Success: How to Deal With Workplace Stress

Let’s face it -- the modern contact centre is a hotbed for stress....

24 March 2020
Ultimate News

"We provide solutions to create a wow moment”

Raymond Hüner answers three questions about what attendees of our next webinar can expect from his presentation about ticket automation with Freshworks....

20 March 2020
Ultimate Knowledge

What Is a Support Bot?

Support chatbots will not solve all problems magically, but they may make your life a lot easier....