Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

Customer service is a critical aspect of any business, but sometimes managing the phones can become a burden that undercuts daily operations. When answering phones, email messages and other customer ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

With customers complaining about high call volumes and long wait times for companies to resolve their issues, could customer service standards be slipping? (Illustration: CNA/Rafa Estrada) New: You ...

In 2026, contact centre leaders are being pulled in two directions at once. Executives are demanding AI‑driven efficiencies, while customers expect more human, empathetic support than ever.