Millennials and Generation Z occupy a growing place in the economy. With that, integrating WhatsApp into your customer service strategy is essential.

Digitalization is a fear for some managers. A shame, because digitization can ensure 100% customer satisfaction.

9 Tips for getting your customer contact center staff to work efficiently and effectively.

Meanwhile, more and more call centers are transforming into contact centers. What's the difference?

Combining a good support person with the right technology creates superpowers that help your customer super fast and very efficiently.

What is a VOC analysis and what should you look for?

Creating a customer service vision is one thing. In this blog, we'll tell you what else to look out for.

With a well-functioning contact center, you can become increasingly responsive to your customer's needs. Time-consuming? Not if you do it right!

A whole new year of opportunities lies ahead. With these five tips, let your customer contact center employees shine.

Your call center employees are your organization's calling card. That requires a number of specific competencies. In this blog, we discuss nine of them.

People today are increasingly choosing live chat. Not only does it improve the customer experience, it also increases productivity.

By using technology smartly, you as an organization can make a difference when it comes to your customers' experience. Here's how you do it.

What do you steer toward to make sure you can actually put down that great customer service?

When you call an organization, you want to be helped quickly and efficiently. While calling once meant getting stuck in an endless queue, today an IVR provides a completely different experience. What…

What trends must you deal with as a customer contact manager if you want to be ready for the future? In this blog, we list five.

The optimal customer experience is the primary factor that allows you to stand out from the competition. Your Customer Effort Score is an important indicator.

With all the channels, features and vendors of help desk software, you could easily get lost. Time to go back to basics.

Companies with strong omnichannel environments achieve retention rates as high as 89 percent. Crucially so, today.

As a customer contact manager, you want to be able to deliver with focus, but how do you do that? Four elements not to be missed.

Working from home is here to stay, but the office also continues to play a major role. As a customer contact manager, how do you deal with such a hybrid work situation?

Digitalization is gaining momentum. In this blog, Rob Wegdam talks about how to keep your head above water in that momentum.

Being future-ready as a contact center? What does that mean? Contact Center live ensured in 2 weeks that Safety Region Rotterdam Rijnmond became future proof. Watch our video!

An optimal customer experience starts with insight, in both quality and content. But as a customer contact manager, how do you monitor quality? Four tips.

An optimal customer experience begins with insight. In quality, in content, historically and real time. This is how you take your organization to the next level.

We all know what it feels like to be unheard as a customer. With an efficient customer contact environment, you ensure happy customers and happy employees.

If you make sure your customer feels heard in all areas, you will contribute to the ideal customer journey and therefore the success of your organization. How do you do that?

From new technologies to the current health crisis, call centers have recently undergone tremendous changes and must constantly adapt to the changing needs of customers in order to provide the best…

Nowadays, it is well known that customer service management is as important as the quality of the products and services provided by the brand. A HubSpot study showed that 93% of customers are more…

Since flexibility and agility are vital in a call center environment, here are a few key features for choosing the right call center software.

When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. The idea of chatbots assisting or possibly replacing human agents was exciting, but was…

What do customers really want? As technology changes the ways in which they interact with brands, expectations continue to shift. While many companies are embracing tools such as artificial…

The rise of omnichannel practices has undoubtedly increased pressure on brands to capitalize on every sales opportunity. With customers reaching out on channels as diverse as social media, messaging,…

Customer surveys are a time-tested method for gaining valuable feedback. However, the quality of a survey, as well as its timing, make all the difference. If customers feel inconvenienced or fail to…

Customer data has long been a sensitive issue. Given recent stories in the news about companies mishandling data, it’s no wonder that consumer confidence has been impacted. A Pew Research Center…

Customers want to help themselves. They are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. In a recent survey,…

Comparing the differences in customer service for business-to-consumer (B2C) and business-to-business (B2B) means understanding the scope of each method. Both approaches are designed to accommodate a…

Every company’s success depends on understanding customers’ desires. In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways…