This is the ultimate customer service guide for managers – we’ve assembled topics we believe to be a solid overview over everything you need to know about the customer service industry.
Exciting insights from service experts. Download now!
Customer Service Jobs Overview
This is your customer service jobs overview – we’ve assembled job descriptions we believe to be representative of the customer service industry.
ACD (Automatic Call Distribution) Systems in Customer Service and Call Centers / Contact Centers
An Automatic Call Distribution (ACD) system is a combination of software, hardware (servers for on-premise systems, for example), and connections to external systems that directs incoming calls to relevant departments or individuals. Find out more about ACD systems, how to select one, and who the most common ACD providers are.
What is a Virtual Queue? Would My Call Center Benefit From Having One?
Virtual queues can be very helpful for call centers, but not all call centers benefit from them. Find out more in this white paper.
Crises Management and COVID-19
In this white paper, a 12-point checklist awaits you, with which you can coolly come through real crises and, in the best case, even emerge as a winner. Read how communication, information and cohesion can work even in the toughest times and how they can get even better with the right technology!
Digital Transformation in Customer Care
No idea about digital transformation or how to implement it in your company? In this article, we talk about identifying quick-win projects in customer care.
Return on Investment
In today’s “switching economy,” consumers are more likely to switch from one brand to another. Customers are able to use several different websites to compare price and experience across different products and service providers. This easily accessible pool of information makes it easy for customers to switch from one service provider with just one click. For businesses, this means a higher likelihood of losing customers. Learn how to reduce contact center personnel costs, gain stronger customer loyalty, and differentiate yourself from your competitors!