CX Central Articles - Page 21 of 71 - Expert tips, insight, ideas and data!

Interview with Daniel Ord

June 4, 2018 Last Updated: March 16, 2020
Justin

This episode Justin is joined by Founder & Director of Omnitouch Daniel Ord as they discuss a range of topics impacting the call centre industry.

Is using emojis in customer service now acceptable?

Should you be using emojis in customer service?

May 31, 2018 Last Updated: March 12, 2020
Niamh Reed

Since their creation, emojis have continued to be embraced across the world so is it ok to now start using emojis in customer service support?

Common Customer Experience Mistakes

May 23, 2018 Last Updated: February 3, 2020
Shane Goldberg

A refreshingly honest look at some common customer experience mistakes that serves as a good checklist to make sure you avoid them on your CX projects.

Why the customer is still always right

May 22, 2018 Last Updated: February 6, 2020
Martin Grunstein

Whilst modern customer service techniques are changing, one thing that has never changed is that the customer is still always right. Period.

The CX Hustle Podcast Introduction

May 14, 2018 Last Updated: March 16, 2020
Justin

Join Justin Tippett as the host of the CX Hustle podcast as he brings you the latest tips, insights and trends specifically relating to Customer Experience (CX) and call centres including interviews with key Call Centre industry leaders.

Vodafone axe call centre jobs in Hobart

May 7, 2018 Last Updated: March 15, 2020
Justin Tippett

Sad news today as Vodafone axe call centre jobs in Hobart as a result of declining call and complaint volumes requiring fewer call centre employees.

Unity4 leveraging Behavioural Economics to improve call centre scripting

Unity4 leveraging Behavioural Economics for call centre scripting

May 4, 2018 Last Updated: December 29, 2019
Justin

Unity4, one of the world’s largest remote agent call centres has been optimising its call scripting using the latest learnings from behavioural science.

NICE Cognitive Robotic Automation Platform Expands

May 3, 2018 Last Updated: November 15, 2019
Justin

NICE (Nasdaq: NICE) today announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfil more customer requests, including complex actions, in real-time.

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021
Justin Tippett

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

Is swearing at work OK?

May 1, 2018 Last Updated: December 31, 2019
Mike Crompton

If you already have a potty mouth and find yourself swearing at work you may be doing yourself a favour according to a new survey. Or you could be fired…

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