Articles by Niamh Reed

About Niamh Reed

Niamh Reed works in content creation at Parker Software, a leading UK software house that offers live chat software and business process automation to businesses worldwide.

She spends most of her time writing articles spanning topics such as customer service and user experience.

During her downtime, she draws, plays the violin, and hip-throws people twice her size in jiu-jitsu.

Why technology in customer service makes it hard for agents to succeed

Why call centre agents are only as good as their technology

May 15, 2019 Last Updated: August 7, 2021
Niamh Reed

They say a poor workman blames his tools and when it comes to providing a great customer experience, are we making things difficult for our agents to succeed?

The rise of the call centre chatbot

April 6, 2019 Last Updated: July 9, 2020
Niamh Reed

With the continued improvements in AI technology, the call centre chatbot is starting to change the way call centres handle customer interactions.

3 Tips for dealing with customer abuse when working in customer service

3 Ways to manage Customer Abuse

February 8, 2019 Last Updated: May 24, 2021
Niamh Reed

If you find yourself on the receiving end of an abusive customer we’ve got 3 tips on how to manage customer abuse that will help bring things to an end.

The art of blending old fashioned customer service with technology

Long live good old-fashioned customer service

September 7, 2018 Last Updated: February 27, 2020
Niamh Reed

Old-fashioned customer service isn’t going out of style, so how can you balance traditional expectations with modern customer care & technology?

Caution when using chatbots for customer service

Chatbots for customer service are not a get-out-of-jail-free card

July 12, 2018 Last Updated: November 10, 2019
Niamh Reed

There is a rapid uptake in chatbots for customer service but as many businesses are finding out, it’s not an automatic solution to all your CX problems.

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?