Entries by Mandy Reed

What are You Doing to Deal with Stress?

By Rachael Needham, Head of Delivery Management A key to good relations with our (yours and mine) clients is dealing with stress. When we’re negatively stressed or stressed out, we are less likely to be friendly, come up with creative solutions, or handle difficult situations well. There is lots of great information about stress and […]

For a Better CX, Get Out of Your Customer’s Way

By Björn Gülsdorff, Chief Business Development Officer It is Customer Service Week, time to give customer service and customer experience (CX) some thought. Wait a minute – even more thought? Isn’t it all about CX these days? It is, albeit lip service most of it. Also, we know we have gone too far when you […]

भारत में ग्राहकों की समस्याओं को दूर करता चैटबॉट

By Anand Gupta, Knowledgebase Author Read this post in English here. पब्लिक डिस्ट्रिब्युशन सिआज के दौर में भारत दुनिया की सबसे बड़ी उभरती हुई अर्थव्यवस्था है परंतु  ऊंचाइयां छूने के लिए अभी भी बहुत कुछ करने की दरकार है। देश को सफलता की सीढ़ी पर ले जाने के लिए तकनीक का बहुत महत्वपूर्ण योगदान रहा […]

Building a Positive Relationship for Better Customer Service

By Mandy Reed, Global Head of Marketing The relationships you have with your customers directly affect your bottom line. Happy customers are more likely to be loyal, repeat customers and recommend you to their friends, family and social media connections. Every service and support engagement you have with a customer can make or break that […]

The Cycle of a Successful and Harmonious Customer Service Experience

By Rachel Freeman, Operations Director It’s 2019 and time again to celebrate Customer Service Week. It’s Autumn and leaves are falling in the Northern Hemisphere – a testament to the changing seasons of a cyclical and (hopefully) never-ending cycle. The cyclical concept seems apt this week as we mark this week-long celebration again this year […]

The Ever-Changing World of Customer Service Chatbot Creation

By Jeff Clifford, Project/Account Manager I started building virtual agents and chatbots for customer service more than 12 years ago. A lot has certainly changed in that time. I talked about some of the changes in my Meet the Team interview a couple of years ago, but the industry has continued to evolve since then. […]

Three Cheers for Customer Service Week

By Mandy Reed, Global Head of Marketing Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. The customer service landscape is more challenging than ever with a growing number of customer contact channels […]

#CXDay: Serving Your Customers a Custom Support Experience

By Mandy Reed, Global Head of Marketing Happy CX Day! Today is the annual global celebration of the professionals and companies that make great customer experiences happen. In a world of growing expectations for on-demand service and highly connected, always-on customers, creating and delivering a great customer experience (CX) is no easy task. A couple […]

Digital CX Challenge: Humanising Your Self-Service

By Mandy Reed, Global Head of Marketing For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. While some organisations have used that as a […]