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Customer Self-Service: Why Only One in Seven Issues Gets Resolved – and How SMBs Can Fix It
Almost all customers use self-service, yet only 14 percent of issues are fully resolved there. How SMBs achieve more with contact reasons, real portal functions, an…
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Peak Season in Customer Service: A Contingency Plan for Black Friday, Christmas and the Returns Wave
When the peak turns out higher than planned: how service teams get through Black Friday, Christmas and the January returns wave with thresholds, overflow groups, callbacks,…
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Escalation management in customer service: how to handle complaints before they get expensive
Complaints rarely escalate because of the original mistake – they escalate because of how it is handled. How service teams manage escalations with fixed triggers, clean…
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Measuring customer satisfaction: what CSAT, NPS and CES really tell you about your service
Only a minority of customers still give feedback after a poor service experience. What CSAT, NPS and CES tell you, where surveys distort the picture and…
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Email in customer service: how to cut response times without drowning in the inbox
Email is often seen as a legacy channel – yet it is where the gap between customer expectations and reality is widest. How service teams answer…
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Agent Onboarding in Customer Service: Why Automation Made the First Weeks Harder
AI has taken over the simple requests – and with them the practice run for new service staff. Why onboarding plans designed before automation no longer…
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CRM and Contact Centre Integration: Giving Service Teams Their Customer Context Back
Telephony and customer data often run separately, connected only by the person in between. What a contact centre and CRM integration actually delivers, why data quality…
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Contact Centre Quality Assurance: Why Reviewing One Percent of Calls No Longer Works
Traditional quality management reviews around one percent of all conversations. AI-supported speech and text analytics makes full coverage possible – provided the scorecard, coaching rhythm and…
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RCS Business Messaging: What the SMS Successor Means for Customer Service
RCS is now available across Germany. What the verified messaging channel delivers in day-to-day service, what it costs and how it fits into an existing channel…
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Knowledge Management in Customer Service: The Foundation Your AI Needs
Gartner names poor data quality as the leading cause of abandoned AI projects. In customer service that means one thing: without a maintained knowledge base, AI…
Insights
Operations and metrics
Running a contact centre: figures that matter and figures that mislead.
