- AI in customer service (5)
- Law and regulation (3)
- Operations and metrics (16)
- Security (2)
-
Proactive Customer Communication: Why a Notification Alone Does Not Prevent Calls
Two in three customers still contact the company after proactive outreach. How service teams announce delivery delays, outages and rescheduled appointments so that the notification answers questions instead of creating them.
-
Callback Instead of Hold: How Service Teams Keep Their Callback Promises
Three in four customers want a callback at a time of their choosing – yet many decline the offer because they do not trust it. How…
-
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…
-
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,…
-
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…
-
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…
-
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…
-
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…
-
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…
-
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…
-
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…
-
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…
