Life Eir says complaints have ‘decreased significantly’ following ComReg fine It said it is now resolving customer complaints almost 17% faster than the industry average for fixed-line issues 19 May
Pro Zoho customer service tools get AI, analytics updates Zia AI assistant is being rolled out in new areas and provides email ‘sentiment’ analysis to Zoho Desk. 22 Nov
Pro Is legacy equipment holding you back in a customer-centric world? Equipping customer service to meet demand for seamless communications across multiple channelsshould be a priority 9 Mar
Longform Off road, online Remote support has made the ‘man in the van’ an endangered species, writes Billy MacInnes 16 Feb
Longform In praise of the human factor Automation may be changing the nature of customer service but there’s no substitute for the personal touch, finds Billy MacInnes 12 Jun
Blogs Beating the customer service blame game How you deal with complaints says a lot about your business' overall level of service 13 May
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