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How on-demand customer service is revolutionising peak period scaling
In an era of high customer expectations, the ability to scale on-demand customer service during peak periods is not just a competitive...
Case Study: Great Southern Bank Transforms Customer Service and Reduces Operational Costs
Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...
Voice of the customer: Driving customer satisfaction and retention in financial services in 2025
In 2025, CX leaders in the financial services industry face a critical juncture. Customers and clients expect seamless, intuitive...
Contact Center Playbook: The Era of AI-first Experiences
Love it or hate it – you just CAN’T ignore AI anymore. Its transformative power is being felt among businesses across industries...
Contact Center Automation: Reduce Agent Burnout and Boost Customer Satisfaction
Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...
A Guide to Contact Center Analytics: Improving Customer Satisfaction and Operational Efficiency
Contact center analytics represent the gathering and reporting of customer data. By utilizing this data, businesses can improve the...
Leveraging Voice of the Customer Data to Create Seamless CX
As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...
Customer service has to win every time
Imagine walking into a store to buy a pair of shoes. The salesperson is friendly and helps you find the perfect pair. You're happy with...
Empowerment breeds excellence - This rings especially true in the realm of customer service
In a customer-centric world, the key to an unforgettable service experience lies in the hands of your workforce. Empowering them...
A quick reference guide to measuring customer experience
The axiom "you can't manage what you don't measure" is particularly true of customer experience (CX), but the multi-faceted nature of CX...
5 Steps to Automating the Customer Claims Experience
Create Better Customer Claims Experiences Claims handlers face the challenging task of delivering excellent customer experiences to...
Top Factors of Customer Experience: Traditional Banks vs Neobanks
The global open banking growth rate is expected to reach $19.14 billion in 2022 and is projected to grow to $48.13 billion in 2026 at a...
Customer Experience Insights: Baggage Nightmares of Middle East Airline Passengers
Clootrack conducted a detailed study analyzing 8,154 passenger reviews from January 2022 to January 2023. The study focused on Middle...
Middle East Airlines: A Comprehensive Analysis of Customer Concerns
In an increasingly competitive airline industry, providing an exceptional passenger experience has become a crucial differentiating...
Calabrio WFM: Because Your Agents Deserve the Best—Wherever They Are
A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy. At long last, employee...
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