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Roxanne Abercrombie

Roxanne Abercrombie
I like sugary tea, Arnold Schwarzenegger and quality copywriting. (Not necessarily in that order). You can find me at Parker Software as Online Content Manager.

Are chat transfers bad CX?

Chat transfers let your agents help each other out with difficult chats. They’re how your chatting customers move from first-line to second-line support. They’re...

Customer service trends in 2021: the post-COVID contact centre

Customer service trends in 2021 will be driven by COVID-19 and its lasting ramifications.Contact centre managers have had to radically rethink their business models,...

The problem with a sales-centric approach to live chat

Live chat software is commonly deployed with a sales-centric approach – intended to nurture web leads and drive online conversions. And there’s no denying...

The risks of live chat outsourcing

Live chat outsourcing seems gloriously convenient. On the surface, it promises that golden offering of extended support hours, without extra employee strain. By assigning...

The altered nature of telephone customer service

As one of the longest standing channels, telephone customer service has undergone quite some evolution. In its heyday, telephone customer service reigned supreme. It was…

Chatbots vs webforms

You land on a website. You like the service on offer, and want to find out more. Unfortunately, the page directs you to a...

Courting the emotionally intelligent customer

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”Maya Angelou We’ve all...

Why your standalone chatbot is failing

Part of incorporating a chatbot into your offering is deciding how you want to deploy it. And a popular method is to deploy it...

The customer service stats defining 2018

We’re in the ‘experience era’ of marketing. The traditional four Ps (Price, Product, Place, and Promotion) just don’t cut it anymore when it comes...

Sliding doors: your customer’s journey

Despite the elegant technology companies have at their fingertips, the customer journeys they offer are often far from slick. The common complaints of today...

What do older generations want from customer service?

It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online...

Chatbots: the good, the bad, and the ugly [ infographic ]

Chatbots are over fifty years old. Over many years and many formats, AI chat technology has evolved into the customer service bots we recognise...

[Infographic ] The customer service graveyard

An inscribed clay tablet, kept in the British Museum, is widely believed to be the world’s first recorded customer service complaint. Inscribed are the...

5 customer service figures defining 2017

Ten years ago, customer service was usually relegated to an outsourced contact centre. Today’s proliferation of “Customer Heroes”, “Customer Success Managers”, “Customer Experience Consultants”...

5 ways you’re absolutely infuriating your customers

Everyone thinks theirs is great, but the majority disappoint. (Customer service, that is.) The truth is, in the age of the empowered consumer, customer...

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