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CUSTOMER NEWS

Roadblocks in Business Management: Why You Should Make Your Employees' Life Easier

By: Contributing Writer    1/21/2022

Many factors contribute to business failure, such as general market downturns, change in the economy or industry, CEOs and founders burning out or giv…

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Consider Attended Bots to Help Improve Workflow and Customer Retention

By: Tracey E. Schelmetic    1/20/2022

If you could improve one metric in your contact center, it would make sense to focus your energy on customer retention. Acquiring new customers is exp…

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Report Offers Advice for Improving Experiences for Federal Services

By: Luke Bellos    1/18/2022

Appreciation for proper customer service has finally gained traction in the business world. After decades of disregarding and ignoring customer sentim…

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CentrePal Establishing First Azure Data Center in the UK

By: Stefania Viscusi    1/14/2022

Microsoft Teams is used by companies across the globe to unify chat, voice, video and file sharing for in-house, virtual and remote teams. The collabo…

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Harnessing Customer Feedback for Workforce Improvement

By: Tracey E. Schelmetic    1/12/2022

Most companies understand the importance of a positive customer experience. It brings more business, return customers, word-of-mouth referrals and exp…

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Better Customer Support Starts With Training

By: Stefania Viscusi    1/7/2022

Businesses are fighting harder than ever to win over customers, and any issues regarding customer experiences can cause serious issues for brand loyal…

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Building A Stronger Marketing Campaign with AI Assistance

By: Luke Bellos    1/6/2022

After nearly two years of sluggish business growth, businesses are looking for effective ways to increase customer retention. AI-assistance marketing …

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2021 TMC Labs CUSTOMER Innovation Winners Espouse Modern Customer Support Values

By: CustomerZone360 Staff    12/30/2021

It is fitting that the winners of this year's TMC Labs CUSTOMER Innovation winners are very useful "far from home" (the Spiderman prequel to the curre…

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Ontario Government Passes "Disconnecting from Work" Legislation to Protect Employees

By: Tracey E. Schelmetic    12/29/2021

The government of Ontario, Canada has passed legislation to help teleworking employees disconnect from their work responsibilities after work hours.

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Zurich Buys AlphaChat to Boost Conversational AI Capabilities

By: Stefania Viscusi    12/28/2021

To further improve its customer service automation and digital capabilities, Zurich Insurance Group (Zurich) has announced it will acquire AlphaChat.

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Software Giants Compete for Customer Service Domination

By: Luke Bellos    12/28/2021

Customer service is finally receiving the support and recognition it deserves. After decades of disregarding customer service centers as costly, unpro…

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LiveVox Announces Alliance With PlanetOne

By: Luke Bellos    12/23/2021

LiveVox recently announced the formation of a new strategic alliance with cloud-based IT solution developer, PlanetOne.

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Medallia Shows Appreciation for Contact Center Agents with Rewards Integration

By: Luke Bellos    12/23/2021

Medallia, a leader in customer and employee experience solutions, recently announced a new Snappy Gifts integration to reward contact center agents.

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What Is A VoIP Phone And Should You Use One?

By: Contributing Writer    12/23/2021

It seems that every day a new piece of technology is introduced. Some of these new additions become integral to our daily lives, such as the smartphon…

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McLaren Racing Partners with Immersive Labs, Accelerating Cyber Risk Protections

By: Stefania Viscusi    12/20/2021

Formula 1 racing is a top motorsport and one of the fastest track runs in the world. In addition to being a dream for any racer, it's also one of the …

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McDonald's Renegotiates Delivery Agreements with DoorDash and Uber Eats to Boost Profits

By: Laura Stotler    12/16/2021

McDonald's is beefing up its delivery services through newly renegotiated agreements with DoorDash and Uber Eats. The fast food giant has white label …

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AToss Turns to Persistent for CRM Transformation

By: Luke Bellos    12/16/2021

Workforce management software provider Atoss recently partnered with Persistent Systems to introduce new customer relationship management integrations…

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Retailer Rules for Meeting Customer Service Challenges this Holiday Shopping Season

By: Laura Stotler    12/16/2021

Retailers are under enormous pressure to meet customer service demands during the busy holiday shopping season. By following a few basic rules, busine…

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Biden Signs Executive Order to Modernize Government Programs

By: Luke Bellos    12/15/2021

President Biden signed an executive order requiring agencies to introduce digital services to make public-facing services more efficient for citizens.

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Starting A Tech Company In 2022: What Every Potential Leader Needs To Know

By: Contributing Writer    12/14/2021

We all know the tech world is a competitive field to break into and can have high initial investment costs. However, if you can provide a unique and p…

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The Digital Transformation of a North American Retailer Is Driving Expansion for Kandy and ConnX

By: Arti Loftus    12/9/2021

When a national retailer with over 5,000 stores across the US and Canada needed to solve fundamental real-time communications and IT network obstacles…

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Visier and UKG Join Forces For Employee Management Integration

By: Luke Bellos    12/8/2021

People analytics solution provider Visier recently announced a strategic partnership with Ultimate Kronos Group (UKG). As part of this new relationshi…

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Five9 Upgrades Workforce Solutions With Synthesized Human Speech

By: Luke Bellos    12/7/2021

Five9 recently unveiled Virtual Voiceover, a new solution designed to offer customers human-like voice capabilities for automated contact center progr…

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T-Mobile Customers Report Drop In Service Quality After Sprint Merger

By: Luke Bellos    12/7/2021

T-Mobile customers are noticing a dramatic drop in customer service quality after the company merged with Sprint back in 2020.

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Lingo Completes Third Phase of Customer Integration with ICE Back-Office Platform

By: Tracey E. Schelmetic    12/7/2021

Lingo Communications recently announced enhancements to its ICE back-office platform, a fully integrated billing, network management, workforce manage…

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Elevating CX Solutions With Knowledge Management Systems

By: Luke Bellos    12/6/2021

CX solutions offer detailed insights for improving better customer experiences, but businesses can enhance those insights further with the support of …

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As CX Remains at the Center of Attention in the C-Suite, Another Merger is Announced

By: Matthew Vulpis    12/6/2021

Today, so many of the products and services we use have become commoditized. Customers have more power to voice their levels of satisfaction than ever…

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AI and NLP Being Used to Improve Healthcare Customer Service

By: Laura Stotler    12/3/2021

The healthcare industry suffers in the customer care department, with a large number of callers hanging up out of frustration. AI and NLP are increasi…

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Madison, Wisconsin to Expand Alternative Community Emergency Services

By: Tracey E. Schelmetic    12/2/2021

Municipal call centers are frequently being utilized to offer mental health care in emergency situations. Some regions are putting together Mental Hea…

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Everything You Need To Know About The RTO Industry Before Getting Involved

By: Contributing Writer    12/2/2021

In modern Australia, more and more people are starting to get involved with unique RTO businesses across multiple industries. Whether you're a knowled…

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Survey Finds Contact Center Agents Need Resources to Avoid Burnout

By: Luke Bellos    11/24/2021

New research from Lucidworks finds contact center agents would like more mental health resources to maintain positive work performance.

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NICE Partners with First Orion for Branded Calling and Call Authentication

By: Tracey E. Schelmetic    11/23/2021

The scourge of unauthorized robocalls has led to an epidemic of consumers who simply don't pick up calls, fearing they'll be pitched an extended car w…

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Amica Insurance Partners with Hi Marley for SMS Support

By: Luke Bellos    11/22/2021

Rhode Island insurance agency Amica selected SMS platform provider, Hi Marley, to provide customers with texting capabilities for policy inquiries.

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Zendesk, Agillic Release Plug-and-Play CRM Solution

By: Luke Bellos    11/19/2021

Zendesk and Agillic launched a CRM application to offer complete control over targeted marketing campaigns, enabling more personalized customer servic…

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Genesys to Make Debut On Google Cloud

By: Stefania Viscusi    11/19/2021

It was only a matter of time before contact center solutions provider Genesys linked up with one of the biggest cloud providers to take its offerings …

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Dialpad and Zoho Launch Co-Developed CRM Integration

By: Luke Bellos    11/17/2021

Cloud communications company Dialpad recently announced the launch of a new CRM integration created in collaboration with CRM software developer, Zoho…

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What role does photo content play in e-commerce?

By: Contributing Writer    11/17/2021

Approximately 21.8% of the world's population buys goods online. This equals 1.66 billion people. During the Covid-19 pandemic, shoppers around the gl…

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Future Retail Introduces New Evidence for Amazon Legal Battle

By: Luke Bellos    11/17/2021

Indian-based Future Retail submitted new evidence to the Competition Commission of India (CCI) for an ongoing legal battle with e-commerce giant, Amaz…

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AudioCodes Announces Acquisition of Callverso

By: Luke Bellos    11/15/2021

AudioCodes officially acquired Israeli AI-based contact center solution developer, Callverso.

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Smart Communications Introduces New Client Reporting Solution

By: Luke Bellos    11/15/2021

Smart Communications unveiled a new client reporting solution, providing financial professionals with an easier way to share complex investment docume…

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U.S. Contact Centers Focus on Cloud Technologies, Remote Work After COVID-19

By: Stefania Viscusi    11/12/2021

A new report by Information Services Group, "The 2021 ISG Provider Lens Contact Center - Customer Experience Services" looks more closely at the ways …

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Good Old Customer Service Is the Best Way to Get and Keep Customers

By: Stefania Viscusi    11/12/2021

In today's rapidly changing world, businesses are in a serious fight to win new business and maintain repeat customers. They say the true value of a c…

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Lego Gets Freaky With Its Customers

By: Laura Stotler    11/12/2021

Lego is one of the most well-known toy companies on the planet, with a long and consistent track record of providing excellent customer service. The c…

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Vonage Research Discovers Significant Rise in Digital Engagement

By: Luke Bellos    11/11/2021

New research from Vonage finds consumers are openly embracing a wide range of digital communications channels to stay in touch with businesses.

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Santa Fe 911 Dispatch Center Hires New Director to Overhaul Operations

By: Luke Bellos    11/9/2021

The Santa Fe Regional Emergency Communications Center hired Director Bernard Brown to increase the number of emergency responders in the region.

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eGain Intros eGain Knowledge Hub for Genesys

By: Stefania Viscusi    11/5/2021

eGain Knowledge Hub for Genesys provides agents with proactive knowledge and AI conversational guidance which means they can more easily respond to cu…

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Zendesk Looks to Enhance CX with Momentive Acquisition

By: Luke Bellos    11/4/2021

Customer support and SaaS provider Zendesk has announced plans to acquire Monetive Global Inc. for $4.13 billion.

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OnviSource Announces Voicegain Speech Recognition Integration

By: Luke Bellos    11/4/2021

OnviSource and Voicegain have formed a strategic partnership to enable business users to convert contact center interactions into text for experience …

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How Bitcoin Mechanics Can Enhance Customer Experience

By: Contributing Writer    11/3/2021

Back in 2009, Bitcoin entered the scene and automatically had a reputation associated with dark web transactions. The reason for this is because Bitco…

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Durham Reports Quicker Response Times for 911 Calls, But Falls Short of Expectations

By: Luke Bellos    11/2/2021

The emergency call center in Durham, North Carolina recently made efforts to improve emergency call response times after losing a significant number o…

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