CUSTOMER NEWS
Odigo Joins Google Cloud Contact Center to Expand Global Customer Base
Odigo is partnering with Google Cloud Contact center to bring conversational AI capabilities to its customer service platform.
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Appeasement is the Name of the Game for Flipping Disgruntled Customers
We all have them. None of us wants them. But, if we manage them effectively, they can turn into our strongest brand advocates. Who are they? Disgruntl…
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Zerorez Atlanta Switches to Bright Pattern for Remote Agent Customer Support
Zerorez Atlanta, a carpet cleaning company based in Norcross, Georgia, offers a good case study for remote workforce management. With its previous clo…
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Extending the Brand Experience Through Embedded Video: The Missing Imperative in Digital Engagement
Embedded visual communications tools support Guided CX strategies that drive positive customer experiences.
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AgentSX by SupportLogic Brings 24/7 AI Coaching to Customer Service Reps
SupportLogic recently added new A.I. features to its customer service platform to help agents train in real time.
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Windstream Adds Mitel's UCaaS Contact Center Solutions to Its Portfolio
Little Rock, Arkansas-based managed communications service provider Windstream Enterprise (WE recently announced that it has expanded its customer exp…
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Everything You Need To Know About Casino Customer Support
Today, online casino players are not dazzled with marketing hype that gaming sites heavily invest in. they understand that for them to have a positive…
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Frustration and Friction in Customer Support: Here's How One Company Solved for Both
In today's fast-paced world of on-demand services, entertainment, and products, customers' expectations have risen in regard to almost every aspect of…
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The 10 Best Call Center Software in 2021
Customer support satisfaction is a big part of what call centers entail. Studies suggest that almost 33% of the customers prefer their issues to be re…
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NCR Expands Digital Banking Platform with Terafina Acquisition
NCR looks to further develop its digital banking platform through the recent purchase of Terafina.
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CX Continues to Rank High in the C-Suite But How Can Contact Center Leaders Build the Business Case for Digital Transformation?
Despite the chaos and uncertainty that largely defined 2020 given the pandemic - or perhaps because of it - improving the Customer Experience (CX) con…
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Lingo Chooses Lingo for Customer Service Support
Lingo has utilized its own contact center solution to assist with heavy call volume during the pandemic.
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8 Shopify Apps That Are A Must-Have For Excellent Customer Experience
Despite the many benefits that it offers, a Shopify store is not an easy thing to manage. There's a variety of processes going on that must be oversee…
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NICE's NTR-X Compliance Recording Platform Offers Security in the Work-from-Home Era
When much of the nation retreated into their homes in March of 2020 to try and flatten the curve of COVID-19 infections, businesses hurried to transit…
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Zendesk Delivers SMS for Customer Service Support
As a part of Zendesk's new suite package, users will be able to utilize advanced messaging services for a more personal customer engagement.
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Medallia Enhances Remote Workforce Management with New Offerings
Medallia, a provider of engagement management and experience solutions, recently announced it was rolling out new product enhancements and other integ…
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The Context for Contact Centers has Shifted for Good: After the Pandemic, New Insights and Strategies for 2021
We caught up with Rob Rutledge, Managing Director at Eventus Group, a CX strategy, technology and contact center managed services company based in Den…
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8x8, Verint Join Forces for Workforce Management
Verint and 8x8 announced a partnership introducing the integration of cloud workforce management and cloud contact center applications with a leading …
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CUSTOMER Magazine Announces Winners of 5th Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2020 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
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Nextrove Partners with AMC Technology for DaVinci iPaaS
To help deliver a better experience for its users, life sciences system integrator, Nextrove chose AMC Technology as a build partner so they could har…
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CEHE Selects Empirix to Evaluate Cloud Contact Center Five9
The Center for Excellence in Higher Education (CEHE) uses Empirix solutions to help analyze the performance of Five9's cloud contact center.
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Nuance Debuts 'Digital Front Door' for Patient Engagement in Healthcare
What is a "patient engagement virtual assistant platform"? It's a way to use artificial intelligence (AI) to take an increasingly complex patient jour…
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Conversational AI Becoming an Integral Part of Messaging Platforms
Messaging platforms are becoming the de facto form of communication for many individuals and organizations. As they evolve this year, we can expect to…
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Hospital Turns to AI for Call Center Management
Due to the overwhelming demand in the healthcare industry, hospitals are using artificial intelligence and automation to help manage the massive influ…
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How the COVID-19 Pandemic Is Changing Marketing
Salesforce's sixth edition of its "State of Marketing" report highlighted the importance of the customer experience, particularly during a pandemic cr…
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Tailored Customer Experiences to Reshape Consumer Landscape
The customer experience has new challenges due to the pandemic, and technology is is stepping in to deliver a more personalized experience to bring of…
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Bigtincan to Acquire ClearSlide for Leadership in Sales Enablement
The acquisition deal combines two string players in the sales enablement space bringing together a more complete solution for sellers to engage buyers…
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Call Center Outsourcing "Marketplace" ArenaCX Becomes Zendesk Partner App
Once upon a time, companies needing more call center agents engaged outsourced teleservices providers (sometimes called business process outsourcers, …
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2021 Trends: COVID-19 Will Redefine Customer Experience and Drive Continued Digital Transformation
TTEC annual report identifying key Customer Experience as a Service (CXaaS) trends for 2021 shows digital transformation will continue to grow.
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Quick-Service Restaurants Shifting to Digital and Mobile Models
Several quick-service restaurants (QSRs) are changing the way customers order and receive their food to meet changing demands during the coronavirus p…
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Consumers Frustrated with Contact Center Service During Pandemic
A new survey from Uniphore shows a majority of customers are frustrated with their contact center interactions during the coronavirus pandemic. The su…
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How Blockchain Is Transforming the Fintech Industry
Since its invention, blockchain has managed to spread its influence on a number of industries and has driven transformation in many businesses. From b…
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AI System Solves Customer Information Overload
Artificial Intelligence companies Hitachi and Allganize combine their resources to develop a sophisticated AI system for customer service and business…
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CX Outsourcing Opportunities Continuing to Grow in Jamaica
When asked to think about countries known for their contact centers, the first country that comes to mind may not be Jamaica. However, in the past dec…
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Tide's On-Demand Dry Cleaning Service Named Best in Customer Service
When national laundry-detergent brand Tide decided to start a franchise dry cleaning concept location - the idea was to bring customers a brand they w…
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The Intersection of Humans and Technology - The Future of Customer Service
Every few years, a new customer service channel arrives on the scene with claims that this technology will be the main service channel and the future …
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CardSnacks Upgrades Digital Gift and Greeting Cards App for Businesses
Employee and customer engagement rank high on the list of important tactics for maintaining relationships - especially today, with worldwide shutdowns…
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As Telehealth Grows, Health Insurance Companies Turn to Contact Centers
When the COVID-19 pandemic began, companies and industries around the world quickly began turning to contact centers to keep up with the drastic incre…
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Is Panama the Next Big Nearshore CX Outsourcing Opportunity?
The economics in Panama make it easy for BPOs there to attract and train top agents, at substantially lower salaries than are paid in the U.S., which …
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Managing and Training Remote Agents: What We've Learned So Far
No matter what 2021 brings, contact centers have shown that they have the ability and the agility to work on-site in offices and remotely from home wi…
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2020 CUSTOMER TMC Labs Innovation Winners Focus on Maximizing Experience
The 2020 CUSTOMER magazine TMC Labs award winners represent some of the best and brightest technology companies enabling brands to deliver great custo…
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Amazon Connect Unveils Five New Features From re:invent
AWS announced five new capabilities for Amazon Connect aimed at streamlining workflows and enhancing contact center efficiency and results via automat…
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ServiceNow Buys Element AI
In a move focused on bringing more productivity and efficiency to workplaces, ServiceNow has announced it will acquire Element AI. The artificial inte…
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Big Data Analytics - What Contact Centers Can Learn from the Tampa Bay Rays
Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data pl…
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How an Email Virtual Assistant Can Help Handle the Holiday Rush
During the peak holiday shopping season, the backlog of unanswered customer emails can swell quickly. Although most businesses hire a flurry of season…
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Government Contact Centers and COVID-19: Security Challenges During the Pandemic
When the COVID-19 pandemic originally began, industries all around the globe were affected, as they had to swiftly and efficiently shift their operati…
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Salesforce to Acquire Slack in Biggest Benioff Acquisition to Date
Salesforce to buy collaboration firm Slack to create integrated CRM-communications platform.
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Smaller is Better in the Contact Center BPO World, Some Experts Say
For a company new to the contact center outsourcing scene, finding the right BPO partner is easier said than done. When looking for an outsourcing par…
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TouchPoint Accelerates Contact Center Performance Management with Platform Update
Better collaboration and workforce productivity have long been a challenge for call center managers. Now with remote workforces taking over, workplace…
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Finding a CX BPO Partner in Challenging Times
While the country prepares for a second wave of the pandemic, many companies are preparing for what may be another shutdown and are taking the necessa…
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