CUSTOMER NEWS
U.S. Contact Centers Focus on Cloud Technologies, Remote Work After COVID-19
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
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
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
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
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
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
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
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
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
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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ISG Report Finds Contact Centers Accelerating Adoption of New Tech
ISG has announced the release of its 2021 Provider Lens Contact Center - Customer Experience Services Global report, uncovering how contact centers ha…
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5 Common Customer Service Hurdles for Businesses
With increased competition, strong customer service has become critical to a company's success. However, a desire for customer-centricity and a firm's…
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Q2 and Glia Announce Integrated Offering for Digital Banking Experience
Customers like digital banking. Even before the COVID-19 pandemic, a record number of customers were logging on for banking customer support. Accordin…
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LiveVox Introduces New Workforce Management Mobile App
In today's challenging environment, particularly with the rise in remote work due to the pandemic, running a contact center efficiently while keeping …
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Twilio Engage Platform Puts Omnichannel Marketing in Focus
CPaaS leader Twilio recently announced the launch of Twilio Engage, a new growth automation platform which allows customers to create more personalize…
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Don't Be Afraid of Negative Reviews. They Can Help Your Business
Reviews play a critical role in the customer buying journey. Unlike what many business owners think, consumers aren't just skimming reviews before the…
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Demand for Agents Skyrockets Amid a New Era of Customer Service: Real-world Recruitment and Retention Plans
The pandemic has turned the workforce upside down as millions of people worldwide remain unemployed, and many are looking to greener pastures in the w…
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Sharpen Secures Top Spot on IBJ's Fastest Growing Business List
Sharpen Technologies was selected by Indiana Business Journal as the fastest growing private company in Central Indiana, according to IBJ's annual Fas…
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The Future of Work: A Skills-based Flex Economy
While the gig ecoonomy has been growing steadily, Shiftsmart sees the next evolution, a flex economy, as the new future of work employment model in co…
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Bridging the Experience Gap: First Interaction Resolution is the Holy Grail of Great Customer Experiences
The world of contact centers and customer service continues to evolve as consumer lives become increasingly connected, digital and diverse. There are …
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Verint Celebrates Leader Status
Verint has been recognized by CRM Magazine as an industry leader in workforce optimization, as well as in contact center analytics.
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6 Benefits of Document Scanning Services for Businesses
Document scanning involves converting paper documents into digital images for easy access, improving productivity, and cutting costs. It allows you to…
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LiveVox Offers Easier Application Access with SmartStart Program
To help customer service access valuable applications without delay, LiveVox has launched the SmartStart program to offer immediate support.
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Dominos Brings Social Media Customer Support into the Contact Center
Giant pizza chain Dominos recently took steps to improve the integration between social media and the call center. The company recently announced that…
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Khoros Introduces Contact Center Enhancements with Autumn Innovation Release
Khoros, a leader in customer engagement solutions for businesses and enterprises, has announced new contact center capabilities to meet the new demand…
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Top 5 largest technology companies and which startups to keep on eye on in 2022
Technology companies have become a dominant driver of economic growth, consumer preferences and financial markets. For example, the largest technology…
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Watson Assistant Uses AI to Drive Better Customer Engagement
Last month, IBM announced new updates to Watson Assistant, the company's intelligent virtual agent, to help businesses leverage AI and natural languag…
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Moving Past an Outdated Perception of Chatbots
Chatbots have a maintained reputation for being ineffective and underdeveloped, but deserve new attention after years of fine-tuning.
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What to Look for When Deciding on a Collection Agency
There's certain things that happen to every entrepreneur. Your first big sale, the first time one of your clients recommends you to someone else… and …
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Best Practices for Law Firm Customer Service
Customer service isn't an easy aspect of any business. In fact, it can be one of the hardest areas to perfect, whether it's your primary offering or o…
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All Eyes on Thankful as AI Platform Raises $12M in Series A Funding
Venice, Calif-based Thankful, an AI customer service platform that takes services to the next level, is quickly gaining attention as it just announced…
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CUSTOMER Magazine Announces Recipients of the 2021 Customer Experience Innovation Awards
TMC announced today the winners of 2021 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
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Building a Flexible, Data-Driven Patient Satisfaction Strategy
While healthcare might not seem at first glance to be a very customer-driven industry, in reality, patients ARE customers, and they expect the same ki…
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How COVID-19 has impacted trust in HR, and what HR can do to improve it
When facing a crisis, like COVID-19, it's important for employees to be able to trust their HR teams. Thankfully, almost a third (32%) of respondents …
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Radical Inc.Deploys Call-Back Feature For More Than 20 Retail Brands
Radical Inc. has reportedly found higher levels of abandonment rates and improved customer satisfaction after deploying Fonolo's Voice Call-Back solut…
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Study Finds Ecommerce Brands Struggling to Meet Current CX Expectations
A new study by Simplr has found that a significant number of ecommerce brands do not have the necessary capabilities to address common customer inquir…
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Thankful AI Emerges from Stealth Mode to Solve Customer Problems
How much of our lives do we spend trying to engage with companies' customer support processes? Too much, according to a company called Thankful AI tha…
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Government Agencies Should Strive for Quality Customer Service
As the business world finally recognizes the value of proper customer service, government agencies are failing to adapt to the service needs of citize…
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Contact Center Modernization: 5 CX Trends for 2021
The year 2020 witnessed both an increase in businesses and a broad stop in the economy, which may appear strange at first glance. As a result of this …
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Growing Your Call Center With Virtual Phone Systems
Virtual phone systems are taking the world of call centers by storm. This is because of the huge advantages associated with them. The truth is we are …
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Gnani.ai Releases New Voice Biometrics Solution armour365
Gnani.ai announced the launch of armour365, a new solution offering added protections against the rising fraud and cybercrime activity across the glob…
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Semafone Files Patent Infringement Suits Over Its DTMF Masking Technology
In an era in which call centers are frequently tasked to accept customer's credit card payments over the phone, there is increased risk for misuse of …
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BeyondCX By Genesys Offers Call Center Agents Emotional Training
Genesys has developed a new training program for call center agents that focuses on soft skills for a more human, emotionally aware experience.
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Legion Introduces Four New Modules to WFM Solution
WFM platform provider Legion announced four new modules to help businesses analyze and automate employee-related tasks.
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Proper Onboarding Practices Can Help Reduce Turnover in the Call Center Space
The call center space has notoriously high turnover rates. Proper onboarding practices can help reduce churn while ensuring new agents are engaged and…
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Dialpad Announces Acquisition of Kare Knowledgeware
CX platform provider Kare Knowledgeware has been acquired by Dialpad, further enhancing the company's initiative of improving customer experiences.
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NICE and Bell Canada Form Agreement to Expand CXone Availability
Customer experience solutions leader NICE has announced a new strategic agreement with Bell Canada, in an effort to expand the availability of the NIC…
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Shifting Focus to Customer Experiences Can Ensure Long Term Business Success
Customer experiences should no longer be an afterthought for business development, as research has demonstrated the potential value of retaining a loy…
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Enigmai to Test New WFM Business Suite in Tel-Aviv
Workforce management improvements are important in the call center. In the municipal setting this importance is even greater. Having efficient, produc…
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NLP Startup Cohere Snags $40 Million in Fresh Funding
Cohere, a small company focusing on natural language processing models for artificially intelligent systems, has secured $40 million in investment fun…
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