CUSTOMER NEWS
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…
Read More
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…
Read More
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 …
Read More
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.
Read More
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…
Read More
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.
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
Moving Past an Outdated Perception of Chatbots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.
Read More
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 …
Read More
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…
Read More
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…
Read More
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.
Read More
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…
Read More
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 …
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
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 …
Read More
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 …
Read More
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…
Read More
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 …
Read More
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.
Read More
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.
Read More
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…
Read More
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.
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
RevSpring's Outbound IVR Solution Now Available with Epic EHR Solution
While electronic health records (EHR) are mandated in U.S. healthcare settings, the rollout of the technology has been bumpy, often because different …
Read More
CUSTOMER Magazine Announces Winners of the 2021 Contact Center Technology Award
TMC today announced the winners of their 16th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
Read More
Plivo Survey Finds Back to School Shoppers Favor Retail Communications Most
A new survey from Plivo finds that back to school shoppers are more likely to opt in to direct messaging marketing campaigns.
Read More
Survey Finds Call Center Agents Concerned About Future of Automation
Artificial intelligence still has a long way to go before becoming capable of fully taking over human contact center responsibilities, but human agent…
Read More
TCN Releases Online Guide for Managing Call Center Agents
Managing call center agents isn't the same job it was 20 years ago. Today, agents are more likely to be geographically dispersed (from home or remote …
Read More
Level AI Launches to Transform Customer Interactions
In a move to continue advancing how organizations deliver customer service, Level AI, a company founded by former Amazon Alexa product leader Ashish N…
Read More
If Your Customers Can't Reach Your Agents, They Won't Be Customers For Long
Customer loyalty is fragile, so businesses need to invest in the cloud communications and contact center solutions to ensure their agents are able to …
Read More
Darlington Building Society Recruits 8x8 for Digital Transformation
Darlington Building Society has selected 8x8 to help support the organization's efforts to further enhance operations through digital transformation.
Read More
Robot - 7 Crucial Robotic Applications in Automotive Manufacturing
The automotive industry has been using robotic applications in its manufacturing assembly lines to increase efficiency for over 50 years now. Robots a…
Read More
Kristin Gaarder Joins Calabrio as Chief Human Resources Officer
Customer experience expert Calabrio has named Gaarder as the first ever Chief Human Resources Officer for the company.
Read More
Utilizing CRM Integrations to Form Stronger Customer Relationships
Enterprises and large scale companies that use CRM solutions should consider a number of simple integrations to boost customer experiences and general…
Read More
Uniphore Buys Jacada
Conversational service automation provider Uniphore has announced the acquisition of customer experience vendor Jacada for an undisclosed sum.
Read More
Complimenting CX Technology with a Human Touch
Companies that rely too much on customer service technology may find more success with quality human agents complimenting them.
Read More
Australian Telecom Company Migrates to Amazon Connect Contact Center
Amazon Connect, the tech giant's omnichannel cloud contact center, helps companies provide improved customer service across voice, chat, and tasks at …
Read More
Keeping Classic Business Ideas in Focus for Top-Tier Customer Service Training
Businesses are flocking to customer service technology to cut costs and reduce human labor, but proper customer agent training is the best way to get …
Read More
LiveVox Study Finds 229% ROI Using Its Contact Center Solutions
San Francisco-based next-gen contact center platform provider LiveVox (News - Alert) powers over 14 billion interactions a year for its customers. Wit…
Read More
Team building tips for customer service departments
For many organizations, customer service is one of the most important departments. It is the place where all complaints and questions end up. A good a…
Read More