Radical Inc.Deploys Call-Back Feature For More Than 20 Retail Brands

By: Luke Bellos    10/5/2021

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

By: Luke Bellos    10/1/2021

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

By: Tracey E. Schelmetic    10/1/2021

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

By: Luke Bellos    9/28/2021

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

By: Special Guest    9/28/2021

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

By: Special Guest    9/28/2021

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 Releases New Voice Biometrics Solution armour365

By: Luke Bellos    9/23/2021 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

By: Tracey E. Schelmetic    9/23/2021

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

By: Luke Bellos    9/23/2021

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

By: Luke Bellos    9/21/2021

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

By: Laura Stotler    9/17/2021

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

By: Luke Bellos    9/17/2021

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

By: Luke Bellos    9/16/2021

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

By: Luke Bellos    9/14/2021

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

By: Stefania Viscusi    9/10/2021

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

By: Luke Bellos    9/10/2021

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

By: Tracey E. Schelmetic    9/9/2021

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

By: CustomerZone360 News    9/9/2021

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

By: Luke Bellos    9/8/2021

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

By: Luke Bellos    9/3/2021

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

By: Tracey E. Schelmetic    9/2/2021

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

By: Stefania Viscusi    9/2/2021

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

By: Erik Linask    9/1/2021

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

By: Luke Bellos    9/1/2021

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

By: Special Guest    8/27/2021

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

By: Luke Bellos    8/26/2021

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

By: Luke Bellos    8/24/2021

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

By: Stefania Viscusi    8/20/2021

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

By: Luke Bellos    8/18/2021

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

By: Tracey E. Schelmetic    8/18/2021

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

By: Luke Bellos    8/18/2021

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

By: Stefania Viscusi    8/13/2021

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

By: Special Guest    8/10/2021

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

Five Things We Can Learn From Casino Customer Service

By: Special Guest    8/10/2021

Customer support is one of the pillars of any industry and more than any other business, casinos rely on good quality customer service to attract new …

Read More

Why Are Casinos Renowned for Their Customer Service

By: Special Guest    8/10/2021

Of all the businesses in the world, casinos are perhaps the most well-known for their customer service. Casino customer service is unmatched in qualit…

Read More

Leading Tech Companies Put Customer Sentiment in Spotlight

By: Luke Bellos    8/10/2021

AWS and Qualtrics are just two of the many tech companies investing in customer sentiment technology for deeper understanding.

Read More

New Study Finds Varying Success Among Internet-Based Customer Experiences

By: Luke Bellos    8/6/2021

A new ASCI report revealed how customers rate their experiences with the most notable internet-based companies.

Read More

CenturionCARES Releases Contact Center Software v14.5

By: Stefania Viscusi    8/5/2021

Call centers have played a unique role in helping businesses to maintain customer service levels during the global pandemic. While COVID-19 shutdowns …

Read More

BJ's Wholesale Launches Automated Voice-Based Virtual Assistant for Older Shoppers

By: Laura Stotler    8/4/2021

BJ's Wholesale Club has implemented a new automated voice-based virtual assistant from Everise to help cater to its older customers. The technology ha…

Read More

AMP Agency Combines DX Division with SmallTalk

By: Luke Bellos    8/4/2021

After the recent purchase of SmallTalk earlier this year, AMP Agency officially announced the company will condense SmallTalk with AMP's own digital e…

Read More

Conversational Customer Engagement Platform Dixa Announces $105 Million Funding Round

By: Tracey E. Schelmetic    8/4/2021

Today, much of the buzz around customer service methodology includes something called "conversational customer engagement." At its core, it's about me…

Read More

The Underrated Benefits of A Fine-Tuned Call Center

By: Luke Bellos    7/30/2021

Business leaders looking to build stronger relationships with customers should consider putting more focus on the training of call center agents.

Read More

Nation's 911 Call Centers Struggle to Maintain Appropriate Staffing Levels

By: Tracey E. Schelmetic    7/29/2021

While the nation grapples with a shortage of restaurant workers during the ongoing COVID-19 pandemic, another kind of worker is reaching critical shor…

Read More

How to Build your own customer service website in these 6 Steps

By: Special Guest    7/27/2021

Have you finally decided to stop working for a boss and step into the light of being your own boss. Congratulations! Whether you have your own company…

Read More

3 Fun things to do with your customer service team after returning to the office

By: Special Guest    7/27/2021

Finally, the end of the pandemic is near. After two years of working at home or at flex work stations, it's time to go back to the office. But don't e…

Read More

PossibleNOW Solution Takes Aim at New Florida Telemarketing Law

By: Luke Bellos    7/23/2021

A new solution developed by PossibleNow helps call centers provide consent features that protect consumers from unsolicited inquiries.

Read More

3CLogic Forms Strategic Partnership with ScreenMeet for ServiceNow Support

By: Luke Bellos    7/23/2021

3CLogic and ScreenMeet are combining resources to bring a full spectrum of communication features to the ServiceNow Platform.

Read More

Reinforcing The Value of AI-Based Contact Centers In The Post-Pandemic Economy

By: Luke Bellos    7/20/2021

Artificial Intelligence should be a major focus for business leaders looking to prepare their company for the future.

Read More

German Solar Systems Company Chooses Talkdesk as Contact Center Provider

By: Tracey E. Schelmetic    7/20/2021

ZOLAR GmbH is a Berlin-based green technology company that provides solar modules and storage systems. The company offers solar panels and cables, inv…

Read More

Striking The Right Balance: Securing Customer Information and Data in the Highly Personalized World of CX

By: Matthew Vulpis    7/20/2021

For organizations today, offering an exceptional customer experience has become an essential aspect to thriving amongst competitors in a highly compet…

Read More