NICE Ranked as WFM Market Share Leader in DMG Consulting Report

By: Tracey E. Schelmetic    4/21/2021

If call centers are considered the drivers of customer relationships in the twenty-first century, then workforce management technology is the engine. …

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New 311 Line Hopes to Improve Customer Service in Santa Monica

By: Luke Bellos    4/20/2021

In an effort to provide more availability for non-emergency services, the city of Santa Monica has introduced a 311 service line for citizens.

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DMI Joins with Atento & NTT Data to Power Maryland COVID-19 Vaccination Support Center

By: Stefania Viscusi    4/16/2021

In Maryland, digital transformation company DMI teamed with other tech providers - including Atento and NTT Data - to help power it's COVID-19 contact…

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How to Deliver Exceptional Customer Experience When Your Contact Center Agents Are Working Remotely

By: Luke Bellos    4/16/2021

What can business leaders do to ensure their remote contact center agents don't experience technology disruptions that could damage customer experienc…

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Sonae MC Turns to Talkdesk for Operational Upgrade

By: Luke Bellos    4/15/2021

Portuguese food retailer Sonae MC will be utilizing Talkdesk CX cloud to improve customer experience and modernize business operations.

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Phoenix Suns Utilize Verizon's BlueJeans for Digital Fan Engagement

By: Luke Bellos    4/15/2021

The Phoenix Suns will be using Verizon's BlueJeans video solutions to provide fans with new ways to interact with the team.

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Figuring out the Best Tools for Creating and Growing Your Online Presence

By: Mostafa Razzak    4/15/2021

An online presence is a must for today's businesses. With a few simple tips, your online business can shoot for the moon.

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Empower Your Staff to Handle Dissatisfied Customers on the Spot

By: Special Guest    4/13/2021

Customers are bound to become dissatisfied. It's a fact of doing business. No matter what business you're in, how exceptional your products and servic…

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David's Bridal Now Offers 24 Hour Customer Support with LivePerson Chatbots

By: Luke Bellos    4/9/2021

David's Bridal will now offer round the clock customer support using automated chatbots to improve customer experiences.

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HoduSoft Clinches the Prestigious 2021 CUSTOMER Magazine Product of the Year Award

By: CustomerZone360 News    4/8/2021

HoduSoft announced today that TMC, a global, integrated media company, has named HoduCC as a 2021 CUSTOMER Product of the Year Award winner.

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Alorica Solutions Help MLB Win Two Stevie Awards

By: Luke Bellos    4/6/2021

The MLB has earned two Stevie Awards thanks in part to its relationship with customer solution provider Alorica.

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Customers Offer Feedback on SpaceX's Starlink Customer Service

By: Laura Stotler    4/5/2021

Customers are offering feedback on Starlink, the new satellite internet service from Elon Musk's SpaceX. While there have been some technical glitches…

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Parlance Receives 2021 CUSTOMER Magazine Voice Technology Excellence Award

By: CustomerZone360 News    3/31/2021

Parlance announced today that TMC, a global, integrated media company, has named Parlance Service as a 2021 CUSTOMER magazine Voice Technology Excelle…

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Hospitality Industry Struggles with Risks to Customer Data

By: Luke Bellos    3/31/2021

Hotel workers working remotely may be putting the industry at risk, due to minimal oversight and lack of technical security.

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Eleveo Receives 2021 CUSTOMER Magazine Product of the Year Award

By: CustomerZone360 News    3/31/2021

Eleveo announced today that TMC, a global, integrated media company, has named Eleveo WFM as a 2021 CUSTOMER Product of the Year Award winner.

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Examining the Effect of Direct Mail on Casino Customer Visitation and Value

By: Special Guest    3/30/2021

Without any loyal patrons, online and land-based casinos in the United Kingdom and worldwide wouldn't be able to keep their doors open. However, consu…

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LiveVox Releases Version 15 of Contact Center Platform

By: Luke Bellos    3/26/2021

LiveVox's latest contact center platform update provides agents with unified channels to improve overall customer experience.

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Hapag-Lloyd Selects SITA's Customer Service Platform for Latest Customer Service Strategy

By: Luke Bellos    3/26/2021

Hapag-LLoyd has teamed with SITA to improve customer service and remote communications for contact center agents.

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CUSTOMER Magazine Announces Winners of 1st Annual Voice Technology Excellence Awards

By: CustomerZone360 News    3/24/2021

TMC announced today the winners of the 2021 Voice Technology Excellence Awards, presented by CUSTOMER magazine.

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TouchPoint One Wins 2021 CUSTOMER Magazine Product of the Year Award

By: CustomerZone360 News    3/24/2021

TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centers, announced today that TMC, a glob…

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Comm100 Now Fully Integrated with Cisco Contact Center Solutions

By: Stefania Viscusi    3/22/2021

Comm100 has announced it is now successfully integrated within Cisco Contact Center Solutions.

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Survey Reveals Diminishing Tolerance for Slow Customer Service During Pandemic

By: Luke Bellos    3/19/2021

New research reveals that dependence on automated call centers can cause negative customer perceptions of businesses.

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VOZIQ Wins 2021 CUSTOMER Product of the Year Award

By: TMC    3/19/2021

VOZIQ, a leading provider of Cloud-based actionable AI software for Predictive Customer Retention to recurring revenue businesses, announced today tha…

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New Survey Reveals Customer Service Frustrations in Asia-Pacific Region

By: Luke Bellos    3/19/2021

A survey created by Uniphore points out that customers are increasingly dissatisfied with call center delays brought on by the pandemic.

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Aisera Unveils Conversational AI Solution for Customer Service

By: Luke Bellos    3/16/2021

AI provider Aisera has announced a new solution to provide intelligent automation for customer support.

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Recipients of the 2021 CUSTOMER Products of the Year Award Announced

By: CustomerZone360 News    3/12/2021

TMC announced today the winners of the 2021 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine.

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Chatbot Startup Heyday Secures $5.1 Million in Seed Funding

By: Luke Bellos    3/11/2021

Heyday, a Canada-based startup that focuses on conversational AI, reached $5.1 million in seed funding after the company's latest investment round. Th…

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Buccaneers Win Again: Back-to-back Best in Customer Satisfaction

By: Luke Bellos    3/10/2021

For the second year in a row, the Tampa Bay Buccaneers have been selected as the top rated team in customer experience satisfaction.

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Workforce Management Ecosystem Shiftsmart Announces New Hires and Promotions

By: Tracey E. Schelmetic    3/10/2021

Shiftsmart recently announced some personnel changes: two appointments, one addition, and several promotions to its executive leadership team.

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The Future of Experience Is AI- 2hr Virtual Event on March 25th

By: CustomerZone360 Staff    3/10/2021

We live in the post-digital economy where effortless and ultra-personalized experiences reign. Tech giants have thrived by improving interactions at e…

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ACUITY by Tyto Athene & MicroAutomation Launch NG 9-1-1 Solution

By: Stefania Viscusi    3/8/2021

In a move to provide better solutions and assist PSAPs in meeting the NENA Continuity of Operations Plan, systems integrator Tyto Athene recently anno…

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Observe. AI Announces New Suite for Agent Coaching & Performance Management

By: Luke Bellos    3/5/2021

New AI software by Observe AI allows employee performance to be evaluated and analyzed for improving metrics.

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US Navy Implements Call Center for Administrative Updates for Sailors

By: Luke Bellos    3/4/2021

The Navy announced a call center to provide customer service support to sailors inquiring about COVID-related information..

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Odigo Joins Google Cloud Contact Center to Expand Global Customer Base

By: Luke Bellos    2/25/2021

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

By: Special Guest    2/25/2021

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

By: Tracey E. Schelmetic    2/24/2021

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

By: Special Guest    2/23/2021

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

By: Luke Bellos    2/19/2021

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

By: Tracey E. Schelmetic    2/18/2021

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

By: Special Guest    2/17/2021

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

By: Matthew Vulpis    2/11/2021

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

By: Special Guest    2/10/2021

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

By: Luke Bellos    2/10/2021

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?

By: Matthew Vulpis    2/10/2021

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

By: Luke Bellos    2/9/2021

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

By: Special Guest    2/3/2021

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

By: Tracey E. Schelmetic    2/2/2021

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

By: Luke Bellos    2/1/2021

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

By: Stefania Viscusi    1/29/2021

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

By: Matthew Vulpis    1/26/2021

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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