CUSTOMER NEWS
Iowa Health Care Call Center Shuffles Workforce to Handle Influx of COVID Calls
Faced with a record number of patient calls during the COVID omicron surge, the UI Health Care Patient Access Center has called in employees from othe…
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Spotify Replaces Support Agents with Automated Message in Wake of Joe Rogan Controversy
The drama and ensuing fallout over Joe Rogan's Spotify podcast has caused the streaming company to replace human support agents with bots generating a…
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Atlassian Acquires Percept.AI
Atlassian, a major software development company based in Australia, recently announced the acquisition of US artificial intelligence company, Percept …
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The Ingredients For Success: A Guide to Restaurant Management For Beginners
For those with a career in hospitality, opening your business is just the tip of the iceberg but making it a success is what will set you apart from y…
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Report Finds Digital Support Critical for Retail Growth
Market research firm Incisiv recently released the 2021 Apparel, Footwear & Accessories Digital Maturity Index, created in partnership with Hughes Net…
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Haptik to Provide Multilingual AI Chatbot to RedDoorz Hotel Booking Platform
More than almost any other industry, the hospitality industry has a need to not only be highly digital, but also exceptionally multilingual. Hotels ar…
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Customers Claim Starlink Customer Service Nonexistent
Since its inception, SpaceX's Starlink program has generated a massive amount of hype. Now, remote and under populated areas of the globe gain reliabl…
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BTRC Turns to Genex Infosys to Transform Customer Support
Many companies spent the last two years attempting to move beyond outdated technical infrastructure. With digital activity and remote access being cor…
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Roadblocks in Business Management: Why You Should Make Your Employees' Life Easier
Many factors contribute to business failure, such as general market downturns, change in the economy or industry, CEOs and founders burning out or giv…
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Consider Attended Bots to Help Improve Workflow and Customer Retention
If you could improve one metric in your contact center, it would make sense to focus your energy on customer retention. Acquiring new customers is exp…
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Report Offers Advice for Improving Experiences for Federal Services
Appreciation for proper customer service has finally gained traction in the business world. After decades of disregarding and ignoring customer sentim…
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CentrePal Establishing First Azure Data Center in the UK
Microsoft Teams is used by companies across the globe to unify chat, voice, video and file sharing for in-house, virtual and remote teams. The collabo…
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Harnessing Customer Feedback for Workforce Improvement
Most companies understand the importance of a positive customer experience. It brings more business, return customers, word-of-mouth referrals and exp…
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Better Customer Support Starts With Training
Businesses are fighting harder than ever to win over customers, and any issues regarding customer experiences can cause serious issues for brand loyal…
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Building A Stronger Marketing Campaign with AI Assistance
After nearly two years of sluggish business growth, businesses are looking for effective ways to increase customer retention. AI-assistance marketing …
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2021 TMC Labs CUSTOMER Innovation Winners Espouse Modern Customer Support Values
It is fitting that the winners of this year's TMC Labs CUSTOMER Innovation winners are very useful "far from home" (the Spiderman prequel to the curre…
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Ontario Government Passes "Disconnecting from Work" Legislation to Protect Employees
The government of Ontario, Canada has passed legislation to help teleworking employees disconnect from their work responsibilities after work hours.
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Zurich Buys AlphaChat to Boost Conversational AI Capabilities
To further improve its customer service automation and digital capabilities, Zurich Insurance Group (Zurich) has announced it will acquire AlphaChat.
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Software Giants Compete for Customer Service Domination
Customer service is finally receiving the support and recognition it deserves. After decades of disregarding customer service centers as costly, unpro…
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LiveVox Announces Alliance With PlanetOne
LiveVox recently announced the formation of a new strategic alliance with cloud-based IT solution developer, PlanetOne.
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Medallia Shows Appreciation for Contact Center Agents with Rewards Integration
Medallia, a leader in customer and employee experience solutions, recently announced a new Snappy Gifts integration to reward contact center agents.
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What Is A VoIP Phone And Should You Use One?
It seems that every day a new piece of technology is introduced. Some of these new additions become integral to our daily lives, such as the smartphon…
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McLaren Racing Partners with Immersive Labs, Accelerating Cyber Risk Protections
Formula 1 racing is a top motorsport and one of the fastest track runs in the world. In addition to being a dream for any racer, it's also one of the …
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McDonald's Renegotiates Delivery Agreements with DoorDash and Uber Eats to Boost Profits
McDonald's is beefing up its delivery services through newly renegotiated agreements with DoorDash and Uber Eats. The fast food giant has white label …
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AToss Turns to Persistent for CRM Transformation
Workforce management software provider Atoss recently partnered with Persistent Systems to introduce new customer relationship management integrations…
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Retailer Rules for Meeting Customer Service Challenges this Holiday Shopping Season
Retailers are under enormous pressure to meet customer service demands during the busy holiday shopping season. By following a few basic rules, busine…
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Biden Signs Executive Order to Modernize Government Programs
President Biden signed an executive order requiring agencies to introduce digital services to make public-facing services more efficient for citizens.
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Starting A Tech Company In 2022: What Every Potential Leader Needs To Know
We all know the tech world is a competitive field to break into and can have high initial investment costs. However, if you can provide a unique and p…
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The Digital Transformation of a North American Retailer Is Driving Expansion for Kandy and ConnX
When a national retailer with over 5,000 stores across the US and Canada needed to solve fundamental real-time communications and IT network obstacles…
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Visier and UKG Join Forces For Employee Management Integration
People analytics solution provider Visier recently announced a strategic partnership with Ultimate Kronos Group (UKG). As part of this new relationshi…
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Five9 Upgrades Workforce Solutions With Synthesized Human Speech
Five9 recently unveiled Virtual Voiceover, a new solution designed to offer customers human-like voice capabilities for automated contact center progr…
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T-Mobile Customers Report Drop In Service Quality After Sprint Merger
T-Mobile customers are noticing a dramatic drop in customer service quality after the company merged with Sprint back in 2020.
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Lingo Completes Third Phase of Customer Integration with ICE Back-Office Platform
Lingo Communications recently announced enhancements to its ICE back-office platform, a fully integrated billing, network management, workforce manage…
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Elevating CX Solutions With Knowledge Management Systems
CX solutions offer detailed insights for improving better customer experiences, but businesses can enhance those insights further with the support of …
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As CX Remains at the Center of Attention in the C-Suite, Another Merger is Announced
Today, so many of the products and services we use have become commoditized. Customers have more power to voice their levels of satisfaction than ever…
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AI and NLP Being Used to Improve Healthcare Customer Service
The healthcare industry suffers in the customer care department, with a large number of callers hanging up out of frustration. AI and NLP are increasi…
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Madison, Wisconsin to Expand Alternative Community Emergency Services
Municipal call centers are frequently being utilized to offer mental health care in emergency situations. Some regions are putting together Mental Hea…
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Everything You Need To Know About The RTO Industry Before Getting Involved
In modern Australia, more and more people are starting to get involved with unique RTO businesses across multiple industries. Whether you're a knowled…
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Survey Finds Contact Center Agents Need Resources to Avoid Burnout
New research from Lucidworks finds contact center agents would like more mental health resources to maintain positive work performance.
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NICE Partners with First Orion for Branded Calling and Call Authentication
The scourge of unauthorized robocalls has led to an epidemic of consumers who simply don't pick up calls, fearing they'll be pitched an extended car w…
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Amica Insurance Partners with Hi Marley for SMS Support
Rhode Island insurance agency Amica selected SMS platform provider, Hi Marley, to provide customers with texting capabilities for policy inquiries.
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Zendesk, Agillic Release Plug-and-Play CRM Solution
Zendesk and Agillic launched a CRM application to offer complete control over targeted marketing campaigns, enabling more personalized customer servic…
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Genesys to Make Debut On Google Cloud
It was only a matter of time before contact center solutions provider Genesys linked up with one of the biggest cloud providers to take its offerings …
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Dialpad and Zoho Launch Co-Developed CRM Integration
Cloud communications company Dialpad recently announced the launch of a new CRM integration created in collaboration with CRM software developer, Zoho…
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What role does photo content play in e-commerce?
Approximately 21.8% of the world's population buys goods online. This equals 1.66 billion people. During the Covid-19 pandemic, shoppers around the gl…
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Future Retail Introduces New Evidence for Amazon Legal Battle
Indian-based Future Retail submitted new evidence to the Competition Commission of India (CCI) for an ongoing legal battle with e-commerce giant, Amaz…
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AudioCodes Announces Acquisition of Callverso
AudioCodes officially acquired Israeli AI-based contact center solution developer, Callverso.
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Smart Communications Introduces New Client Reporting Solution
Smart Communications unveiled a new client reporting solution, providing financial professionals with an easier way to share complex investment docume…
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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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