CUSTOMER NEWS
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 MoreHow 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 MoreRadical 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 MoreStudy 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 MoreThankful 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 MoreGovernment 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 MoreContact 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 MoreGrowing 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 MoreGnani.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 MoreSemafone 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 MoreBeyondCX 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 MoreLegion 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 MoreProper 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 MoreDialpad 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 MoreNICE 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 MoreShifting 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 MoreEnigmai 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 MoreNLP 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 MoreRevSpring'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 MoreCUSTOMER 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 MorePlivo 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 MoreSurvey 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 MoreTCN 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 MoreLevel 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 MoreIf 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 MoreDarlington 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 MoreRobot - 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 MoreKristin 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 MoreUtilizing 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 MoreUniphore Buys Jacada
Conversational service automation provider Uniphore has announced the acquisition of customer experience vendor Jacada for an undisclosed sum.
Read MoreComplimenting 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 MoreAustralian 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 MoreKeeping 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 MoreLiveVox 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 MoreTeam 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 MoreFive Things We Can Learn From Casino Customer Service
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 MoreWhy Are Casinos Renowned for Their Customer Service
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 MoreLeading Tech Companies Put Customer Sentiment in Spotlight
AWS and Qualtrics are just two of the many tech companies investing in customer sentiment technology for deeper understanding.
Read MoreNew Study Finds Varying Success Among Internet-Based Customer Experiences
A new ASCI report revealed how customers rate their experiences with the most notable internet-based companies.
Read MoreCenturionCARES Releases Contact Center Software v14.5
Call centers have played a unique role in helping businesses to maintain customer service levels during the global pandemic. While COVID-19 shutdowns …
Read MoreBJ's Wholesale Launches Automated Voice-Based Virtual Assistant for Older Shoppers
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 MoreAMP Agency Combines DX Division with SmallTalk
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 MoreConversational Customer Engagement Platform Dixa Announces $105 Million Funding Round
Today, much of the buzz around customer service methodology includes something called "conversational customer engagement." At its core, it's about me…
Read MoreThe Underrated Benefits of A Fine-Tuned Call Center
Business leaders looking to build stronger relationships with customers should consider putting more focus on the training of call center agents.
Read MoreNation's 911 Call Centers Struggle to Maintain Appropriate Staffing Levels
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 MoreHow to Build your own customer service website in these 6 Steps
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 More3 Fun things to do with your customer service team after returning to the office
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 MorePossibleNOW Solution Takes Aim at New Florida Telemarketing Law
A new solution developed by PossibleNow helps call centers provide consent features that protect consumers from unsolicited inquiries.
Read More3CLogic Forms Strategic Partnership with ScreenMeet for ServiceNow Support
3CLogic and ScreenMeet are combining resources to bring a full spectrum of communication features to the ServiceNow Platform.
Read MoreReinforcing The Value of AI-Based Contact Centers In The Post-Pandemic Economy
Artificial Intelligence should be a major focus for business leaders looking to prepare their company for the future.
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