CUSTOMER NEWS
New Survey Reveals Customer Service Frustrations in Asia-Pacific Region
A survey created by Uniphore points out that customers are increasingly dissatisfied with call center delays brought on by the pandemic.
Read More
Aisera Unveils Conversational AI Solution for Customer Service
AI provider Aisera has announced a new solution to provide intelligent automation for customer support.
Read More
Recipients of the 2021 CUSTOMER Products of the Year Award Announced
TMC announced today the winners of the 2021 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine.
Read More
Chatbot Startup Heyday Secures $5.1 Million in Seed Funding
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…
Read More
Buccaneers Win Again: Back-to-back Best in Customer Satisfaction
For the second year in a row, the Tampa Bay Buccaneers have been selected as the top rated team in customer experience satisfaction.
Read More
Workforce Management Ecosystem Shiftsmart Announces New Hires and Promotions
Shiftsmart recently announced some personnel changes: two appointments, one addition, and several promotions to its executive leadership team.
Read More
The Future of Experience Is AI- 2hr Virtual Event on March 25th
We live in the post-digital economy where effortless and ultra-personalized experiences reign. Tech giants have thrived by improving interactions at e…
Read More
ACUITY by Tyto Athene & MicroAutomation Launch NG 9-1-1 Solution
In a move to provide better solutions and assist PSAPs in meeting the NENA Continuity of Operations Plan, systems integrator Tyto Athene recently anno…
Read More
Observe. AI Announces New Suite for Agent Coaching & Performance Management
New AI software by Observe AI allows employee performance to be evaluated and analyzed for improving metrics.
Read More
US Navy Implements Call Center for Administrative Updates for Sailors
The Navy announced a call center to provide customer service support to sailors inquiring about COVID-related information..
Read More
Odigo Joins Google Cloud Contact Center to Expand Global Customer Base
Odigo is partnering with Google Cloud Contact center to bring conversational AI capabilities to its customer service platform.
Read More
Appeasement is the Name of the Game for Flipping Disgruntled Customers
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…
Read More
Zerorez Atlanta Switches to Bright Pattern for Remote Agent Customer Support
Zerorez Atlanta, a carpet cleaning company based in Norcross, Georgia, offers a good case study for remote workforce management. With its previous clo…
Read More
Extending the Brand Experience Through Embedded Video: The Missing Imperative in Digital Engagement
Embedded visual communications tools support Guided CX strategies that drive positive customer experiences.
Read More
AgentSX by SupportLogic Brings 24/7 AI Coaching to Customer Service Reps
SupportLogic recently added new A.I. features to its customer service platform to help agents train in real time.
Read More
Windstream Adds Mitel's UCaaS Contact Center Solutions to Its Portfolio
Little Rock, Arkansas-based managed communications service provider Windstream Enterprise (WE recently announced that it has expanded its customer exp…
Read More
Everything You Need To Know About Casino Customer Support
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…
Read More
Frustration and Friction in Customer Support: Here's How One Company Solved for Both
In today's fast-paced world of on-demand services, entertainment, and products, customers' expectations have risen in regard to almost every aspect of…
Read More
The 10 Best Call Center Software in 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…
Read More
NCR Expands Digital Banking Platform with Terafina Acquisition
NCR looks to further develop its digital banking platform through the recent purchase of Terafina.
Read More
CX Continues to Rank High in the C-Suite But How Can Contact Center Leaders Build the Business Case for Digital Transformation?
Despite the chaos and uncertainty that largely defined 2020 given the pandemic - or perhaps because of it - improving the Customer Experience (CX) con…
Read More
Lingo Chooses Lingo for Customer Service Support
Lingo has utilized its own contact center solution to assist with heavy call volume during the pandemic.
Read More
8 Shopify Apps That Are A Must-Have For Excellent Customer Experience
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…
Read More
NICE's NTR-X Compliance Recording Platform Offers Security in the Work-from-Home Era
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…
Read More
Zendesk Delivers SMS for Customer Service Support
As a part of Zendesk's new suite package, users will be able to utilize advanced messaging services for a more personal customer engagement.
Read More
Medallia Enhances Remote Workforce Management with New Offerings
Medallia, a provider of engagement management and experience solutions, recently announced it was rolling out new product enhancements and other integ…
Read More
The Context for Contact Centers has Shifted for Good: After the Pandemic, New Insights and Strategies for 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…
Read More
8x8, Verint Join Forces for Workforce Management
Verint and 8x8 announced a partnership introducing the integration of cloud workforce management and cloud contact center applications with a leading …
Read More
CUSTOMER Magazine Announces Winners of 5th Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2020 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
Read More
Nextrove Partners with AMC Technology for DaVinci iPaaS
To help deliver a better experience for its users, life sciences system integrator, Nextrove chose AMC Technology as a build partner so they could har…
Read More
CEHE Selects Empirix to Evaluate Cloud Contact Center Five9
The Center for Excellence in Higher Education (CEHE) uses Empirix solutions to help analyze the performance of Five9's cloud contact center.
Read More
Nuance Debuts 'Digital Front Door' for Patient Engagement in Healthcare
What is a "patient engagement virtual assistant platform"? It's a way to use artificial intelligence (AI) to take an increasingly complex patient jour…
Read More
Conversational AI Becoming an Integral Part of Messaging Platforms
Messaging platforms are becoming the de facto form of communication for many individuals and organizations. As they evolve this year, we can expect to…
Read More
Hospital Turns to AI for Call Center Management
Due to the overwhelming demand in the healthcare industry, hospitals are using artificial intelligence and automation to help manage the massive influ…
Read More
How the COVID-19 Pandemic Is Changing Marketing
Salesforce's sixth edition of its "State of Marketing" report highlighted the importance of the customer experience, particularly during a pandemic cr…
Read More
Tailored Customer Experiences to Reshape Consumer Landscape
The customer experience has new challenges due to the pandemic, and technology is is stepping in to deliver a more personalized experience to bring of…
Read More
Bigtincan to Acquire ClearSlide for Leadership in Sales Enablement
The acquisition deal combines two string players in the sales enablement space bringing together a more complete solution for sellers to engage buyers…
Read More
Call Center Outsourcing "Marketplace" ArenaCX Becomes Zendesk Partner App
Once upon a time, companies needing more call center agents engaged outsourced teleservices providers (sometimes called business process outsourcers, …
Read More
2021 Trends: COVID-19 Will Redefine Customer Experience and Drive Continued Digital Transformation
TTEC annual report identifying key Customer Experience as a Service (CXaaS) trends for 2021 shows digital transformation will continue to grow.
Read More
Quick-Service Restaurants Shifting to Digital and Mobile Models
Several quick-service restaurants (QSRs) are changing the way customers order and receive their food to meet changing demands during the coronavirus p…
Read More
Consumers Frustrated with Contact Center Service During Pandemic
A new survey from Uniphore shows a majority of customers are frustrated with their contact center interactions during the coronavirus pandemic. The su…
Read More
How Blockchain Is Transforming the Fintech Industry
Since its invention, blockchain has managed to spread its influence on a number of industries and has driven transformation in many businesses. From b…
Read More
AI System Solves Customer Information Overload
Artificial Intelligence companies Hitachi and Allganize combine their resources to develop a sophisticated AI system for customer service and business…
Read More
CX Outsourcing Opportunities Continuing to Grow in Jamaica
When asked to think about countries known for their contact centers, the first country that comes to mind may not be Jamaica. However, in the past dec…
Read More
Tide's On-Demand Dry Cleaning Service Named Best in Customer Service
When national laundry-detergent brand Tide decided to start a franchise dry cleaning concept location - the idea was to bring customers a brand they w…
Read More
The Intersection of Humans and Technology - The Future of Customer Service
Every few years, a new customer service channel arrives on the scene with claims that this technology will be the main service channel and the future …
Read More
CardSnacks Upgrades Digital Gift and Greeting Cards App for Businesses
Employee and customer engagement rank high on the list of important tactics for maintaining relationships - especially today, with worldwide shutdowns…
Read More
As Telehealth Grows, Health Insurance Companies Turn to Contact Centers
When the COVID-19 pandemic began, companies and industries around the world quickly began turning to contact centers to keep up with the drastic incre…
Read More
Is Panama the Next Big Nearshore CX Outsourcing Opportunity?
The economics in Panama make it easy for BPOs there to attract and train top agents, at substantially lower salaries than are paid in the U.S., which …
Read More
Managing and Training Remote Agents: What We've Learned So Far
No matter what 2021 brings, contact centers have shown that they have the ability and the agility to work on-site in offices and remotely from home wi…
Read More