Chat Becoming Powerful Tool Driving CX, Business Revenue and Growth

By: Laura Stotler    4/11/2022

A new report from Clickatell reveals most customer service representatives are using chat to improve the customer experience (CX) as well as drive bus…

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Salesforce Addresses Demands of Digital Customers with Slew of New Services

By: Maurice Nagle    4/8/2022

This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…

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Breezeline Launches Mobile App to Improve Customer Experiences

By: Stefania Viscusi    4/7/2022

The launch of the new app, according to company officials, is part of a plan in place to transform customer experiences using digital tools. The goal …

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Gaming Laboratories International Announces New Hire for Customer Service

By: Tracey E. Schelmetic    4/6/2022

In the electronic gaming and lottery business, certification is vital to ensure that all gaming products meet region's stringent standards and local t…

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Disney Customers Complain About Long Waits for Customer Service

By: Laura Stotler    4/4/2022

An increasing number of Disney World customers are complaining about hours-long hold times and unskilled customer service representatives fielding the…

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Playvox to Debut Capacity Planner Module of Workforce Engagement Management Solution

By: Tracey E. Schelmetic    4/4/2022

Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…

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Thai Government Agency to Adopt AI

By: Stefania Viscusi    4/1/2022

Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …

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Semafone Partners with Talkdesk for PCI Data Security

By: Tracey E. Schelmetic    3/31/2022

Semafone, a provider of PCI DSS compliance solutions for payment and PCI data security for call and contact centers, recently announced a reseller par…

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How to answer customer queries in the most effective way

By: Contributing Writer    3/28/2022

The world of customer services can be a difficult one to manoeuvre. Not only do you have to be a smooth talker, but you need to have an in-depth knowl…

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NICE Actimize Introduces SaaS Risk Analysis Solution for Financial Services

By: Tracey E. Schelmetic    3/24/2022

To help financial companies gain a better "big picture" view of their risk, NICE Actimize, a subsidiary of NICE, recently announced the launch of its …

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Dialpad Includes New Enhancements to AI Contact Center

By: Luke Bellos    3/22/2022

Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.

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Infobip Adds SMS, WhatsApp Features for Adobe Commerce

By: Luke Bellos    3/21/2022

Cloud communications company Infobip announced SMS and WhatsApp messaging capabilities are now included for Adobe Commerce users. Service agents can c…

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CRMNEXT, Wescom Resources Group Partner for CRM Solution

By: Luke Bellos    3/17/2022

Financial CRM solution provider CRMNEXT and credit union technology solution company Wescom Resources Group co-announced a strategic partnership.

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Recipients of the 2022 CUSTOMER Product of the Year Award Announced

By: CustomerZone360 News    3/16/2022

TMC announced today the winners of the 2022 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine.

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IRS Leans on Chatbots to Improve Citizen Experience

By: Luke Bellos    3/16/2022

Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…

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TouchPoint One Brings Basketball to Contact Center Performance Challenge

By: Tracey E. Schelmetic    3/15/2022

TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.

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InteractiveTel Unveils TotalCX Platform

By: Luke Bellos    3/14/2022

InteractiveTel announced the launch of the TotalCX Customer Experience Platform for automotive dealers.

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IRS Opens Office Dedicated to Improving Taxpayer Customer Experiences

By: Stefania Viscusi    3/11/2022

The new office will offer assistance for service, compliance, and other tax-related programs, working together with other units of the IRS and the Tax…

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Verint Scores High In Customer Satisfaction

By: Luke Bellos    3/11/2022

Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC's 2021/2022 Workforce Optimization/Workforce Eng…

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Technology Helps Solve Call Center Staffing Crises

By: Tracey E. Schelmetic    3/10/2022

Call centers are under considerable pressure today. As both the number of contacts and the channels through which customers reach out escalate, there …

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4 types of call center KPIs and how to use them

By: Contributing Writer    3/10/2022

The hallmark of a strong call center is that it not only helps your company fulfill its mission, but also ensures employee and customer satisfaction. …

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Level AI Generates $20 Million in Series B Funding

By: Luke Bellos    3/4/2022

AI-based customer service solution developer Level AI secured $20 million in funding after completing its Series B investment round. Investors include…

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Call Center Troubles Plague the U.S. Park Police Dispatch Center

By: Stefania Viscusi    3/4/2022

A U.S. Park Police organization in southeast Washington was recently investigated by Interior Department after reports of call center operations takin…

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Calabrio WFM Transforms Cazoo Contact Center Operations

By: Luke Bellos    3/2/2022

UK-based online car dealership company Cazoo experienced a huge spike in activity over the last year, leading executives to invest in Calabrio's workf…

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Chatbot Automation Causing Customer Frustration

By: Luke Bellos    3/2/2022

The importance of customer service cannot be overstated. That said, companies of all sizes turned to chatbots when labor shortages struck, and this ch…

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Consumers Prefer Chatbots Over Web Browsing

By: Luke Bellos    2/28/2022

If you're a fan of the legendary singer Meatloaf, you know two out of three ain't bad. But when it comes to consumer opinions, those numbers are worth…

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AXA UK Is Staying with Content Guru to Expand Customer Experience Capabilities

By: Stefania Viscusi    2/25/2022

For the last six years, Content Guru has been working with one of the UK's largest insurance companies, AXA UK to help innovate the way it delivers cu…

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Rio Grande Governments Council Chooses Carbyne for Cloud 911 Contact Center

By: Luke Bellos    2/25/2022

Cloud-native contact center solution developer Carbyne announced a new partnership with the Rio Grande Council of Governments(RGCOG) in Texas, in orde…

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AnswerNet Closes Quality Contact Solutions Acquisition

By: Luke Bellos    2/25/2022

Pennsylvania-based call center services company AnswerNet closed its acquisition of Quality Contact Center Solutions (QCS) and its subsidiary, QCS At …

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Genesys and Thrive Partner To Support Call Center Agent Wellbeing

By: Tracey E. Schelmetic    2/23/2022

Cloud customer experience company Genesys recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huf…

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Vitech Intros CampaignCenter Solution

By: Luke Bellos    2/23/2022

Vitech, a global provider of cloud-based administrative software, announced the launch of the CampaignCenter solution for the V3locity CRM platform.

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CarahSoft, Cyara to Offer Public Sector CX Solutions

By: Luke Bellos    2/18/2022

Cyara announced a new strategic partnership with government IT solutions provider, Carahsoft. Carahsoft will now be the Master Government Aggregator o…

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An Account Manager in a software & hardware outsourcing development company

By: Contributing Writer    2/18/2022

To be successful every software & hardware development company should have both technical and business proficient crews. Account managers, as business…

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Improving the Attractiveness of Your Small Business in Texas

By: Contributing Writer    2/18/2022

Just about every industry across the planet is experiencing increased competition and, therefore, a reduction in the number of applicants for new role…

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OutPLEX and Comm100 Partner for AI-Driven Digital Customer CX

By: Tracey E. Schelmetic    2/16/2022

Today, customer support is highly digital, with consumers demanding secure, compliant service across multiple channels to provide an excellent custome…

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Can Smart Home as a Service Solutions Improve Customer Experience and Deepen Relationships?

By: Special Guest    2/15/2022

Smart home technology is anything but new. As far back as the 1930s, visionary inventors spoke of home automation technologies following the dramatic …

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BraynCX Aims to Assist Labor Shortages Through Digital Tech

By: Luke Bellos    2/10/2022

BraynCX leaders recognize contact center labor shortages will likely be a concern for the foreseeable future, they hope to launch the first ever autom…

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Is Customer Service a Good Career Choice for You?

By: Contributing Writer    2/9/2022

People all have their own ideas of the perfect career choice, and while some people love to work on their own in solitude, others love to work with ot…

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Calabrio Announces Add-on Module for Agent Coaching

By: Tracey E. Schelmetic    2/9/2022

To help address the more personalized training needs of agents, Calabrio has announced the introduction of its new coaching solution for agent perform…

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MySize Combines Digital and Physical Retail Experiences with Smart Mirror

By: Luke Bellos    2/9/2022

MySize, a developer of AI-powered apparel-measurement technologies, announced the launch of the FirstLook Smart Mirror: an interactive mirror display …

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CXone Now Compatible With Google Chrome OS

By: Luke Bellos    2/9/2022

NICE announced an expansion to its partnership with Google, and revealed the company's CXone software is now available with Chrome OS. Customer-centri…

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Hodusoft Intros New HoduCC Features

By: Luke Bellos    2/4/2022

To support new trends in contact center operations, Hodusoft, an India-based unified communications software developer, recently introduced new outbou…

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Talkmap Secures $8 Million In Series A Funding

By: Luke Bellos    2/4/2022

According to a recent article by VentureBeat, conversation analysis platform developer Talkmap recently revealed it secured $8 million in new funding …

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CEO of British Airways Aims To Fix Poor Customer Service

By: Luke Bellos    2/3/2022

Sean Doyle, the CEO of British Airways, sent a message to BA Executive Club members over the weekend regarding BA's recent dip in customer service qua…

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Iowa Health Care Call Center Shuffles Workforce to Handle Influx of COVID Calls

By: Laura Stotler    2/3/2022

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

By: Laura Stotler    2/2/2022

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

By: Luke Bellos    2/2/2022

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

By: Contributing Writer    1/28/2022

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

By: Luke Bellos    1/28/2022

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

By: Tracey E. Schelmetic    1/26/2022

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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