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CUSTOMER NEWS

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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Customers Claim Starlink Customer Service Nonexistent

By: Luke Bellos    1/25/2022

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

By: Luke Bellos    1/25/2022

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

By: Contributing Writer    1/21/2022

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

By: Tracey E. Schelmetic    1/20/2022

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

By: Luke Bellos    1/18/2022

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

By: Stefania Viscusi    1/14/2022

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

By: Tracey E. Schelmetic    1/12/2022

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

By: Stefania Viscusi    1/7/2022

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

By: Luke Bellos    1/6/2022

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

By: CustomerZone360 Staff    12/30/2021

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

By: Tracey E. Schelmetic    12/29/2021

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

By: Stefania Viscusi    12/28/2021

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

By: Luke Bellos    12/28/2021

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

By: Luke Bellos    12/23/2021

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

By: Luke Bellos    12/23/2021

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?

By: Contributing Writer    12/23/2021

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

By: Stefania Viscusi    12/20/2021

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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