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CUSTOMER NEWS

What to Look for When Deciding on a Collection Agency

By: Contributing Writer    10/12/2021

There's certain things that happen to every entrepreneur. Your first big sale, the first time one of your clients recommends you to someone elseā€¦ and …

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Best Practices for Law Firm Customer Service

By: Contributing Writer    10/12/2021

Customer service isn't an easy aspect of any business. In fact, it can be one of the hardest areas to perfect, whether it's your primary offering or o…

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All Eyes on Thankful as AI Platform Raises $12M in Series A Funding

By: Stefania Viscusi    10/8/2021

Venice, Calif-based Thankful, an AI customer service platform that takes services to the next level, is quickly gaining attention as it just announced…

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CUSTOMER Magazine Announces Recipients of the 2021 Customer Experience Innovation Awards

By: CustomerZone360 News    10/8/2021

TMC announced today the winners of 2021 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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Building a Flexible, Data-Driven Patient Satisfaction Strategy

By: Tracey E. Schelmetic    10/7/2021

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…

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How COVID-19 has impacted trust in HR, and what HR can do to improve it

By: Contributing Writer    10/7/2021

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 …

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Radical Inc.Deploys Call-Back Feature For More Than 20 Retail Brands

By: Luke Bellos    10/5/2021

Radical Inc. has reportedly found higher levels of abandonment rates and improved customer satisfaction after deploying Fonolo's Voice Call-Back solut…

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Study Finds Ecommerce Brands Struggling to Meet Current CX Expectations

By: Luke Bellos    10/1/2021

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…

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Thankful AI Emerges from Stealth Mode to Solve Customer Problems

By: Tracey E. Schelmetic    10/1/2021

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…

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Government Agencies Should Strive for Quality Customer Service

By: Luke Bellos    9/28/2021

As the business world finally recognizes the value of proper customer service, government agencies are failing to adapt to the service needs of citize…

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Contact Center Modernization: 5 CX Trends for 2021

By: Special Guest    9/28/2021

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 …

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Growing Your Call Center With Virtual Phone Systems

By: Special Guest    9/28/2021

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 …

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Gnani.ai Releases New Voice Biometrics Solution armour365

By: Luke Bellos    9/23/2021

Gnani.ai announced the launch of armour365, a new solution offering added protections against the rising fraud and cybercrime activity across the glob…

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Semafone Files Patent Infringement Suits Over Its DTMF Masking Technology

By: Tracey E. Schelmetic    9/23/2021

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 …

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BeyondCX By Genesys Offers Call Center Agents Emotional Training

By: Luke Bellos    9/23/2021

Genesys has developed a new training program for call center agents that focuses on soft skills for a more human, emotionally aware experience.

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Legion Introduces Four New Modules to WFM Solution

By: Luke Bellos    9/21/2021

WFM platform provider Legion announced four new modules to help businesses analyze and automate employee-related tasks.

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Proper Onboarding Practices Can Help Reduce Turnover in the Call Center Space

By: Laura Stotler    9/17/2021

The call center space has notoriously high turnover rates. Proper onboarding practices can help reduce churn while ensuring new agents are engaged and…

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Dialpad Announces Acquisition of Kare Knowledgeware

By: Luke Bellos    9/17/2021

CX platform provider Kare Knowledgeware has been acquired by Dialpad, further enhancing the company's initiative of improving customer experiences.

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NICE and Bell Canada Form Agreement to Expand CXone Availability

By: Luke Bellos    9/16/2021

Customer experience solutions leader NICE has announced a new strategic agreement with Bell Canada, in an effort to expand the availability of the NIC…

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Shifting Focus to Customer Experiences Can Ensure Long Term Business Success

By: Luke Bellos    9/14/2021

Customer experiences should no longer be an afterthought for business development, as research has demonstrated the potential value of retaining a loy…

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Enigmai to Test New WFM Business Suite in Tel-Aviv

By: Stefania Viscusi    9/10/2021

Workforce management improvements are important in the call center. In the municipal setting this importance is even greater. Having efficient, produc…

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NLP Startup Cohere Snags $40 Million in Fresh Funding

By: Luke Bellos    9/10/2021

Cohere, a small company focusing on natural language processing models for artificially intelligent systems, has secured $40 million in investment fun…

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RevSpring's Outbound IVR Solution Now Available with Epic EHR Solution

By: Tracey E. Schelmetic    9/9/2021

While electronic health records (EHR) are mandated in U.S. healthcare settings, the rollout of the technology has been bumpy, often because different …

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CUSTOMER Magazine Announces Winners of the 2021 Contact Center Technology Award

By: CustomerZone360 News    9/9/2021

TMC today announced the winners of their 16th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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Plivo Survey Finds Back to School Shoppers Favor Retail Communications Most

By: Luke Bellos    9/8/2021

A new survey from Plivo finds that back to school shoppers are more likely to opt in to direct messaging marketing campaigns.

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Survey Finds Call Center Agents Concerned About Future of Automation

By: Luke Bellos    9/3/2021

Artificial intelligence still has a long way to go before becoming capable of fully taking over human contact center responsibilities, but human agent…

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TCN Releases Online Guide for Managing Call Center Agents

By: Tracey E. Schelmetic    9/2/2021

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 …

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Level AI Launches to Transform Customer Interactions

By: Stefania Viscusi    9/2/2021

In a move to continue advancing how organizations deliver customer service, Level AI, a company founded by former Amazon Alexa product leader Ashish N…

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If Your Customers Can't Reach Your Agents, They Won't Be Customers For Long

By: Erik Linask    9/1/2021

Customer loyalty is fragile, so businesses need to invest in the cloud communications and contact center solutions to ensure their agents are able to …

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Darlington Building Society Recruits 8x8 for Digital Transformation

By: Luke Bellos    9/1/2021

Darlington Building Society has selected 8x8 to help support the organization's efforts to further enhance operations through digital transformation.

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Robot - 7 Crucial Robotic Applications in Automotive Manufacturing

By: Special Guest    8/27/2021

The automotive industry has been using robotic applications in its manufacturing assembly lines to increase efficiency for over 50 years now. Robots a…

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Kristin Gaarder Joins Calabrio as Chief Human Resources Officer

By: Luke Bellos    8/26/2021

Customer experience expert Calabrio has named Gaarder as the first ever Chief Human Resources Officer for the company.

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Utilizing CRM Integrations to Form Stronger Customer Relationships

By: Luke Bellos    8/24/2021

Enterprises and large scale companies that use CRM solutions should consider a number of simple integrations to boost customer experiences and general…

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Uniphore Buys Jacada

By: Stefania Viscusi    8/20/2021

Conversational service automation provider Uniphore has announced the acquisition of customer experience vendor Jacada for an undisclosed sum.

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Complimenting CX Technology with a Human Touch

By: Luke Bellos    8/18/2021

Companies that rely too much on customer service technology may find more success with quality human agents complimenting them.

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Australian Telecom Company Migrates to Amazon Connect Contact Center

By: Tracey E. Schelmetic    8/18/2021

Amazon Connect, the tech giant's omnichannel cloud contact center, helps companies provide improved customer service across voice, chat, and tasks at …

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Keeping Classic Business Ideas in Focus for Top-Tier Customer Service Training

By: Luke Bellos    8/18/2021

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 …

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LiveVox Study Finds 229% ROI Using Its Contact Center Solutions

By: Stefania Viscusi    8/13/2021

San Francisco-based next-gen contact center platform provider LiveVox (News - Alert) powers over 14 billion interactions a year for its customers. Wit…

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Team building tips for customer service departments

By: Special Guest    8/10/2021

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…

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Five Things We Can Learn From Casino Customer Service

By: Special Guest    8/10/2021

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 …

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Why Are Casinos Renowned for Their Customer Service

By: Special Guest    8/10/2021

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…

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Leading Tech Companies Put Customer Sentiment in Spotlight

By: Luke Bellos    8/10/2021

AWS and Qualtrics are just two of the many tech companies investing in customer sentiment technology for deeper understanding.

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New Study Finds Varying Success Among Internet-Based Customer Experiences

By: Luke Bellos    8/6/2021

A new ASCI report revealed how customers rate their experiences with the most notable internet-based companies.

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CenturionCARES Releases Contact Center Software v14.5

By: Stefania Viscusi    8/5/2021

Call centers have played a unique role in helping businesses to maintain customer service levels during the global pandemic. While COVID-19 shutdowns …

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BJ's Wholesale Launches Automated Voice-Based Virtual Assistant for Older Shoppers

By: Laura Stotler    8/4/2021

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…

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AMP Agency Combines DX Division with SmallTalk

By: Luke Bellos    8/4/2021

After the recent purchase of SmallTalk earlier this year, AMP Agency officially announced the company will condense SmallTalk with AMP's own digital e…

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Conversational Customer Engagement Platform Dixa Announces $105 Million Funding Round

By: Tracey E. Schelmetic    8/4/2021

Today, much of the buzz around customer service methodology includes something called "conversational customer engagement." At its core, it's about me…

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The Underrated Benefits of A Fine-Tuned Call Center

By: Luke Bellos    7/30/2021

Business leaders looking to build stronger relationships with customers should consider putting more focus on the training of call center agents.

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Nation's 911 Call Centers Struggle to Maintain Appropriate Staffing Levels

By: Tracey E. Schelmetic    7/29/2021

While the nation grapples with a shortage of restaurant workers during the ongoing COVID-19 pandemic, another kind of worker is reaching critical shor…

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How to Build your own customer service website in these 6 Steps

By: Special Guest    7/27/2021

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…

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