CUSTOMER NEWS
Adding video to your digital customer engagements
Leading brands are adding real-time video to digital customer engagements as a way to improve customer service and sales effectiveness. Forrester advi…
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How Verizon Was Able to Navigate the Transition to Remote Working While Maintaining a Top-Notch Customer Experience
Learn how Verizon navigated the COVID-19 pandemic to successfully and rapidly transition to a fully remote contact center environment.
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Talkdesk and Microsoft Continue Alliance for Delivery of Improved Personalization
Talkdesk and Microsoft will be continuing their strategic partnership to offer customers and call center agents more personalized experiences.
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Speech Technologies and the Impact on CX
How can contact centers leverage speech technologies to improve customer experience and agent performance?
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The Evolution and Acceptance of Speech Technologies
IVR has been an unpleasant experience for many, but speech technologies are changing the entire IVR and self-service customer experience and driving c…
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Authority Software Releases New Workforce Management Solution
Workforce management solutions play an important role in the day to day operations of a call center. They also help to support the long term goals of …
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NICE Ranked as WFM Market Share Leader in DMG Consulting Report
If call centers are considered the drivers of customer relationships in the twenty-first century, then workforce management technology is the engine. …
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New 311 Line Hopes to Improve Customer Service in Santa Monica
In an effort to provide more availability for non-emergency services, the city of Santa Monica has introduced a 311 service line for citizens.
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DMI Joins with Atento & NTT Data to Power Maryland COVID-19 Vaccination Support Center
In Maryland, digital transformation company DMI teamed with other tech providers - including Atento and NTT Data - to help power it's COVID-19 contact…
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How to Deliver Exceptional Customer Experience When Your Contact Center Agents Are Working Remotely
What can business leaders do to ensure their remote contact center agents don't experience technology disruptions that could damage customer experienc…
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Sonae MC Turns to Talkdesk for Operational Upgrade
Portuguese food retailer Sonae MC will be utilizing Talkdesk CX cloud to improve customer experience and modernize business operations.
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Phoenix Suns Utilize Verizon's BlueJeans for Digital Fan Engagement
The Phoenix Suns will be using Verizon's BlueJeans video solutions to provide fans with new ways to interact with the team.
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Figuring out the Best Tools for Creating and Growing Your Online Presence
An online presence is a must for today's businesses. With a few simple tips, your online business can shoot for the moon.
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Empower Your Staff to Handle Dissatisfied Customers on the Spot
Customers are bound to become dissatisfied. It's a fact of doing business. No matter what business you're in, how exceptional your products and servic…
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David's Bridal Now Offers 24 Hour Customer Support with LivePerson Chatbots
David's Bridal will now offer round the clock customer support using automated chatbots to improve customer experiences.
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HoduSoft Clinches the Prestigious 2021 CUSTOMER Magazine Product of the Year Award
HoduSoft announced today that TMC, a global, integrated media company, has named HoduCC as a 2021 CUSTOMER Product of the Year Award winner.
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Alorica Solutions Help MLB Win Two Stevie Awards
The MLB has earned two Stevie Awards thanks in part to its relationship with customer solution provider Alorica.
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Customers Offer Feedback on SpaceX's Starlink Customer Service
Customers are offering feedback on Starlink, the new satellite internet service from Elon Musk's SpaceX. While there have been some technical glitches…
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Parlance Receives 2021 CUSTOMER Magazine Voice Technology Excellence Award
Parlance announced today that TMC, a global, integrated media company, has named Parlance Service as a 2021 CUSTOMER magazine Voice Technology Excelle…
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Hospitality Industry Struggles with Risks to Customer Data
Hotel workers working remotely may be putting the industry at risk, due to minimal oversight and lack of technical security.
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Eleveo Receives 2021 CUSTOMER Magazine Product of the Year Award
Eleveo announced today that TMC, a global, integrated media company, has named Eleveo WFM as a 2021 CUSTOMER Product of the Year Award winner.
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Examining the Effect of Direct Mail on Casino Customer Visitation and Value
Without any loyal patrons, online and land-based casinos in the United Kingdom and worldwide wouldn't be able to keep their doors open. However, consu…
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LiveVox Releases Version 15 of Contact Center Platform
LiveVox's latest contact center platform update provides agents with unified channels to improve overall customer experience.
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Hapag-Lloyd Selects SITA's Customer Service Platform for Latest Customer Service Strategy
Hapag-LLoyd has teamed with SITA to improve customer service and remote communications for contact center agents.
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CUSTOMER Magazine Announces Winners of 1st Annual Voice Technology Excellence Awards
TMC announced today the winners of the 2021 Voice Technology Excellence Awards, presented by CUSTOMER magazine.
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TouchPoint One Wins 2021 CUSTOMER Magazine Product of the Year Award
TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centers, announced today that TMC, a glob…
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Comm100 Now Fully Integrated with Cisco Contact Center Solutions
Comm100 has announced it is now successfully integrated within Cisco Contact Center Solutions.
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Survey Reveals Diminishing Tolerance for Slow Customer Service During Pandemic
New research reveals that dependence on automated call centers can cause negative customer perceptions of businesses.
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VOZIQ Wins 2021 CUSTOMER Product of the Year Award
VOZIQ, a leading provider of Cloud-based actionable AI software for Predictive Customer Retention to recurring revenue businesses, announced today tha…
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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.
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Aisera Unveils Conversational AI Solution for Customer Service
AI provider Aisera has announced a new solution to provide intelligent automation for customer support.
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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.
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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…
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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.
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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.
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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…
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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…
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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.
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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..
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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.
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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…
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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…
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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.
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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.
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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…
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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…
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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…
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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…
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NCR Expands Digital Banking Platform with Terafina Acquisition
NCR looks to further develop its digital banking platform through the recent purchase of Terafina.
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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…
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