CUSTOMER NEWS
Proper Onboarding Practices Can Help Reduce Turnover in the Call Center Space
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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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3 Fun things to do with your customer service team after returning to the office
Finally, the end of the pandemic is near. After two years of working at home or at flex work stations, it's time to go back to the office. But don't e…
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PossibleNOW Solution Takes Aim at New Florida Telemarketing Law
A new solution developed by PossibleNow helps call centers provide consent features that protect consumers from unsolicited inquiries.
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3CLogic Forms Strategic Partnership with ScreenMeet for ServiceNow Support
3CLogic and ScreenMeet are combining resources to bring a full spectrum of communication features to the ServiceNow Platform.
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Reinforcing The Value of AI-Based Contact Centers In The Post-Pandemic Economy
Artificial Intelligence should be a major focus for business leaders looking to prepare their company for the future.
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German Solar Systems Company Chooses Talkdesk as Contact Center Provider
ZOLAR GmbH is a Berlin-based green technology company that provides solar modules and storage systems. The company offers solar panels and cables, inv…
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Striking The Right Balance: Securing Customer Information and Data in the Highly Personalized World of CX
For organizations today, offering an exceptional customer experience has become an essential aspect to thriving amongst competitors in a highly compet…
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New Five9 Inference Studio Simplifies Virtual Agent Deployments
Five9's latest enhancements make it easier for businesses to take advantage of AI-powered virtual assistants.
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Semafone Delivers PCI DSS Compliance
This week Semafone unveiled SecureWeb+ to deliver outsourced contact centers, merchants and in-house customer support simple, secure payments on third…
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ActivTrak Coach Aims to Manage Productivity from Anywhere
ActivTrak has released a new coaching solution to help business leaders accurately assess employee performance from virtually any location.
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How AI Transforms The Call Centers And Bringing Them To The Next Level
The Call centers market is estimated to reach a revised size of $496 billion by 2027. For the next 7-year period, it will rise to 5.9% CAGR. However, …
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75 Percent of European Contact Center Executives Don't Understand AI
Companies once spent a lot of time pursuing what they believed to be effective customer service. The phrase "customer service," however, recalls a pie…
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NICE Outlines Framework for Ethical AI Deployments
Recent advancements in artificial intelligence have been a major focus in the global economy, as business leaders put more focus on robotics and autom…
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Contact Centers Should Aim to Become Experience Centers
Contact centers learned a lot of lessons during the pandemic. For starters, they learned that business can shift in an instant. During quarantine, man…
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The Future is Now! Deliver Great Real-Time Retail Customer Experiences
When the Covid-19 pandemic began, many businesses across a variety of industries were heavily affected by the quarantine, and the retail industry was …
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5 Great Customer Service Strategies To Help You Improve the Customer Experience
Customer service is one of the most important aspects of every customer experience, and it definitely can make or break the relationship between the b…
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Technologies That Enhance the Customer Experience on Online Casinos
Online casinos have become some of the most attractive platforms for gambling. Not only can you play your favorite casino games on your mobile and des…
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