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Catch Customer Sentiment from Smart Product Data Analysis Before Ratings Drop
An Israeli-US company, Copilot, this week announced it has launched a new CX Trend system that can detect potential drops in customer satisfaction rat…
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What Customers Really Want: Everything You Should Know About Customer Experience Mapping
How do you know what they really want at different stages of their journeys with your brand and how do you create a frictionless customer experience (…
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CUSTOMER Magazine Announces Winners of the 2020 Contact Center Technology Award
TMC announced the winners of the 15th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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Why We Need to Stop Saying the Call Center Is Dead
We have long heard the death of the call center is near, but are these claims actually valid? No. This lazy trope, while peddled as "forward-thinking,…
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As Businesses Continue to Adapt to the Global Pandemic, Cloud CRM Security More Important Than Ever
Last month, Pega released results of a survey that revealed most businesses overestimated their digital readiness to adapt to the COVID-19 health and …
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CoreDial Makes Contact Center Management Easier with New WFM Capabilities
CoreDial has added WFM features to its CoreNexa Contact Center suite to give managers better control over workforce scheduling and adherence.
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As eCommerce Thrives, Digital Innovation is a CX Must
Consumers have been tolerant during the COVID-19 pandemic, but as they continue to shop online, CX will become increasingly more important.
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Security, Identity, Efficiency and Quality Control Will Scale Successful W@H CX Platforms
It has been a challenging four months in the contact center and CX industry, with news coming out every day on the successes and failures to control t…
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How Intelligent Virtual Assistants Can Transform Telecom
The rise in demand for technologies and services within telecom is presenting new challenges in terms of customer engagement and satisfaction, and wit…
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The Big CX Leap to Cloud: Beyond Contact Center
With a surge in contact center activity, in large part being created by the pandemic, agility and the ability to ramp up and ramp down resources and s…
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In A Trustless World, A New Software Platform and Network Aims to Broker Confidence Between Customers and Brands Leveraging 'Zero Knowledge'
At a time when cybersecurity companies are rolling out zero trust offerings, to ensure only those people and machines who are fully authorized and aut…
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Workforce Management: Creating High-Performing, Cost-Effective Teams Through Adherence On-Demand
Running a contact center is challenging even during the best of times. Constant pressures of juggling high customer expectations, ever-changing techno…
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Going the extra mile as customer service
If you work in customer service, you have to deal with lots of questions and you often have to handle angry customers. But luckily there's also loads …
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How to reach your clients without suffocating them
Growing an ecommerce base means going hard on the public to build a name and to stay on the top of mind of customers, but push a little further and yo…
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Corporate Video Production for Internal and External Communications
Recent technology and people's mindset have changed corporate communication. Previous popular methods have become irrelevant and unattractive. In this…
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Is your business up to the stress test of external forces beyond your control? #BusinessContinuity
Aggressive new product developments and marketing campaigns planned for Q2 have gone up in coronavirus smoke, while business priorities have shifted a…
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CUSTOMER Magazine Announces Winners of the 2020 CRM Excellence Award
TMC announced the winners of their 21st Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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Connected Field Service Leads To Brilliant Customer Experiences
Customer Experience is one of the most influential factors in stimulating customer loyalty and retention. Market research studies reveal that it costs…
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A Tale of Two CRM Architectures: Do you start or finish with your business processes?
Data about customers' behaviors, collected through a range of channels, can play a pivotal role in teams understanding customer intent and sentiment, …
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Conversational Analytics - The Secret to Exceptional First Call Resolution & Outstanding Customer Experiences
Jack Ma, founder of Alibaba once advised,?"Forget about your competitors, just focus on your customers".?As the statistics highlight dissatisfied cust…
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