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Importance of Delivering Omnichannel Customer Experience
Switching between various devices on a daily basis is a norm for 98% of the US shoppers, so businesses that strive to fully satisfy the customers' exp…
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Securing Retail and POS Endpoints Efficiently
With physical retail re-opening, large retailers with hundreds or thousands of locations are rethinking their security strategies, especially when it …
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Can You Improve Cold Calling in 2021?
Here's a problem: cold calling is a tough business. The real reason some contact centers are more successful than others is not just because they have…
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Tesla Apologizes for Arrogant Customer Service Response to Shanghai Incident
Tesla has come under fire in China for its alleged arrogant customer service response to an accident involving one of its vehicles. The automaker has …
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CUSTOMER Magazine Announces Winners of the 2021 CRM Excellence Awards
TMC announced the winners of its 22nd Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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Contact Center 2.0: A Better Normal
Is it safe to go back to the office now? Should we go back? Do we need to? There are no definitive answers to these questions, but they are top of min…
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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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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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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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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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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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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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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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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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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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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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