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How Technology can Dramatically Improve Customer Services in the Banking Industry
Customer experience is a key to success and competitive differentiator not only for banking but across all industries. In this digital era of life, op…
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When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption
Nearly every large enterprise and government agency has a dramatic story about shifting their contact center workforce to a work-from-home (WFH) model…
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How a Software Company has Streamlined National Police Checks in Australia
Every great company is built on the back of great employees. Employers know that and that is why they're keen on hiring the best talents. These are em…
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Leading Your Business to Success, Not Just Survival
The emergence of COVID-19 and its rapid spread around the globe has been nothing short of disastrous for many businesses. Storefronts have closed, wor…
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Contact Center Data on The Rise Huge Opportunities, Huge Challenges
Companies often talk about identifying customer pain points, and Contact Centers present the clearest opportunity to capture this data to serve custom…
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CUSTOMER Magazine Announces Recipients of the 2020 Customer Experience Innovation Awards
TMC announced today the winners of 2020 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
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As Data Explodes in Cloud Contact Centers, the Security Spotlight Shifts to Internal Threats and Privileged Access Management
Contact Centers are one of the riskiest areas for enterprises, especially those which have a large customer base and are in highly regulated industrie…
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Call centers in the personal injury world, a new phenomenon
With personal injury you may think of an accident, injury and lawyers who recover the injuries from victims. You will not immediately think of a call …
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With Unprecedented Challenges, Health Insurance Companies Have New Options to Transform and Save
while the learning curve was steep in many cases, including making the shift to cloud-based agents and managers given work@home requirement, operators…
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Customer Support Tips For Retailers To Address The COVID-19 Situation
With the increase in the number of COVID-19 cases across the world, there has been a significant impact in the retail industry. People are hesitant to…
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Some of the Best Ideas for an Email Marketing Campaign
Emailing is one of the most effective forms of digital marketing. Many people don't realise this and fail to include it within their marketing strateg…
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7 Sure-shot Ways of Retaining Customers and Improving Customer Satisfaction
The success of any business depends on customer satisfaction. Businesses can succeed only if you know how to satisfy your customers and learn to recti…
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Entertainment as Engagement for Friendlier, Faster and Fun Conversations
As we evolve from call center to contact center and from contact center to the Customer Experience (CX) hubs in new digital ways, innovation is bloomi…
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How COVID-19 Had a Big Influence in Sales in Certain Sectors
For everyone working in customer service, the last few months have been anything but the ordinary. Pretty much every company has seen changes, which s…
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The top 3 laptops for a customer service representative
Our choice of the latest laptop models from top brands will help you find the best laptop for your customer service agency. Selection of the best l…
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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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