Michael Reiserer, MD EASY Software, Germany, reveals many companies are making good progress towards employee and supplier experience management but there is still work to be done..

Edmund Ovington, VP at Unbabel, discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs..

The first-of-its-kind, proven framework shows businesses how to deliver modern, next-generation customer service with conversational support..

Bryan Horn talks standards and why he believes it is essential to have a dedicated director with a customer-first mindset leading your operation..

Purity, the experiential marketing agency have produced this useful infographic to help inspire new ways of creating virtual experiences in the new reality..

Remember the days when people noticed good customer service, talked about it, and most importantly—rewarded  you for it? Happy customers would return and spread the word..

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty..

Results of a new study released by Calabrio show most contact centres are embracing work changes and expect them to benefit the industry long term..

Azure Event Hub users can now easily migrate their logs to one centralised data management platform, eliminating the complexity of logging and data analysis..

Speech recognition software is becoming a key technology in our everyday lives. Despite this, there are some reservations. Gary Williams investigates..

Quality should be the highest priority for any type of organization, and for providers of customer service software this means constant quality assurance and testing..

Quick-service restaurants are benefiting from new tools, devices, and applications that improve their efficiency while keeping customer satisfaction high..

Some exciting trends are emerging in the world of Mixed Reality (MR) that could have a major impact on the online customer experience of the future..

Vee24, the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement..

EBI.AI has announced that Coop Sweden, one of the largest grocery retailers in the country, has successfully started to preview its virtual assistant, Cooper. .

Metroline Fire & Security has implemented a cloud based system that combines back office software with vehicle tracking and a mobile app from Leeds-based BigChange..

As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated..

Dan Rhodes, Head of Customer Service at Morrison Utility Services reports on the impact of the pandemic and outlines the organisation’s ‘Every Customer Counts’ program..