Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms..

Intouch Games looked at five different chatbot vendors before selecting ServisBOT, a conversational AI platform provider that helps businesses create chatbot solutions that automate customer engagements..

Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are 7 ways the financial sector can improve CX..

David Grimes, CEO and Founder of Sorted offers some key tips to retailers on how to reduce high WISMO and WISMR contact rates while at the same improving the customer experience..

Synergy and Customer Service Action are delighted to announce a new multi-year deal that will provide an unrivalled end-to-end customer service proposition and help shape the future of customer service..

Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre.. 

Over 60 per cent of CEOs they believe digital transformation will spur an economic boom in 2021. To capitalise on this, leaders will need to navigate transformation projects with speed and precision..

TheLoops, an intelligent support operations platform, today announced it has closed $8.5 million in a seed funding round led by Dell Technologies Capital, with participation from Tidal Ventures and Westwave Capital..

New whitepaper by PCI Pal explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0..

Smooth and quick shipping is essential to ecommerce business success. Implementing effective shipping strategies will satisfy customers and keep them coming back for more..

Calabrio, the customer experience intelligence company, has announced the availability of its cloud Workforce Engagement Management (WEM) platform via a local point of presence in Singapore..

Yext has announced new integrations with Zendesk as part of its continued focus on empowering customer support teams. The latest integration enables mutual clients to implement Yext’s AI search platform..

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. Gal Oron, CEO and co-founder of Zoomin explores what enterprises must do to adapt..

What distinguishes a customer service representative from a top-class customer services supervisor? Here are eight habits that all excellent customer service supervisors must possess..

Avtex has announced the hiring of Brian Lannan as Vice President of Retail Experience. Brian has fifteen years of retail experience developing and leading strategy, insights, and customer experience capabilities..

In today’s retail world, the real way to beat Amazon is to think and be different. E-commerce expert Alexander Graf explains how to avoid becoming a logistics company for Amazon or Alibaba..

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio discusses how you can overcome these concerns and reposition your contact centre..

As more and more people are being vaccinated, call centers are gradually transitioning back into the office. But are agents ready to come back to work in the regular brick-and-mortar format?