Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts.  Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language..

Business outsourcing provider Sigma Connected has announced the appointment of Peter Doveren as new chief strategy officer as the company continues its global expansion..

Europe’s leading independent customer management services provider will deploy IRIS Clarity’s voice isolation software across its contact centre estate..

When improving the customer experience, look beyond the basics of just making the transaction process easier. Examine how you can provide unique transparency, insight, and information to help customers..

When we think of customer service, we often think it means fixing a problem that a customer presents. However, we believe it is vital to see it as trying to anticipate potential issues that they may have..

Zenarate, the leading AI Conversation Simulation solution has announced that Genpact is leveraging its award-winning AI Coach to improve agent performance and customer experiences..

EXL, a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services..

ResultsCX, a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. and continental Europe..

Poor customer onboarding hurts your bottom line, increasing customer acquisition costs and driving down customer lifetime value. Carlton Retland of Applause details how brands can successfully identify and remove barriers..

Customer service outsourcing can be a cost-effective way to manage customer-related activities. You hire a third-party vendor, such as a business process outsourcing (BPO) company, to handle your service operations..

One of the major weaknesses of most organizations the lack of a service strategy.  They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market dominance..

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers..

Across the globe, banks continue to face new challenges. The need to keep customers feeling supported and happy while ensuring they remain loyal remains a constant and critical goal for the banking sector..

Good customer service is what sets you apart from your competitors. And while there are many factors that go into providing good customer service, one of the most important is efficient routing..

Sinch, a global leader in cloud communications and mobile customer engagement, today announced its latest integration with Zapier, an automation platform, to bring the widest range of messaging channels..

Calabrio, the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. 26-29), after two years of virtual sessions..

PCI Pal, the global provider of secure payment solutions, has today announced that its solution, PCI Pal Digital, has been selected by Virgin Atlantic to support the airline’s international omnichannel strategy..

Infinity, the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases..