Mapping the Full Customer Journey – 3 Reasons Why Voice Matters thumbnail

Too many organisations underestimate the power of voice and yet it continues to be the building block of customer engagement. Kris McKenzie at Calabrio suggests the secret to success lies in blending voice..

The Latest Technology Revolutionizing the In-Store Customer Experience thumbnail

By adopting tools like AI, big data, and data analytics, businesses can gain valuable insights about their customers in order to personalize and significantly improve their in-store experiences..

The Importance of Prompt Conflict Resolution and Customer Appeasement thumbnail

Dan Slavin, CEO and co-founder of CodeBroker explains why handling customer complaints and appeasing customers plays an important role in avoiding negative reviews and reputational damage..

Benefits of Outsourced Call Center Answering Services

Benefits of Outsourced Call Center Answering Services thumbnail

There are many reasons why you might want to outsource to the call center market. You may be new to outsourcing and wondering how exactly this service can help you. This short guide can help..

How an MBA Can Lead to a Successful Career

How an MBA Can Lead to a Successful Career thumbnail

It’s difficult to find a program that allows you to focus on customer service only at the master’s or bachelor’s levels. A Master of Business Administration (MBA), which is a graduate-level program, may be the best choice..

What the Delivery Feedback Gap Means for Retailers and How They Can Close It thumbnail

Innovative retail technology has transformed the way people shop, both online and in store. From new ways to pay, to a strong focus on user experience design, shopping has evolved for the better..

Is There a Place for Traditional Surveys in a World Ruled by Social Media? thumbnail

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 Automates 28% Of Live Chat Queries with ServisBOT thumbnail

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..

7 Ways to Improve Financial Customer Services

7 Ways to Improve Financial Customer Services thumbnail

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..

The True Cost of ‘Where Is My Order?’ Queries and Three Tips to Reduce It thumbnail

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..

New Partnership between Synergy and Customer Service Action thumbnail

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..

A Connected Enterprise – 3 Ways to Turn Theory into Practice thumbnail

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.. 

Future-Proofing Business Transformation: Four Lessons from the Pandemic thumbnail

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 Secures $8.75M in Seed Funding to Reinvent Support Operations for Modern SaaS Businesses thumbnail

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..

PCI Pal Publishes Payments: The Future of Security and CX Whitepaper thumbnail

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..

Successful Ecommerce Shipping Strategies: The Key to Happy Customers thumbnail

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 Extends Cloud Workforce Engagement Management Capabilities in Southeast Asia thumbnail

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 Adds New Zendesk Integrations to Bolster Customer Support Offerings thumbnail

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..

CX is the New Branding: Here’s What Enterprises Must Do to Adapt thumbnail

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..