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..

Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Wiatt and Jolene A. Lampton look at the state of customer service in the digital age..

NICE today announced the availability of a trial version for its next-generation Automation Studio, expediting enterprise adaption to remote business operations..

Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence..

If you are running an online business, you need to make sure that you are offering the highest levels of customer service possible. Here are 5 tips to keep you focused..

Live chat is now one of the components of virtually any customer support toolset and used by businesses as one of the active customer communication channels…

Silverbear will deliver CRM infrastructure platform built on Microsoft Dynamics that can be scaled in line with the regulatory body’s growth..