Customer Service Heroes: Companies That Go the Extra Mile

Customer Service Heroes: Companies That Go the Extra Mile thumbnail

We all need a hero—someone who, by their actions, can inspire us to do better. To be better. The five companies I profile here are are reaping the financial benefits of making customer service a top priority..

New Hammer Contact Center Testing Capabilities Pinpoint CX Failures at Scale thumbnail

Hammer, a global leader in end-to-end contact center testing and CX assurance solutions, today announced new capabilities for its VoiceWatch automated CX quality testing and monitoring platform..

Take Your Experience Strategy to a Totally New Level: TX thumbnail

Larry Mead, vice president of experience transformation at TTEC Digital gives seven tips for designing and orchestrating a Total Experience (TX) strategy.

Tipping Point Pressure: 60% Of Customer Service Managers Say This Will Be the “Toughest Winter Yet” thumbnail

New research from Limitless finds sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays..

Waterfield Tech Research: Customer Experience Leaders Lag Significantly in Deploying Conversational AI thumbnail

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center..

Contact Centres Impact Customer Loyalty: 5 Ways to Turn Agents into Brand Guardians thumbnail

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff..

Reputation Appoints Liz Carter as Chief Marketing Officer

Reputation Appoints Liz Carter as Chief Marketing Officer thumbnail

Reputation, the global leader in reputation experience management, today welcomes Liz Carter as its new Chief Marketing Officer. Liz will lead Reputation’s global marketing organization through its next phase of growth..

Air Europa Chooses PCI Pal to Enhance Contact Centre Payment Processes thumbnail

PCI Pal, the global SaaS provider of secure payment solutions for business communications, has implemented PCI Pal Agent Assist into Air Europa’s global contact centres..

Qualtrics Announces Consumer Trends That Will Shape 2023

Qualtrics Announces Consumer Trends That Will Shape 2023 thumbnail

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. Access your copy of the report here..

Zenarate Releases 2022 CX Leaders Trends & Insights, Consumer Edition Report with Execs In The Know thumbnail

Zenarate, the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report..

Sabio Group’s ‘makepositive’ Secures Digital Infrastructure Builder CityFibre on Multi-Year Contract thumbnail

Sabio Group’s Salesforce CRM consultancy business, ‘makepositive’, has secured a multi-year contract with CityFibre, the UK’s largest independent full fibre platform..

PCI Pal’s ‘Keep Calm and Simplify’ Podcast Discusses PCI DSS 4.0 thumbnail

PCI Pal has launched a new podcast on its ‘Secure Payments’ channel that covers the intricacies and actions required following the release of the updated PCI DSS standard, PCI DSS version 4.0..

Five Smart Ways to Collect Customer Feedback

Five Smart Ways to Collect Customer Feedback thumbnail

As a business owner or customer service manager, you’re likely hyper-aware that customer feedback is the single-most critical factor in success. Here are five ways to effectively collect customer feedback..

Educating Your Team About Online Security Against Ever-Evolving Threats thumbnail

From 2020-2022, a combination of global events brought about significant disruptions to society and business that will take time to overcome. But not all these disruptions were harmful..

Localz Adds Confirmation, Cancellation and Rescheduling Capabilities to Its Customer Engagement Solution thumbnail

Localz, leading experts in last mile location and messaging technology, just announced a new module, Manage My Appointment, enhancing its customer-centric product portfolio..

Six Reasons to Take Another Look at IVR

Six Reasons to Take Another Look at IVR thumbnail

Rob Crutchington at Encoded, discusses the rise of self-service payments and why it is time to take look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions..

Legacy Systems and Lack of IT Know-How Hindering CX

Legacy Systems and Lack of IT Know-How Hindering CX thumbnail

As consumers demand greater services through digital channels, it’s time for organisations to turn their strategic attention towards a differentiated customer experience. Richard Farrell, CIO at Netcall explains..

How Marmalade Insurance Has Utilised Customer Feedback Software to Help Improve CSAT and Increase Their Net Promoter Score thumbnail

An unerring focus on the customer has been a key element of Marmalade’s success. Part of this approach is their customer feedback process, which they introduced in 2020 with the help of software provider CustomerSure..

Keeping Teams Jolly as the Holiday Season Approaches

Keeping Teams Jolly as the Holiday Season Approaches thumbnail

While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack..