The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
The Optical Consumer Complaints Service has published its Annual Report for 2023-24, revealing a year marked by significant achievements and a continued commitment to excellence in complaint resolution..
Customer Experience Automation Leader Humach today announced the launch of mAI Pilot, an artificial intelligence platform designed to improve the customer experience through digital agents and digital assist..
Workflow automation platform Rocketlane is today announcing a $24 million Series B funding round as it expands the opportunity for professional services teams with AI capabilities..
Demonstrating its commitment to providing best-in-class customer service to its hearing care professional (HCP) partners, Signia has been named a winner of the 2024 Globee Awards for Customer Excellence..
In a bid to enhance customer service efficiency and address longstanding issues, Rochester Gas and Electric (RG&E) has recently taken significant steps towards improving its customer communication strategies..
Sabre Hospitality, a division of global software and technology firm Sabre Corporation, is primed to unveil an AI powered ‘concierge’ at HITEC Charlotte in the USA..
Get ready for a game-changer in customer service call centers: Microsoft is about to launch a suite of AI-powered tools that leverages its expertise in AI. The software is set to be released on July 1st..
By strategically using AI in real-time customer call analysis, the telecommunication giant aims to prevent 100,000 customers from severing ties. This latest move is part of Verizon’s AI-driven journey..
Imagine a world where call center reps don’t have to deal with aggressive customers – SoftBank Corp is making that a reality. They’ve developed an ’emotion-cancelling’ AI filter that takes the sting out of irate customer calls..
A recent report released by Forrester has revealed that the quality of customer experience in the United States has experienced a significant drop, marking the third consecutive year of decline..
Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies..
Ex-Avaya, Five9, Glia, and Talkdesk industry leaders have joined forces to revolutionize customer experience (CX) with the launch of Zingly, a Collaborative Customer Experience (CCX) Platform..
Sabio Group, the global digital customer experience (CX) transformation services specialist, has secured a new contract with a leading Swedish energy provider..
Pluxee, the global leader in employee benefits and engagement services, has successfully transformed its customer experience (CX) through a strategic partnership with Sabio Group and Genesys..
Business Systems Ltd and Motorway, the UK’s fastest growing used-car marketplace, have been announced as the winners of the Partnership Award at The Forum’s prestigious 2024 Awards..
Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. The app and back-office system is also boosting health and safety..
Meaning, the real-time voice harmonization platform, today announced its partnership with Five9, the intelligent CX platform provider. The collaboration will allow organizations to enrich the customer experience..
Zenarate, a leading SaaS provider of AI-powered skill-based simulation training has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”
Sabio Group has announced its new Wellbeing Companion solution is now available in the Genesys AppFoundry. It aims to boost contact centre wellbeing and performance through AI, analytics and human insight..