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..
Wordwatch, a provider of compliance archiving and records management solutions, has uncovered significant challenges faced by organisations in effectively managing their interaction recordings..
Building restoration specialist Ferris has put a BigChange job management system at the heart of its future growth plans. The company has seen a 15 percent growth in turnover and profits since implementing the software..
Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app..
A new study by Face For Business has revealed which of the world’s most profitable companies are delivering the best, and worst, service according to their own customers. Here’s what they found..
A revealing study shows that more than 20% of UK diners are dodging the optional service charges that appear on their bills. Skyrocketing living costs and disappointments in service standards are leading factors..
Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors..
Middlesbrough College, Northern Skills, and Sage have partnered to create an award-winning apprenticeship program with a core focus on refining customer service skills..
Monzo has been rated the best bank for individuals and businesses in the UK, according to the results of the annual banking survey conducted by the Competition and Markets Authority (CMA)..
Gradient Labs, an AI-driven customer service startup established by former Monzo employees, has successfully raised £2.8 million in a seed funding round led by LocalGlobe..
Kapture CX has introduced Self Serve 2.0, an advanced AI-driven customer self-service solution designed to transform the customer service landscape. Self Serve 2.0 aims to alleviate the workload on human agents..
Morrisons is removing some self-checkouts from stores after realizing they went too far with the technology, aiming to re-evaluate the balance between self-service and staffed checkouts..
Sabio Group, the digital customer experience (CX) transformation services specialist, has today announced its ambitious commitment to achieving net-zero carbon emissions by 2050..
Facilities management company Kiwi FM has revolutionised its operations through the deployment of an advanced job management system from BigChange, resulting in a 20 percent increase in engineer productivity..
Sybill’s powerful home–grown AI-first assistant allows B2B sales reps to close more deals by automating the tedious manual work it takes to turn a lead into a closed customer, growing to US$1M in ARR within just 9 months..
A new survey has revealed a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery..
The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. The outage has led to widespread disruptions, including grounding flights..
CallRail, the AI-powered lead intelligence platform, has announced the arrival of a new product, Convert Assist. The new tool unites key features including call coaching, smart follow-ups, and action planning..
Sinch, a global leader in Customer Communications Cloud, has launched its new customer engagement tool, Sinch AI. Sinch AI has been woven seamlessly into the Sinch Customer Communications Cloud..
SuccessKPI, a leader in the 2023 Frost & Sullivan Workforce Optimization Radar report, has partnered with ConnectGen to launch Contact Center Builder, a solution for speeding up CCaaS deployments..