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..
Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic..
Sabio Group and its specialist Salesforce CRM consultancy, makepositive, are to tackle the AI evolution sweeping across the customer service industry as part of their participation at the Salesforce World Tour 2023..
Calabrio, the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards..
BigChange has developed a smart route optimiser that is helping companies reduce fleet operating costs, mileage, time, and CO2 emissions. Part of the BigChange cloud-based system for managing..
With millions of Mastercard customers warned about payment processing issues for online transactions on Monday 12 June, PCI Pal is urging merchants to reassess their payment strategies..
PCI Pal, the global SaaS provider of secure payment solutions for business communications, is leveraging its technology to allow organisations to integrate secure payment options to Virtual Assistants..
Sabio Group has announced today the launch of a new and innovative Wellbeing Companion solution, which is a key part of its newly created Wellbeing Programme. It is designed to implement, and monitor wellbeing..
Research from ContactBabel, sponsored by IRIS Audio Technologies, reveals contact centres in the UK are wasting £246m each year due to customers and agents mishearing and having to repeat themselves on calls..
ASE Autogate has equipped its field engineers with mobile devices live-linked to a BigChange job management system. The company has reduced its reliance on resource and time intensive paperwork by 50%..
Calabrio, the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth..
Harte Hanks, a leading global customer experience company, today announced they were chosen as the customer support provider for MSG+, a new state-of-the-art streaming service from MSG Networks set to launch..
Makepositive, a leading provider of Salesforce solutions and part of Sabio Group, is delighted to announce a strategic collaboration with rural internet provider, Quickline Communications. The collaboration marks an important..
PCI Pal is pleased to announce that its Chief Information Security Officer (CISO), Geoff Forsyth, has been appointed to the 2023-2025 PCI Security Standards Council Board of Advisors..
Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study by the University of Birmingham reveals..
Claude’s integration with the Zoom platform allows contact center agents to seamlessly transition from AI-assisted interactions to live video calls. This feature is particularly useful for complex inquiries..
Calabrio today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation..
SevenRooms, a guest experience and retention platform for the hospitality industry, today announced its agreement with Marriott International to become a preferred restaurant technology provider..
Business outsourcing provider Sigma Connected has been named as one of the UK’s top employers in this year’s prestigious The Sunday Times Best Places to Work survey..
Sabio, the digital customer experience (CX) specialist, has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions..