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..
Rob Crutchington, CEO of Encoded, discusses how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience..
Sabio Group, the digital customer experience (CX) transformation specialist, has secured a multi-year contract with Journeycall to support its digital transformation strategy..
Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams..
Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, has shared it has been investing in its customer feedback programme..
makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens™ Salesforce Ecosystem Partners Study for the UK..
As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. Magnus Geverts shares 5 budget-friendly strategies..
Businesses are being urged to pay attention to their customer review strategy, following new research from Smart Money People, the UK’s dedicated financial services review site..
CDC Draincare has expanded significantly since introducing new technology from BigChange that wirelessly connects field service engineers to a centralised management system..
Research from SaaSGenius.com has revealed that while both Sainsbury’s and Tesco are offering cheaper deals to members, each of these grocery suppliers is lagging behind when it comes to customer service..
SuccessKPI has announced research findings that reveal solution expertise and cloud technology enablers are critical to getting the most from cloud contact center deployments and achieving better business results..
This FREE webinar will explore how to transform data from across digital channels into actionable insights, giving you a single, unified, 360° view of your customers to drive faster, smarter business decisions..
Calabrio has announced that Calabrio ONE is now listed on the Genesys AppFoundry™, a marketplace of solutions offering a selection of applications and integrations that elevate customer and employee experiences..
Calabrio, the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company..
EvaluAgent has become the first to integrate Chat GPT into quality assurance call centre software industry wide – introducing SmartScore – a major milestone for the industry..
Calabrio has announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access..
The security company, which protects high net worth individuals and commercial assets, has achieved a 40 percent increase in operational efficiency following the implementation of a BigChange job management system..
MyQualityTeam is launching an innovative new agent performance platform to UK contact centres this month, helping managers upskill agents and optimise performance. A 30 day free trial is available..
Waterfield Tech, a leading customer engagement solutions provider today announced the launch of its Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies..
Ringover will exhibit at the Recruitment Agency Expo, hosted at the Excel London on 21 and 22 March, 2023. Exhibiting from stand E25, Ringover will demonstrate its cloud communications system..