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..
Calabrio, the workforce performance company, has appointed Dillon Nugent as CMO. With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise..
Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app..
PCI Pal announced today that it has achieved the Amazon Web Services (AWS) Service Ready designation for Amazon Connect. This designation verifies that PCI Pal Agent Assist..
Calabrio has announced that Ascensos is using Calabrio ONE to schedule 2,500 agents at 7 contact centre locations in the UK, Romania, Turkey, and South Africa..
BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. The new Dashboards are part of the BigChange job management system..
Sabio Group has strengthened its French customer base by securing Aramis Group’s Aramisauto on a multi-year digital transformation project. Sabio will support Aramisauto’s contact centre migration to the Genesys..
Sabio has been selected by Davies, the leading specialist professional services and technology business, serving insurance and highly regulated markets, to support the transformation of its contact centre and CX..
Gala Technology, the trailblazer in payment solutions, is thrilled to reintroduce SOTpay, an innovative technology set to revolutionise telephone payments. SOTpay heralds a new era of secure and seamless transactions..
Join Kyle Smaagard, Technical Program Manager – Machine Learning & AI at Calabrio, to learn about AI and how to use your data to drive a better customer experience..
As the sun set on London’s iconic River Thames, attendees of our ‘Disrupt on the River’ event found themselves not just on a boat, but at the helm of the future of customer engagement..
Hodge Clemco, the manufacturer and supplier of surface finishing equipment, has rolled-out a fully-digital job management system from BigChange. Using the cloud-based system, Hodge Clemco has doubled..
Two entrepreneurs from London have highlighted a problem with the boiler industry in the UK and have set up a new brand called Warmable to help consumers and businesses save money..
Memo Group, the leading Belgian contact centre specialists, today announced their partnership with Sabio Group, a global CX solutions provider, to support the implementation of their Twilio Flex solution..
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..