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 released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future..
Angloco, the manufacturer of fire fighting and rescue vehicles and equipment, is using a cloud-based job management system and mobile app to support growth..
This week saw a hallmark day for the customer experience (CX) community as Sabio Group’s HQ in London played host to its dedicated Genesys Cloud CX session..
Conduent, a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical..
Zenarate, the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies..
It’s no secret that workforce management (WFM) is at the core of effective business operations. So, if you’re a planning, insight, or transformation specialist, then Sabio’s WFM Community Day was a must-attend event..
Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner..
BigChange has launched a new Customer Portal allowing BigChange users to give their customers an easy way to book and track jobs online. The portal provides an immediate insight into the current status..
Waterfield Tech, a leading global customer engagement solutions provider today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED)..
Avaya customers can now leverage cloud-based passwordless authentication solutions for contact center agents, reducing fraud and unlocking significant efficiency gains..
Sendbird has added AI-Powered SmartAssistant to Salesforce Connector for fast and personalized support interactions. The latest offering elevates customer experiences with customizable conversational AI..
PCI Pal, the global provider of secure payment solutions, today announced it has been announced as a finalist in three categories at this year’s Payments Awards..
Sabio Group, the digital customer experience (CX) transformation specialist, has announced it has been named as a supplier on Crown Commercial Service’s Network Services 3 (NS3) framework..
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..