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..
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..
This Mental Health Awareness Week Samaritans, the charity for suicide prevention, is reminding businesses of the importance of supporting their employees in having conversations with vulnerable customers..
PCI Pal, the global SaaS provider of secure payment solutions for business communications, has been ranked in the Growth Index Top 100 for the second consecutive year..
Zenarate has announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. The report highlights trends and challenges for contact center leaders working to improve agent performance..
Sabio Group, the digital customer experience (CX) transformation specialist has appointed Nicolai Ginge as Country Manager for Sabio Denmark. The appointment follows Sabio’s expansion in the region earlier this year..
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..