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..
Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers..
Sinch, a global leader in cloud communications and mobile customer engagement, today announced its latest integration with Zapier, an automation platform, to bring the widest range of messaging channels..
Calabrio, the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. 26-29), after two years of virtual sessions..
PCI Pal, the global provider of secure payment solutions, has today announced that its solution, PCI Pal Digital, has been selected by Virgin Atlantic to support the airline’s international omnichannel strategy..
Infinity, the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases..
Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner, Inc. Twenty-one percent plan to increase customer spending..
KM2 Solutions, a leader in nearshore business process outsourcing with contact centers across the Caribbean and Latin America, is pleased to announce further expansion to its Caribbean operations..
Join us on 6th October 2022 for a discussion on how customer service for heat networks compares to the wider industry, what it should look like and how it can be achieved..
A survey has revealed that the perceived standard of customer service is slipping in the wake of record inflation. Close to half of the respondents said that the standard of customer service had worsened..
The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal..
Cape Town CBD’s booming BPO industry remains an attractive support for UK, USA, Australian and some Western European companies wanting to streamline costs and manage risk in the face of rampant inflation..
Learnship, the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals..
DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer..
Encoded has announced that The Wine Society has successfully implemented its Gateway Services, Agent Assisted and E-Commerce Payments technology to meet increased demand as orders soared..
Yorkshire Building Society has a new look uniform designed to enhance the customer experience. It’s their first custom designed uniform and it was developed entirely during lockdown, when no-one could meet..
ITS has announced the release of evalyou8, the software solution designed to capture customer feedback. evalyou8 allows the creation of a link that can be placed anywhere you would like to capture feedback..
Specialist grounds maintenance company Greenskape is using field service management software from BigChange to underpin ambitious plans to triple its business..
Reputation, the global leader in reputation experience management (RXM), announced findings from its 2022 Property Management Reputation Report, which analyzed nearly 600,000 reviews..
Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders..