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..
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..
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..