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..
New data reveals energy suppliers are letting their most at need customers down as they struggle to deal with tidal wave of complaints on social media – with British Gas, Scottish Power and OVO getting the worst rap..
UK Power Networks triumphed at the European Contact Centre and Customer Service Awards (ECCCSA) in London this week, beating many household names to win Large Contact Centre of the year..
PCI Pal, the global SaaS provider of secure payment solutions for business communications, is delighted to announce it has been revealed as a finalist in the 2023 Card & Payments Awards..
Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries..
PCI Pal, the global SaaS provider of secure payment solutions, has certified as an approved supplier on the Government’s G-Cloud 13 procurement framework..
Jim Davies, the former Gartner analyst who helped define and nurture workforce optimisation (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions has joined Calabrio..
J W Hinchliffe (Tanks), a specialist in fuel tank services, has boosted its annual turnover by 35 per cent following the introduction of a BigChange job management system..
Hammer, a global leader in end-to-end contact center testing and CX assurance solutions, today announced new capabilities for its VoiceWatch automated CX quality testing and monitoring platform..
New research from Limitless finds sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays..
Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center..
Reputation, the global leader in reputation experience management, today welcomes Liz Carter as its new Chief Marketing Officer. Liz will lead Reputation’s global marketing organization through its next phase of growth..
PCI Pal, the global SaaS provider of secure payment solutions for business communications, has implemented PCI Pal Agent Assist into Air Europa’s global contact centres..
Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. Access your copy of the report here..
Zenarate, the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report..
Sabio Group’s Salesforce CRM consultancy business, ‘makepositive’, has secured a multi-year contract with CityFibre, the UK’s largest independent full fibre platform..
PCI Pal has launched a new podcast on its ‘Secure Payments’ channel that covers the intricacies and actions required following the release of the updated PCI DSS standard, PCI DSS version 4.0..
Localz, leading experts in last mile location and messaging technology, just announced a new module, Manage My Appointment, enhancing its customer-centric product portfolio..
Calabrio, the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations..
IRIS Audio Technologies, the team behind the AI-powered voice isolation softwareIRIS Clarity, has appointed Neil Titcomb as SVP Global Sales. Neil brings over 25 years experience in CX and sales leadership..