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..
Can businesses spot warning signs that their staff are about to burn out? Absolutely, says Amy King, Business Psychologist and Co-Founder of Workplace mental wellbeing platform provider People Matter.
Empirix, a leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years..
Calabrio, the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3)..
Japan-based business process outsourcing giant with a presence in 30 countries is now able to deliver effortless customer experiences on behalf of its clients after adopting the Avaya OneCloud CCaaS platform..
Despite soaring turnovers (up 79 per cent on average) and average price increases of 47 per cent, fewer than half of trades businesses (48 per cent) said they were profitable in the year to July 2021..
Report unveiled on day one of Calabrio Customer Connect (C3) digs into agent wellbeing and shows the key importance of employee-centricity and agent retention as the industry faces “The Great Resignation”..
Kore.ai, a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution with Agent Assist virtual assistant..
Exclusive research conducted by Reputation in partnership with CGA ranks the most important pieces of information in the consumer journey and shares best practices for digital reputation management..
Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers. Thomas Riedl, Chrome OS reveals all..
This free webinar will seek to provide insight on ways in which we can nurture customer loyalty through providing effortless experiences. Register now to join live or pre-order the recordings direct to your inbox..
Upside launches ‘The Tipping Point of Loyalty’ report, an in-depth and highly detailed analysis that provides retailers with an invaluable understanding of customers’ total spending behaviour across different retail categories..
Poor delivery hugely impacts a customer’s overall online shopping experience and new research by delivery software company Circuit finds that late delivery is the number one driver for customer complaints on Twitter..
Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay. Ventrica is first British-based BPO to open in Jamaica..
PCI Pal – the global cloud provider of secure payment solutions for business communications – has been announced as a finalist in no less than five categories across two payment industry award programmes..
Recycled aggregates and waste management specialist Brewster Bros. has doubled its business with the help of the latest mobile workforce management technology from BigChange..
Customer Service & Experience 2021 takes place October 5-6th and is committed to showcasing the world’s most customer-centric leaders. This is the last chance to register for your free pass!
Top corporate gifting company Appreciate Business Services has launched the ‘Big Thank You’ – a dedicated campaign to get UK businesses and organisations saying thanks to customers and clients..
Join 1000+ leaders in this free Reuters Event webinar to explore how to address post-pandemic challenges like rapid digitization, using technology to drive growth, and evolving roles. Join live or get on-demand access..
Yext, Inc. the AI Search Company, has announced it has launched Yext AI Search on Salesforce AppExchange, empowering customers to transform the customer support experience for both agents and customers..