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..
Contact centre solutions disruptor, EvaluAgent launches industry leading AI capabilities for quality management teams and performance improvement leaders..
With the launch of a new AI service for call centre agents, ASAPP has called the death of the dreaded canned responses from chatbots, messages and text that has often frustrated consumers..
At a time when credit card and bank customers in Canada are using financial institution mobile apps and websites more than ever, overall satisfaction with those digital experiences is in decline..
Leading global provider of customer experience (CX) and business solutions, Webhelp, has been chosen by The Sandbox, a leading decentralized gaming virtual world as a partner to help build community engagement..
Zenarate AI Coach continues to transform how the world’s leading brands and services use AI Conversation Simulation to develop top-performing agents in 12 languages around the world..
PCI Pal, the global provider of secure payment solutions, today releases a comprehensive white paper with Servadus, and Verizon Business Group, Professional Services, mapping the contact centre landscape..
TheLoops, an intelligent support operations data platform, is now available on Zendesk’s Marketplace – a one-stop-shop that enables organizations to find partners, apps, and integrations to increase agent productivity..
In this insightful webinar, you will learn more about the need for speech analytics, successful customer deployment cases and the must haves you should consider in your analytics program..
Integration brings advanced speech and text analytics into an intelligent, connected customer service platform to help organizations understand the sentiment, emotion behind every customer interaction..
Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, today announced an integration with ServiceNow to extend insight into individual customer experiences..
PCI Pal, the global provider of secure payment solutions, has announced a mutual partnership with leading Contact Centre as a Service (CCaaS) solutions provider, Odigo. Customers can now access PCI Pal’s solutions..
Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution..
Avaya has announced an enhancement to Avaya OneCloud™ to dramatically reduce the complexity associated with virtualizing customer interactions. Avaya Virtual Agent is a ready-to-deploy, configurable service..
Conjura, the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding that will further enhance its technology and bring 360-degree data analytics solution to new markets..
Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange..
Global kitchen tap manufacturer integrates telephony and secure payment solutions to future-proof communications and ensure ongoing adherence with payment compliance standards..
Customer contact center operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from Frost & Sullivan and by Commissioned by Webhelp..
BigChange field service management software is helping facilities management start-up Urban Maintenance achieve the highest levels of customer satisfaction. BigChange gives Urban Maintenance 24/7 visibility..
Sabio Group, the digital customer experience (CX) transformation specialist, is launching a new AI-powered platform aimed at simplifying the management of customer interactions across multiple channels..