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..
Thoma Bravo, a leading private equity investment firm focused on the software and technology-enabled services sectors has acquired Calabrio, the customer experience intelligence company..
IRI has announced that it has acquired Intelligent Shopper Solutions (ISS), a leading retail consumer insight provider that enables collaboration between retailers and suppliers, from Kognitiv Corporation..
The Independent Pharmacy, a CQC regulated online pharmacy and doctor offering advice and hundreds of medicines has partnered with Mapp and Fresh Relevance for omnichannel personalisation and automation..
Reuters Events have announced their next free CX & Engagement webinar: ‘The Importance of Mobile Messaging to Drive Action in the Digital Age’ featuring insights from TGI Fridays & Upland..
As organisations future-proof customer experience by reviewing their contact centre strategies, Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach..
Heatforce, the Cardiff-based national heating company, has used the latest mobile technology to boost its independent customer service rating by 25 percent in just 6 months..
eDesk steps up expertise to meet ever-evolving needs of increasingly busy online sellers including Sennheiser, Superdry and CarParts.com by equipping them for the ongoing eCommerce boom..
Manchester’s Royal Exchange Theatre has selected PCI Pal to securely manage telephone-based payments and refunds via its cloud-based Agent Assist solution and ensure it complies with PCI DSS rules..
One of the UK’s leading conversational AI companies, EBI.AI, has launched a new service to help local councils struggling to cope with a high volume of repetitive calls about community services..
VeriCall has been recognized as the Best in the World for ‘Best Contact Centre (Outsourced)’ and ‘Best In Customer Service’ at Top Ranking Performers Ceremony. In addition, VeriCall CEO Adam Taylor personally received the Industry Champion award..
Vivantio, a leading provider of customer service optimization software and solutions, has launched a new report, “Leveraging Breakthrough Service to Transform Your B2B Enterprise.”
MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic..
Calabrio, the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months achieving 30% year-on-year sales growth, despite the global pandemic..
BigChange, the mobile workforce management technology company, has announced that EDF has selected its pioneering JobWatch system to support the delivery of metering and energy services..
Danish customer support innovator Dixa has acquired Melbourne-based knowledge management platform Elevio in a circa US$15m deal..
Reputation, the global leader in reputation experience management (RXM), today announced the appointment of Dave Mingle as vice president of customer experience..
Insights from three analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times..
Macro 4 has launched an out-of-the-box self-service portal that companies can set up within days to give their customers secure online access to their customer journeys..
Air France KLM ESSC has continued its partnership with Thrive, which has involved the development of an employee engagement and communications app, ‘My Wem’..