Customer Service News

Avtex has announced the hiring of Brian Lannan as Vice President of Retail Experience. Brian has fifteen years of retail experience developing and leading strategy, insights, and customer experience capabilities..

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts with over 15 years’ experience..

New study by CSPN and Medallia points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic..

PCI Pal’s payment solutions are now available as a premium Client Application on Genesys AppFoundry. New premium selection allows Genesys customers to implement PCI Pal’s secure payment solutions..

Europa Contact Centre, the multi-channel outsource contact centre, has concluded their 12 month technology upgrade project. The investment is a culmination of 18 months of business review and development..

eDesk and CitizenMe reveal vast majority of UK and US ecommerce customers speak to retailers when an issue arises, offering a chance at redemption – but how businesses manage the problem determines their fate..

Europa Worldwide Group’s IT team faced significant challenges in developing Europa Road’s new product, Europa Flow, marking their most demanding project to date. The company invested £5 million in Brexit preparations, introducing LeoClear, a custom IT system to support their unique customs product. LeoClear, developed over two years, manages customs clearance, duty & VAT payments, … Read more

Capita today announces that it has signed a contract expansion with Southern Water to provide several new technology solutions to their existing customer service contract..

PCI Pal is delighted to have supported retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry..

ControlUp, the leader in digital experience monitoring and optimization, has announced the launch of its expanded ControlUp solution that includes visibility into local connectivity issues and physical endpoints..

Workbooks, the cloud-based CRM vendor, has launched Workbooks DQ (Data Quality), a powerful and flexible tool to drive data quality for improved data trust, decision making and more efficient processes..

The specialist contact centre provider Connect Assist has launched Sign Assist; UK’s first one-to-one signing service delivered by deaf native British Sign Language (BSL) users..

Dixa, the customer service innovator that has transformed the EMEA customer experience (CX) market, is continuing to strengthen its footprint in the US and its disruptive new perspective on customer experience..

The UK’s largest equine charity, The British Horse Society (BHS), has selected PCI Pal to secure all of its cardholder-not-present telephone-based payments for memberships, renewals and educational materials..

Calabrio has announced the availability of Enterprise Customer Experience Intelligence (CXI) to better connect and elevate the modern enterprise with voice of the customer business intelligence..

Xpedition is partnering with Voyado to supply a powerful cloud-based platform that enables retailers to create strong brand loyalty. The collaboration will deliver faster time to benefit in an era of unprecedented change..

Mapp, the international provider of insight-led customer engagement, today released the results of a study on current customer experience strategies. The survey reveals major hurdles in updating CX strategies..

PCI Pal, the global cloud provider of secure payment solutions for business communications, today announced the appointment of Mufti Monim as Chief Technology Officer to direct the strategic technical vision for the company..

Cloud-first workforce engagement management platform chosen to enable market-leading Digital Services company to flow workforce across contact centres..