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..
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’..
This exciting webinar will explore the technologies, processes, tools & cultural shifts needed to install customer centricity into the heart of your organizational goals for 2021..
BigChange today announced that Great Hill Partners, the growth-oriented private equity firm behind Wayfair, ZoomInfo and Reward Gateway, has invested significant capital to drive further growth and innovation..
Energy metering company Providor has transformed its business with the latest mobile technology to become one of the primary smart metering companies..
Verint today announced that it has completed the spin-off of Cognyte Software, a milestone that marks the start of Verint’s journey as a pure-play customer engagement vendor..
A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) rapidly improved the customer experience provided to merchants in spite of the challenges created by the pandemic..
Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions..