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..
The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services..
The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence from the contact center supplier Puzzel..
A new report by UJET further establishes the need for building seamless customer experiences across all channels and touchpoints..
This event has been postponed to 15th & 16th September 2020 Due to Increase in International Travel Restrictions. The tools, systems and ideas revolutionising the world of Customer Experience will be taking the UK by storm on the 15th & 16th September 2020, when the Customer & User Experience Expo has its highly anticipated return … Read more
ID R&D, the award-winning biometric solutions provider has announced the newest release of its voice biometric solution, IDVoiceTM version 2.11.
Join customer service leaders from Marriott, Home Depot, Leumi Bank and Bold 360 on our latest webinar: Unleash the Full Potential of Your Support Agents..
Official global partner to deliver the QuandaGo connected experience platform with Contact Center, Process Automation and Knowledge Management services..
The UK’s leading independent insurance broker surveyed hundreds of business professionals to gather a comprehensive overview of customer experience expectations across all sectors. Headline stats include: • High customer service levels are important to 96% of purchasers • Customer service was named the most important factor when making a business decision, overtaking other key factors … Read more
B2B customer support software allows teams to associate products with tickets, enabling quicker issue identification and resolution. TeamSupport, the industry’s top business-to-business (B2B) focused customer support software solution, today announces an expanded integration with Salesforce. The integration increases visibility and collaboration across teams by enabling the association of products with support tickets to help better … Read more
Latest data by B-Stock, a leading online secondary marketplace, showed that toys, speciality kitchen items, tools and women’s trendy apparel are the most returned items. The number of products being sent back on National Returns Day (2nd January) were expected to be 72% higher than the average day in December according to the Royal Mail. … Read more
With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus, discusses how call centres can navigate the options..
AirAsia is closing its voice call centers and replacing them with an artificial intelligence powered chatbot called Ava..
Poly have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its portfolio of devices for the modern-day contact center..
Info-Tech Research Group’s division Software Reviews recently conducted a study of more than 500 IT professionals regarding their preferred CSM vendors..
Bill Wilson (holding the award) and the Severn Trent digital team, picking up gold at the 2019 European Contact Centre and Customer Service Awards on Wednesday 27 November, hosted by Fiona Bruce (Far right) and special guest Frank Bruno (far left). Severn Trent was recognised for ‘delivering exceptional customer service’ at an awards ceremony in … Read more
Subscan UDS, the utility, drainage, and survey company, has implemented a high tech mobile workforce system from company BigChange..
Nemesysco’s voice analytics solutions are improving customer journey and sales performance in call centers across Japan..
Join this interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on a review of 2019 and what is coming next in 2020..
The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation. NGN beat stiff competition to win Gold for Business Change or Transformation, Silver for Customer-Centric Culture – Transformation and Bronze for the Best … Read more