Imagine a world where call center reps don’t have to deal with aggressive customers – SoftBank Corp is making that a reality. They’ve developed an ’emotion-cancelling’ AI filter that takes the sting out of irate customer calls..

A recent report released by Forrester has revealed that the quality of customer experience in the United States has experienced a significant drop, marking the third consecutive year of decline..

Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies..

Many companies are wondering how they can improve their customer services and keep standards as high as possible. One key initiative to bring in is OKRs (Objectives and Key Results). Here’s a quick explainer..

Ex-Avaya, Five9, Glia, and Talkdesk industry leaders have joined forces to revolutionize customer experience (CX) with the launch of Zingly, a Collaborative Customer Experience (CCX) Platform..

First impressions are more than just fleeting moments—they’re foundational. Understanding how the Primacy Effect influences customer service can empower businesses to create memorable customer experiences…

The role of an IT help desk extends far beyond troubleshooting technical issues. It serves as the backbone of organizational efficiency and employee satisfaction. But how exactly can an IT help desk achieve this?

As hospitality professionals, you’re likely aware that exceptional customer service is no longer just a nice-to-have—it’s a must. Let’s explore some of the latest trends shaping the way hotels enhance guest experiences..

Sabio Group, the global digital customer experience (CX) transformation services specialist, has secured a new contract with a leading Swedish energy provider..

Pluxee, the global leader in employee benefits and engagement services, has successfully transformed its customer experience (CX) through a strategic partnership with Sabio Group and Genesys..

Business Systems Ltd and Motorway, the UK’s fastest growing used-car marketplace, have been announced as the winners of the Partnership Award at The Forum’s prestigious 2024 Awards..

Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. The app and back-office system is also boosting health and safety..

Meaning, the real-time voice harmonization platform, today announced its partnership with Five9, the intelligent CX platform provider. The collaboration will allow organizations to enrich the customer experience..

Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today..

By having a team dedicated to giving real-time, round-the-clock customer service, property managers can accomplish various tasks and improve customer experience at the same time..

In the fast-paced world of e-commerce, customer satisfaction is paramount. At MakerTable, we understand that providing a seamless and efficient order process is crucial for keeping our customers happy and loyal..

Retail is changing at breakneck speed and technological advancements have driven seismic shifts in how businesses connect with customers. Tatum Bisley of Cirrus Response dives deeper into AI’s impact..

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. John Tschohl of the Service Quality Institute, investigates..