How does a growing business staff a 24-hour operation without exhausting its budget or its team? This article explores practical strategies to bridge the gap between business hours and customer needs..
As the retail landscape shifts toward a more automated, data-driven future, enterprise software giant SAP has taken center stage at NRF 2026: Retail’s Big Show to unveil a suite of AI-enhanced innovations..
Intelligent Routing and Unified Context ensure customers reach the right person immediately and that the agent knows exactly how to help. Here we take a deep dive into this transformational technology..
8×8, a leading provider of integrated cloud communications, has announced the acquisition of Maven Lab, a Singapore-based specialist in mobile marketing and enterprise messaging..
Real-time video chat has become a powerful differentiator. It combines the convenience of digital channels with the empathy and effectiveness of face-to-face interaction. Here are ten ways video chat can elevate your service..
iQor CXBPO, a global provider of customer experience (CX) solutions, has announced the acquisition of OP360, a high-growth BPO provider recognized for its operational excellence and “people-first” culture..
California is continuing its push into consumer experience (CX) regulation, introducing a new law designed to heighten transparency and service recovery standards within the food delivery sector..
Many companies are looking at an AI communication platform to handle messages, answer basic questions and support people during busy hours. It helps conversations move without long delays..
Answering calls quickly isn’t enough. Today’s call center performance is measured by how well service quality and customer experience work together. And when one of those breaks down, the entire operation feels it..
The aspect of regular monitoring is key in fleets, and the selection of the tracking platform is a significant factor in the efficiency of the monitoring. As the vehicles travel in various areas, with varying workloads..
Virgin Media O2 has opened the doors to its new Manchester HQ . Among the teams moving in will be Virgin Media O2’s multi-skilled customer service teams which provide bespoke and specialist support..
When was the last time you contacted support and felt truly understood? No phone tree loops, no waiting days for a reply. That feeling is what a modern customer experience is all about. Here, we’ll walk through modern CX..
This guide walks through clear ways customer service managers and professionals can measure CX and VOC. Simple best practices any team can use, even without a big budget or large staff..
Thoma Bravo has officially completed its acquisition of Verint. The private equity giant has combined Verint, a global leader in CX automation, with its existing portfolio company Calabrio..
Cresta, a leader in customer experience AI, has launched its Agent Operations Center — a unified command hub designed to provide real-time oversight and management of both human and AI agents in contact centers..
Customers today expect service that feels simple, quick, and personal on every channel. They might start on your website, switch to chat on your app, call support from their car, or walk into a store..
The holiday season is packed with online orders, early deals, and last‑minute shoppers who expect everything to be fast and clear. At this time, proactive customer service shows you care..
Greyhound, the intercity bus provider, has once again earned high praise for its customer service, landing a 4.5-star rating in USA TODAY’s “America’s Best Customer Service 2026” list..
The challenge for every contact center is maintaining a consistently high level of service. This is where the International Standard for Customer Contact Centers, ISO 18295, becomes essential..