Customer experience can literally make or break a business, so it’s alarming that a number of companies remain tethered to legacy contact centre systems. James Hughes, Group Head of Solutions at Sabio explains..
For contact center managers, the challenge lies in designing an environment that promotes employee satisfaction, reduces turnover, and enhances productivity—all while improving customer interactions..
Kore.ai has introduced AI for Work, an Agentic AI Platform which merges enterprise search, workflow automation, and multi-agent orchestration to enhance productivity and streamline operations..
Amazon has successfully completed an initial test of delivery drones in Italy, marking the first European country for this service. Prime Air drone deliveries are already operational in select U.S. locations..
The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction..
Elizabethtown Gas has been ranked as the top midsize utility in the East for Customer Satisfaction with Residential Natural Gas Service by J.D. Power for the 10th consecutive year. South Jersey Gas secured second..
Verint has introduced a new CX/EX Scoring Bot in the Verint Open Platform, offering real-time insights on customer and employee experiences. The bot utilizes proprietary AI models to provide feedback..
Reporting lines can have a massive impact on the effectiveness of your CX strategy. Should they sit under marketing? Operations? Or perhaps under the CEO’s leadership? Here, we explore the options..
In the modern business landscape, creating a diverse customer service team is imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends..
No matter what sort of business you’re in, Artificial Intelligence (AI) is most probably already assisting you with marketing your products and services. For example, sites like Facebook and Google use AI..
Wordwatch, an industry expert in compliance archiving and records management solutions, has today announced that Verint, The CX Automation Company, has joined its partnership programme…
Delivering exceptional customer service requires more than just a great team. The right tools can transform how your support operates, making it faster, smarter, and more efficient for businesses using Zendesk..
TTEC Digital, a leading global CX technology and services innovator, has completed the first phases of a successful global sales process optimization program with Westcon-Comstor, a global technology provider..
According to a survey by Accenture, 25% of patients have switched healthcare providers due to poor customer service. It is therefore become crucial for healthcare providers to prioritize patient satisfaction..
Ozonetel has introduced CXi Switch, a novel internet communication product aimed at facilitating instant voice and digital interactions across various touchpoints, offering an alternative to traditional telecom channels..
Auto Windscreens has been reaccredited with The Institute of Customer Service ServiceMark – the national customer service standard. The Institute of Customer Service is a professional body for customer service..
Commercial heating and plumbing contractor Plumbing & Gas Solutions, is set to save hundreds of pounds a week using BigChange Fuel. Having switched to BigChange, P & G is now securing lower prices.
Cirrus, the UK’s premier provider of contact centre solutions, has announced an exciting new partnership with NICE. The addition of NICE’s AI-powered platform to Cirrus’s portfolio marks a transformative moment..
Technology – if harnessed effectively – can help companies improve customer experience by providing proactive support during today’s tough economic climate. Richard Farrell, CIO at Netcall, explains..