Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. Download your free report here..

Christina Thompson, Client Relationship Director of Paragon Customer Communications, explores the strategies delivering optimal experiences, identifying and addressing critical customer pain points..

Following PCI Pal’s inaugural virtual conference ‘Payments: The Future of Security and CX’, an audio podcast has been released that follows-up with some of the event’s contributors..

Thoma Bravo, a leading private equity investment firm focused on the software and technology-enabled services sectors has acquired Calabrio, the customer experience intelligence company..

Odds are your company has at least some form of an appeasement program. It may be a well-planned, focused, accountable plan, or it may be just a raw philosophy of customer service..

IRI has announced that it has acquired Intelligent Shopper Solutions (ISS), a leading retail consumer insight provider that enables collaboration between retailers and suppliers, from Kognitiv Corporation..

The Independent Pharmacy, a CQC regulated online pharmacy and doctor offering advice and hundreds of medicines has partnered with Mapp and Fresh Relevance for omnichannel personalisation and automation..

Reuters Events have announced their next free CX & Engagement webinar: ‘The Importance of Mobile Messaging to Drive Action in the Digital Age’ featuring insights from TGI Fridays & Upland..

As organisations future-proof customer experience by reviewing their contact centre strategies, Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach..

Heatforce, the Cardiff-based national heating company, has used the latest mobile technology to boost its independent customer service rating by 25 percent in just 6 months..

We spoke with Sebastian Glock, Technology Evangelist of Cognigy, who explains why bots have an image problem and how companies can actually save on service costs while making customers happier..

The principal objective of customer service is to satisfy customers by fulfilling their needs. It is therefore important to connect with customers, find out what they want and deliver high quality customer service..

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..

To keep up with the times and reap the rewards of remote culture, you’ll need to use the best available software. Here are five must-have SaaS (Service as a Software) tools for teams working from home..

More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults..

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..