DHL Supply Chain is accelerating its business expansion to meet a boom in demand while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya OneCloud technologies..
AI, ML and NLP are altering how businesses communicate with their consumers. Here are some of the ways you can expect artificial intelligence to shape customer service in 2022 and beyond..
The best customer experiences blend speed and convenience with the human touch. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations..
Hinduja Global Solutions (HGS) (listed in BSE & NSE) today unveiled a new brand identity for its ongoing evolution into a digital-led, people-driven organization that is transforming customer experiences (CX)..
The omni-channel chatbot solution not only allows customer service agents to find answers to customer questions quickly and simply, but also allows customers to find answers to straightforward questions..
Is your organization ready to begin aligning your employee experience with the new world of work? Kurt Schroeder, Chief Experience Officer at Avtex shares some quick strategies you can use to get started..
TTEC Holdings today announced that the AWS Partner Network (APN) has recognized VoiceFoundry’s work to help customers elevate their customer experience leveraging Amazon Connect..
Empirix has announced the launch of Hammer Voice Explorer (HVE), an innovative solution to discover the paths in an IVR system and automatically create accurate documentation and testing scripts..
Zenarate AI Coach is helping top-performing customer-facing teams deliver 56% faster Speed to Proficiency, 33% higher CSAT scores, and 32% lower Employee Attrition through AI conversation simulation..
Localz, leading experts in last-mile customer engagement, location and messaging technology, has today announced a newly appointed Head of Customer & Partner Success for Europe, Colette Shields..
Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. Mike Myer, CEO and co-founder of Quiq looks at the challenges ahead..
Since deploying the BigChange job management platform, Trustee Fire and Security has been able to deliver significant improvements in customer service and boost productivity by 25 per cent..
New data from Dixa, a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service..
Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment..
There are hundreds of thousands of HVAC contractors in the world, with over 119,000 in the US alone. By offering great customer service you will stand out from the competition..
PCI Pal has upgraded Chill Insurance’s payment security solution to aid secure and compliant payment card transactions, regardless of whether contact centre agents are working onsite or remotely from home..
If you want to run a successful business and experience revenue growth, it’s not enough to simply bring in the customers. To achieve these goals, you also need to take care of retaining these customers..
Reuters Events are excited to announce the final service & experience webinar of 2021, ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior CX leaders..
The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these and looks ahead to 2022, helping contact centres to plan ahead..