News Features

The Seattle Seahawks cornerback answers customer service calls on Nike's Gear Up Day.
Posted July 31, 2015

What brands can learn from United's social customer service hits and misses.
Posted July 24, 2015

The new app promises to boost efficiency for customer service reps.
Posted July 17, 2015

The editors of and Speech Technology magazine are deeply saddened to announce the death of our coworker and friend Michele Masterson.
Posted July 13, 2015

In two decades, Amazon has entirely transformed consumer expectations.
Posted July 10, 2015

Separate but specialized support teams are replacing traditional outsourcing.
Posted July 02, 2015

In a crowded market, the vendor attempts to differentiate itself with speed and solid caller ID functionality.
Posted June 26, 2015

While customers are increasingly contacting customer service in multiple channels, many companies remain unsure of implementation, especially when it comes to the social media channel.
Posted June 25, 2015

How can you drive customer engagement? Take a page from Marriott's playbook and recognize that human capital may be your best resource.
Posted June 18, 2015

The conference's keynote speaker says that creativity, risk-taking, and emotional engagement can be as powerful as analytics.
Posted June 11, 2015

PureCloud Engage is designed to help contact centers accelerate business impact, deliver consistent outcomes, and improve the customer and agent experience.
Posted June 09, 2015

The social network expands Messenger's customer service features with a time-saving tool.
Posted June 05, 2015

New suite enables broadcasters to comply with FCC regulations at scale.
Posted June 04, 2015

Using speech analytics to create personality models, agents are better matched with callers, yielding stronger engagements.
Posted June 02, 2015

Latest Temkin Group Customer Service report reveals a service decline in 13 industries
Posted May 29, 2015

A new report finds that there are wide margins between what companies think their customers want when it comes to support, and what their customers really want.
Posted May 26, 2015

The company is continuing on its growth trajectory.
Posted May 22, 2015

Does the customer always come first, or does agent happiness? Five9's Freedom aims to make both sides happy by providing streamlined technology that promises to boost the customer experience.
Posted May 21, 2015

Though interactions will now be more quick and seamless, there are some caveats.
Posted May 15, 2015

Video capabilities not only provide protection from compliance violations, but can further customer relationships.
Posted May 12, 2015

There were a few surprises on Forrester's 2015 CX Index.
Posted May 08, 2015

In the age of hyper-connectedness, appliances and smart systems will be able to send auto notifications to representatives. Brace yourselves, the IoT is coming to a contact center near you.
Posted May 06, 2015

In the second wave of major updates this year, Microsoft furthers its integration of Parature products.
Posted May 01, 2015

Agents who have mentally checked out of their jobs means dissatisfying customer experiences. But why are they detached? Hint: Look up the corporate ladder.
Posted April 30, 2015

Do happier employees really equal happier customers?
Posted April 24, 2015

In a multichannel-obsessed world, it's not all about the latest and greatest technology. Does your company need to go back to basics?
Posted April 23, 2015

The company's mobile app is turning heads in the fast-food industry.
Posted April 17, 2015

While WFM sales are gaining, veteran vendors are slow to refresh their systems, leaving room for more nimble vendors to capture the market, says Donna Fluss.
Posted April 16, 2015

Contact centers aren't prepared to handle growing cross-channel demand.
Posted April 10, 2015

In the immortal words of Ferris Bueller, life moves pretty fast. If you don't stop and look around once in a while, you could miss it. ICMI analyst Justin Robbins offers tips to keep you up to speed with the changing face of customer care.
Posted April 08, 2015

LinkedIn and Kohl's improve cross-channel engagement effectiveness.
Posted April 06, 2015

A revamped WFO suite prioritizes customer engagement and employee optimization with an assist from analytics and voice biometrics.
Posted April 01, 2015

Comcast is expanding its social support efforts, but is the company doing enough?
Posted March 27, 2015

How can you provide stellar customer care if you knowingly hinder the progress of your front line? Put your money where your mouth is—up-to-date technology and respect means engaged employees and happier customers.
Posted March 25, 2015

New solutions will provide relevant social data to customer service reps.
Posted March 20, 2015

Think your organization offers a great multichannel experience? Unless you're connecting the dots between channels, your customer service is less than optimal.
Posted March 18, 2015

National Australia Bank and Time Warner customers prefer a mobile touch point.
Posted March 13, 2015

Data science fuels better workflows and business processes.
Posted March 11, 2015

The new general manager of IBM Commerce, Deepak Advani, shares his vision for an experience-centric strategy in an interview with Smart Customer Service.
Posted March 06, 2015

A CFI Group study suggests agents and their call performance can influence purchasing. Read our exclusive interview with CEO Sheri Petras.
Posted March 04, 2015

The company is overhauling its CX strategy with the help of its employees.
Posted February 27, 2015

The multichannel solution keeps customer interactions fluid and enables public negative conversations to go private.
Posted February 26, 2015

It takes more than just flashy amenities to earn customers' praise.
Posted February 20, 2015

Being able to find the right agent at the right time means a better customer experience.
Posted February 19, 2015

The add-on solution provides browser-enabled customers quicker service from WebRTC-equipped agents.
Posted February 12, 2015

Other updates include Web browsing history, improved skills-based routing, and policy automation.
Posted February 05, 2015

You may be laser-focused on the front line when it comes to improving customer service, but often problems originate in the back office. Are you seeing the forest for the trees?
Posted January 29, 2015

The best customer service is an effortless experience. Live chat can deliver on that promise and save you money too.
Posted January 21, 2015

If monitoring your Twitter feed is such an effective customer service strategy, why are nearly 80 percent of top companies not responding to customers?
Posted January 14, 2015

Technology incorporates real-time streaming, voice biometrics, and analytics to thwart fraudsters.
Posted January 08, 2015