Metrics are the lifeblood of every contact center's performance, yet many of them aren't measuring the right performance indicators, the ICMI determined in a recent study. The findings, announced at the ICMI Contact Center Conference earlier this week, revealed that as contact centers evolve to be increasingly multichannel hubs, companies are struggling to maintain consistency across channels and customer touch points.
Posted October 23, 2015
The company is expanding its technology into the B2B space.
Posted October 15, 2015
Opus Research's Intelligent Assistants Conference highlights the growth of virtual assistants in customer apps.
Posted October 14, 2015
The brand now offers workshops and presentations on customer service for non-competing companies.
Posted October 09, 2015
Satisfaction Prediction uses machine learning to identify which customer interactions are at risk of turning bad in real time.
Posted October 07, 2015
Author Marsha Collier hosts discussions about the latest trends in customer support and experience.
Posted October 02, 2015
Zappix now allows companies to provide visual IVR mobile smartphone solutions for iPhone, Android, and the Web in multiple languages. (Featured on DestinationCRM.com.)
Posted September 28, 2015
A Q&A with Aircall founder Olivier Pailhes, whose solution enables the mobile customer service agent.
Posted September 25, 2015
The two software giants plan to deliver even deeper integrations in 2016. (Featured on DestinationCRM.com.)
Posted September 18, 2015
Apps that provide support are becoming essential across industries.
Posted September 18, 2015
New capabilities include resolution management, geotagging for Instagram support, and CROWDS communities.
Posted September 11, 2015
TouchCommerce now enables in-app mobile chat and many other integrations.
Posted September 10, 2015
A personality match promises a better customer service experience.
Posted September 04, 2015
A new user interface and app aim to smooth customer service operations. (Featured on DestinationCRM.com.)
Posted September 02, 2015
Global hotel chains are experimenting with customer support via text messaging
Posted August 28, 2015
Company debuts customer support videos for its Beats by Dre products.
Posted August 21, 2015
Adding channels and technologies shouldn't be done in silos, speakers say.
Posted August 20, 2015
Conference attendees are reminded that the key to happy customers is happy and informed employees.
Posted August 19, 2015
Speakers urge attendees to stop thinking operationally and start looking at service from the customers' perspective.
Posted August 18, 2015
Microsoft's DNN technology brings greater speech recognition accuracy to the 7 Customer Engagement Platform. (Featured on SpeechTechMag.com.)
Posted August 14, 2015
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 SmartCustomerService.com 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