Customer Service Offers More Remote Jobs

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Customer service ranked third on FlexJobs' list of career fields that allow employees to work from home.

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The Top 15 Customer Service News Stories of 2019

From artificial intelligence--which has basically entered every square inch of the contact center--to robotic process automation, chatbots, and intelligent virtual assistants, 2019 saw its fair share of new and emerging technologies.

Jan 13, 2020
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Knowledge Management Survey Examines Today's Contact Center Challenges

Being able to access critical information is ranked as one of the greatest problems for contact centers. (Featured on KMWorld.com.)

Jan 08, 2020
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Everlane Customer Service Employees Are Unionizing, and the Company Isn’t Happy About It

Remote employees make up a significant chunk of Everlane's customer service team, yet the 67 workers in this group say the company doesn't value them or treat them fairly

Maria Minsker | Dec 23, 2019
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Customer Service Voice Analytics Startup Observe.AI Raises $26 Million in Series A Funding

For most companies, doing much monitoring of agent conversations isn't realistically scalable. But San Francisco- and India-based startup Observe.AI, which just scored a round of Series A funding, is working to change that, offering companies machine learning-based call analytics that are easy to scale.

Maria Minsker | Dec 13, 2019
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Kustomer Secures $60 Million to Improve Its Automation Capabilities

Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.

Maria Minsker | Dec 06, 2019
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AWS Launches Contact Lens for Amazon Connect

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.

Dec 04, 2019
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Improving Customer Satisfaction and Overcoming Information Silos Weigh Most Heavily on Call Centers

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.

Dec 02, 2019