Delivering Empathy to Improve CX
By Keith Kirkpatrick March 6, 2023
Providing a good customer experience is often dependent upon the ability of an organization and its representatives to provide efficient, timely, and personalized service to customers during each interaction. However, the ability to display empathy...
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Managing Remote Contact Center Workers to Ensure Success
- By Keith Kirkpatrick February 28, 2023
The COVID-19 pandemic helped to usher in several changes in the ways organizations interact with customers. From the use of QR menus in restaurants to the advent of buy-online, pickup-in-store services, organizations needed to shift the way they...
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Identifying and Responding to CX Pain Points
- By Keith Kirkpatrick February 15, 2023
Brands can effectively use technology and training to reduce interaction friction, process friction, and relationship friction in customer interactions.
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Avaya Files for Chapter 11 Bankruptcy
By Sherril Hanson February 15, 2023
Avaya has filed for chapter 11 bankruptcy, a move that should save the company but it remains behind the curve on CX market competitiveness.
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Freshworks and Meta Team Up in Major Initiative to Help Lift CX
By Alex Gaw February 14, 2023
Freshworks and Meta have partnered to offer conversational AI chatbots through their messaging apps to improve customer experience.
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TDCX Launches New Digital CX Center of Excellence in Singapore
- By Alex Gaw February 9, 2023
Call center and digital CX provider TDCX is launching a new Digital Customer Experience Center of Excellence in its home base of Singapore.
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Auto-Authentication Techniques to Save Time and Improve CX
- By Keith Kirkpatrick January 27, 2023
Using multi-factor authentication and biometrics, in place of traditional account verification, can reduce friction in customer service.
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Broadvoice, Genesys, AWS, Google Cloud, and More Announce Contact Center News
- By Sherril Hanson January 18, 2023
Broadvoice Introduces CCaaS Platform in North America Broadvoice has announced the launch of the GoContact omnichannel cloud contact center solution for business customers in North America. Broadvoice acquired GoContact in July 2021, and...
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Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho
- By Sherril Hanson December 30, 2022
Aisera Integrates Its Service Experience Solution with Zendesk's Sunshine Platform Aisera has announced its service experience solution is now available via a new app integration on Zendesk's Sunshine Conversations Marketplaces. Customers of...
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Virtual CX Will Become a Mainstream Frontline Support Channel by 2028
- By Alex Gaw December 14, 2022
Customer support provided or obtained through virtual environments will grow within the next five years as virtual interactions join traditional and digital frontline-support channels, according to new research from UK cloud communications provider...
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CX Innovators: Ashu Roy, eGain
By Clint Wheelock December 8, 2022
Ashu Roy is chief executive officer of eGain Corporation, which provides an AI-enabled software platform that integrates with CRM and contact center systems for enhanced customer self-service, virtual assistance, and contact center agent tools. Roy...
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Contact Center News from Amazon Connect, Dixa, Genesys, TalkDesk, and Zoom
- By Sherril Hanson December 2, 2022
Amazon Connect Introduces New Functionalities Amazon Connect Customer Profiles now allow agents to view additional customer information from Customer Profiles that are stored in the Connect Agent Application. This allows for more personalized...
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