Reducing Noise to Elevate Voice Interaction CX
By Keith Kirkpatrick July 14, 2022
One of the most frustrating aspects of voice conversations between a customer and a contact center worker is the presence of loud, distracting background noise. Extraneous noise can not only make these interactions unpleasant, but can also impact...
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Benefits of Insights & Feedback Technologies for End Users
By Sherril Hanson July 14, 2022
The use of customer insights & feedback solutions offers many compelling benefits aside from allowing customers to be heard, and have their concerns addressed. During the COVID-19 pandemic years, there have been many industry segments that...
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New EX-Related Research from Ceridian, Genpact, Freshworks, and Legion
- By Sherril Hanson July 12, 2022
The employee experience (EX) ecosystem is comprised of more than just providing opportunities for surveying, and is inclusive of such core areas as feedback and analytics, as well as technologies that support recognition and reward, social impact,...
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EX Platform Provider Workvivo Raises $22 Million in New Funding Round
By Alex Gaw July 11, 2022
Workvivo, the provider of an employee experience (EX) and communication platform designed to increase worker engagement on an emotional level and to centralize internal communications, has raised $22 million in new funding, tripling the company’s...
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Managing CX During Disasters and Emergencies
- By Keith Kirkpatrick July 11, 2022
Ensuring excellent CX during times of relative normalcy can be challenging for most organizations, with issues such as managing unrealistic customer expectations, product shipping and fulfillment delays, and increases in demand for customer service...
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New EX Products & Enhancements: Benevity, Motivosity, Submittable, Others
- By Sherril Hanson July 6, 2022
The employee experience (EX) technology ecosystem encompasses not just the solutions meant to measure engagement, but also those that contribute to the day to day and overall positive (or negative) feeling employees develop toward...
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New Research from Merkle, Twilio, Smart Communications, FullStory, and Emplifi
- By Alex Gaw July 4, 2022
The research pieces highlighted in this roundup share a common theme: the challenges that companies face because of new technologies and altered expectations. It explains why brand loyalty is no longer just about coupons and discounts; why...
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Utilizing Automated Ticket Correlation to Improve CX Responsiveness
- By Keith Kirkpatrick July 1, 2022
The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...
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Amazon Connect Adds Three New Contact Center Capabilities
- By Alex Gaw June 30, 2022
Three new capabilities have been added to Amazon Connect, the cloud virtual contact center of Amazon, aimed at improving contact center productivity and customer satisfaction. The capabilities are Amazon Connect Cases, Amazon Connect Outbound...
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Deloitte Digital Unveils TrueServe to Transform Contact Centers
- By Alex Gaw June 29, 2022
Deloitte Digital, the digital agency focused on services and offerings to elevate CX, is launching a new cloud-based solution for contact centers with TrueServe, an integrated suite of technologies that the company says is designed to deliver a...
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Zendesk to Be Acquired for $10.2 Billion by Investor Group
- By Alex Gaw June 29, 2022
Zendesk, the provider of software as a service (SaaS) products for customer support and communications software, has entered into an agreement to be acquired by an investor group led by the investment firms Permira and Hellman & Friedman. The...
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Qualtrics and ServiceNow Partnership Combines CX and EX Support
- By Sherril Hanson June 28, 2022
As customers and employees have opportunity to leverage a wide variety of channels, the incoming data is increasing exponentially. In a study conducted by Qualtrics and ServiceNow, more than two-thirds (69%) of customers said they switch between...
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