3 Modern Contact Center QA Challenges (and How to Overcome Them With AI)
When you run a contact center, you want to ensure your customers are getting the best help possible and end every call satisfied. At the same time, you need to ensure agents are properly equipped to...
View ArticleOracle Brings More AI Capabilities to Service & Sales Teams
Oracle has added new AI capabilities across its Fusion Cloud Customer Experience (CX) suite. The CX suite contains many applications that “go beyond traditional CRM”, covering service, sales marketing,...
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Salesforce: Contact Center Agents Spend Just 39% of Their Time Servicing...
A new Salesforce Customer Service Report highlights how contact center agents have become overburdened, spending “just 39 percent of their time servicing customers.” So, what are they doing with the...
View ArticleMedallia Confirms CEO Joe Tyrrell Has Stepped Down
Medallia has confirmed to CX Today that CEO Joe Tyrrell vacated his post on April 19. Tyrrell had held the role since March 2023, but now leaves citing personal reasons. In steps Mike Lipps, Chairman...
View ArticleSalesforce Launches Zero Copy Partner Network to Improve Tech Integrations
Salesforce has announced the Zero Copy Partner Network – a collection of tech firms committed to streamlining the way businesses access and use customer data. With partners that include Amazon Web...
View ArticleGenesys vs. Amazon Connect vs. MaxContact: Which CCaaS Option Is Best for You?
Changing customer expectations, evolving communication channels, and a growing demand for agility has accelerated the growth of the contact center as a service (CCaaS) market. By 2032, analysts predict...
View ArticleSunshine Service: Embracing Positivity in Customer Interactions
Read on to know how agents can imbibe and exude positivity in their daily workflows to deliver better service outcomes. Defining Positive Attitude in Customer Service Interactions Cultivating a...
View ArticleOverworked and Under Paid: Call Center Industry the Weakest Job Market in the UK
Resume.io has uncovered that the contact center industry receives the lowest number of job applications in the UK. The resume-related services provider, Resume.io, analyzed application data from the...
View ArticleUnlocking Customer Potential: Customer Lifetime Value Definition, Formula,...
Customer lifetime value (CLV or CLTV) is a metric used in marketing and customer relationship management to evaluate the long-term value a customer brings to a business throughout their entire...
View ArticleBig CX News from Salesforce, HubSpot, SAP, & Medallia
This week in CX has seen the apparent cooling off of Salesforce’s acquisition of Informatica, a slew of new releases from HubSpot, SAP’s contentious “workforce transformation”, and Here are the...
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