Customer engagement Stories - Page 62

Global Stories

Customer engagement stories

Video: 10 Minute IT Jams - Enghouse Interactive on the latest contact centre trends

Today we're highlighting Enghouse Interactive, a company that strives to be one of the world's leading providers of contact centre technologies.

By Sara Barker • 7 min read • Thu, 18th Mar 2021

Customer Relationship Management

Customer data generation spikes during 2020 - Twilio report

In December 2019, Twilio Segment processed close to 500 billion API calls per month. In December 2020, that number reached more than one trillion.

By Staff Writer • 2 min read • Mon, 15th Feb 2021

Customer Relationship Management

Why tech complexity is a customer experience issue

Software developers spending too much time troubleshooting issues is hindering customer experience and productivity. Tool consolidation is the solution.

By Dmitri Chen • 4 min read • Wed, 3rd Feb 2021

Customer Relationship Management

Managing quality with a work-from-anywhere workforce

Work-from-anywhere contact centres need quality control mechanisms to ensure a consistent customer experience, according to NICE.

By Darren Rushworth • 4 min read • Mon, 14th Dec 2020

Customer Relationship Management

CX firm Qualtrics to launch Singapore data center

Qualtrics aims to open a new data center in Singapore as the company continues its expansion efforts across Southeast Asia.

By Staff Writer • 2 min read • Wed, 25th Nov 2020

Customer Relationship Management

Freshworks named in fourth Magic Quadrant this year

Most recently, the company was named a Niche Player in the Magic Quadrant for IT Service Management Tools for its Freshservice solution.

By Staff Writer • 2 min read • Wed, 14th Oct 2020

Customer Relationship Management

On October 28, go from CX starter to champion with Zendesk

Discover the secrets to exceptional customer service with leading software company Zendesk in an exclusive online event on 28 October.

By Sara Barker • 2 min read • Tue, 13th Oct 2020

Customer Relationship Management

Firms that use social as a 'megaphone' miss out on transformation - Hootsuite

Organisations often limit social to the marketing department, but instead it should be connected into the 'lifeblood and workflow'.

By Staff Writer • 3 min read • Wed, 23rd Sep 2020

Customer Relationship Management

Unity4 and Daisee partner to automate CX quality management

Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.

By Staff Writer • 3 min read • Mon, 31st Aug 2020

Customer Relationship Management

What's new in the CRM CEC Magic Quadrant

Vendors added and upgraded, alongside the old reliables in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Center.

By Ben Moore • 3 min read • Tue, 16th Jun 2020

Customer Experience

OpenText named overall leader in Aspire CCM Leaderboard

As well as customer communications management, it is a leader in communications composition, business automation and omni-channel orchestration.

By Staff Writer • 3 min read • Mon, 8th Jun 2020

Customer Relationship Management

NICE inContact expands access workforce engagement solution

NICE inContact is offering its CXone@home solution for free for 60 days, providing workforce engagement and optimisation capabilities for remote workers.

By Staff Writer • 2 min read • Tue, 21st Apr 2020

Customer Relationship Management

How companies can use emerging CX technologies to improve customer retention

Aussie firms adopt new CX tech amidst economic strain, seeking to prevent customer loss and enhance engagement.

By Colin Smith • 4 min read • Mon, 20th Apr 2020

Customer Relationship Management

Google Cloud launches COVID-19 rapid response programme

Google Cloud has launched a Rapid Response Virtual Agent tool to help organisations manage a surge in customer queries amid COVID-19.

By Staff Writer • 3 min read • Thu, 9th Apr 2020

Customer Relationship Management

Massive discrepancy found between business vs. customer outlooks on CX

A severe disparity arises between ANZ businesses' self-perception and customers' views on customer experience, as NTT Ltd.'s report reveals.

By Nick Forrester • 3 min read • Fri, 28th Feb 2020

Customer Relationship Management

Understanding customer diversity key to omnichannel experience

Millennials and Generation Z are transforming the customer experience, and businesses can only grow sustainability if they deliver what customers expect.

By Staff Writer • 3 min read • Thu, 5th Dec 2019