call center

Vector Capital Acquires Call Center Software Solution Provider

Aspect Software, an integrated customer engagement, workforce optimization and self-service omnichannel solution provider, will be acquired by private equity firm Vector Capital….

Surprising Customer Service Lessons From 2016

2016 was a strong year for retail thanks to low unemployment, reduced interest rates and increased consumer confidence that led to a…

Calyx Flowers Replaces ‘Robotic’ Service Reps With Retention-Focused Call Center

When Mark Ranalletti and Kap Wallingford purchased Calyx Flowers in summer 2015, the husband-and-wife team sought to pivot the online flower seller…

47% Of CX Managers See Outdated Technology As Biggest Barrier

Although retailers are quick to emphasize technology’s importance in augmenting today’s customer experience, many brands are still having a tough time answering…

Performance Bicycle Boosts Sales Up To 10% With Flexible Fulfillment

Performance Bicycle, a specialty cycling retailer with 106 stores across the U.S., has seen daily comparative store sales improvements of 3% to…

Suitsupply Takes A Disruptive Approach To Personalized Retailing

The men’s apparel category in the U.S. has been commonly associated with highly promotional pricing and traditional marketing. TV, radio and print…

Turkish Retailer Expands Omnichannel Capabilities

Turkish apparel retailer DeFacto has built a significant physical footprint, with 357 stores in Turkey along with 60 locations in 12 other countries…

Manhattan Associates Scales Up Call Center Customer Service Functionality

Manhattan Associates has enhanced its Omni-Channel Customer Service Solution, providing call center customer service representatives with a single app and interface that…

Fully Committed: A One-Man Customer Service Nightmare

The hip-hop musical Hamilton, with its enormous and diverse cast, nabbed all the top prizes at the Tony Awards Sunday night. But a play featuring…

Speech Recognition Security Tool Redacts Payment Card Numbers In Real Time

When we think about data breaches, the mental image is of a literally silent crime: hackers surreptitiously extracting payment card or personal…

Retailers Still Lag In Social Media Customer Service

Although billions of consumers worldwide use social media, retailers still lag in their social customer service initiatives, according to The Northridge Group…

National Builder Supply Slashes PPC Spending By 60% With CallRail

While a necessity for most retail businesses, advertising can be expensive and sometimes complicated to manage. To ensure advertising channels and tactics…