contact center

Exclusive: Automated Voice Agents are Hurting Customer Retention

Everyone’s been there — you try your mightiest to get the machine on the other end of the phone to understand what…

Are you Customer-Obsessed? Here’s Why you Should Be

When you think of magical customer experiences, one particular brand probably comes to mind: Disney. Exceeding customer expectations rather than merely satisfying…

Elevate Retail Experiences with Next-Gen Contact Center Tech

Retailers are responding to new expectations for customer experiences and growing demand for ecommerce, but how are they keeping pace with evolving…

Zoom Acquires Five9 for $14.7B to Bolster Customer Service Offerings

Zoom Video Communications has agreed to acquire Five9, a provider of cloud-based contact center solutions, in an all-stock transaction valued at approximately…

With Text And Chat, Pier 1 Imports Cuts Costs, Adds Visuals To Contact Center Interactions

Pier 1 Imports has been looking for ways to save money, including ongoing moves to right-size its store footprint. A customer contact…

Backcountry’s Gearheads Leverage Expertise And Enthusiasm To Build Customer Relationships

People who are passionate about their outdoor activities, whether they are skiers, cyclists, mountain climbers or off-roaders, like to trade stories with…

87% Of Contact Center Leaders Say Agents Are Highly Stressed

In the retail industry, excellent customer service can help build a loyal consumer base. And store associates, call center agents and other…

83% Of Organizations Don’t Think Current IT Systems Will Meet Future Contact Center Needs

Up to 83% of organizations indicate that their current IT systems are not equipped to meet future business needs, especially within their…

Five9 Updates Cloud-Based Contact Center Solution

Customer service is a pivotal part of the browsing and buying journey. Service agents, as a result, play an important role in…

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