Customer Satisfaction Remains Weak, ACSI Finds

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Customer satisfaction and spending see very slight upticks, but companies need to do a lot to keep it going, according to the American Consumer Satisfaction Index.

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Customer Service Leaders See a Tough Year Ahead

Sixty percent of customer service managers say this will be the toughest winter yet as fears of losing customers grow, research finds.

Nov 03, 2022
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Salesforce Launches Contact Center

Salesforce Contact Center blends automation, intelligence, and real-time data.

Oct 26, 2022
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Contact Center Software to Be a $48 Billion Market by 2029, FMI Says

FMI expects the worldwide contact center software market to grow at a rate of 10.8 percent for the next seven years and on-premises solutions to continue their dominance.

Oct 17, 2022
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CX Trending Down; KM and Other Technologies Can Help, eGain Solve Speakers Contend

The current contact center agent crisis can be solved with the right technology and customer focus, eGain's CEO suggests.

Phillip Britt | Oct 12, 2022
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Transcosmos and NTT Partner on Virtual Contact Center for the Metaverse

Demonstration experiment seeks to recreate contact center and in-store customer service experiences for the metaverse.

Oct 05, 2022
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Less Than 10 Percent of CFOs Plan to Decrease Customer Service Spending

Nearly a quarter of finance leaders plan to increase customer service funding despite economic pressures, Gartner found in a new study.

Sep 28, 2022
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At Dreamforce 2022, Salesforce Introduces Genie Across Its Customer 360 Line

Salesforce Genie is a new data platform powering Salesforce's real-time CRM. (Featured on DestinationCRM.com.)

Sep 20, 2022