It's virtually impossible to improve customer service without consistent feedback—that's the philosophy that Kair Käsper and Martin Kõiva have brought to Klaus, an Estonian "conversation review" startup that has just disclosed $1.9 million in seed funding from Swedish VC firm Creandum.
Maria Minsker | Jul 12, 2019
Training Dashboard compiles and annotates data from customer and agent interactions with the goal of advancing the intelligence of Talla's customer support system.
Sam Del Rowe | Jul 02, 2019
Despite the many changes currently influencing the food service industry, the overall customer satisfaction score inched down only slightly to 78.9, dropping by less than 1 percent.
Maria Minsker | Jun 28, 2019
The top 10 news announcements that were made this week at Customer Contact Week in Las Vegas.
Jun 28, 2019
The new offering aims to ease the transition to the cloud by augmenting existing on-premise systems with intelligent, cloud-based contact center applications.
Sam Del Rowe | Jun 25, 2019
Last weekend was a tough one for Target, as its registers crashed nationwide. Nevertheless, the retailer handled the crisis effectively, demonstrating three lessons in crisis management.
Maria Minsker | Jun 21, 2019
The new feature provides seamless customer handoffs from Ada's chatbot to live chat platform partners including Zendesk, Salesforce, and Nuance.
Sam Del Rowe | Jun 20, 2019