Customer service stories - Page 15

A new report has revealed that 85% of customer service agents want to work full-time at home and not return to contact centre offices.

Manhattan Associates launches late-stage cancellation service to prevent unwanted shipments and costly returns in online retail.

Chatbots are gaining momentum in the customer service space, but a human touch still unbeatable, according to a new study.

Finance functions and leaders have marked 2022 down as a year for process improvement, writes Servicely’s founder and CEO Dion Williams.

New research reveals that 74% of frontline employees in Australia believe technology plays a critical role in customer service.

Rising costs and staffing shortages are putting pressure on tech talent, but automation could alleviate the burden for site reliability engineers.

LoopMe expands its team with four senior hires in APAC, including Daisuke Shigeishi as head of digital partnerships and Georgia Watson as senior sales director.

Sepura hires Rob Merrick as Broadband Products business development manager to grow their presence in the evolving LTE market space.

Rick Sporrer appointed as President of Danfoss North America, replacing John Galyen who is retiring after 15 years.

Danfoss North America's president, John Galyen, has retired and will be replaced by America sales VP, Rick Sporrer from 1 July.

Zendesk unveils new solutions that focus on conversations in customer relationship management, as well as a new employee experience offering.

Brent Robinson, the former CEO of Rakon, has joined Quantifi Photonics' board as an independent director, bringing his experience in technology and growth.

New Zealand's Quantifi Photonics appoints Brent Robinson, a former Rakon CEO with experience in product development and market leadership, as director.

Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX.

Esker has been named a Challenger in the 2022 Gartner Magic Quadrant for Integrated Invoice-to-Cash Applications.

With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.

Shoppers have revealed how much, or how little, they know about what goes into the online shopping process in a new survey by CouriersPlease.

8x8 Agent Workspace, a new contact centre experience, aims to improve efficiency and effectiveness for customer interactions.

According to the company, this launch is a key milestone in Zebra’s vision to have every asset and worker on the edge visible, connected and fully optimised.

Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.