Qualfon Keeps a Closer Eye on its Agents
07 Jul 2021
Observe.AI is helping the outsourcer coach agents more effectively
University Answers Queries Quicker with ServiceNow
09 Aug 2021
The University of South Carolina handles more requests in less time with ServiceNow's CSM
Evinced Helps Capital One Meet Accessibility Guidelines
22 Apr 2021
The financial giant increases compliance across customer-facing digital properties
Rotary Spins Out a Marketing Win with Workbooks
01 Mar 2021
The outdoor equipment dealer cuts time for marketing activities
Five9 Projects Get Simpler with FinancialForce
20 Jan 2021
FinancialForce provides complete business visibility for the contact center provider
Fabriik Manages Growth with SAP
30 Nov 2020
SAP's Customer Experience suite helps the financial services company handle rapid growth
Nuance Helps Cabify Manage Growing Customer Requests
30 Nov 2020
The ride-sharing company picks up scale with a virtual assistant
ERC Collects Better Information with Interactions’ VCA
30 Sep 2020
Virtual Collections Agent removes basic information-gathering calls from ERC agents
Speech Analytics Boosts Customer Service for Bluegrass Cellular
27 Jul 2020
Calabrio helps the wireless carrier increase lower-cost Level 1 support
WestJet Customer Satisfaction Takes Off
27 Jul 2020
The small airline benefits from a bot built by Netomi for Facebook Messenger
When It Comes to Communications, Twilio Has Insurance Firm Covered
29 May 2020
Cover Financial is benefiting from Twilio's Flex cloud-based platform
Navy Federal Deploys Verint for COVID-19 Response
29 May 2020
The credit union turned to Verint's analytics to address changing business conditions
Gladly Is the Right Customer Service Fit for Andie
24 Apr 2020
The swimwear retailer is buoyed by Gladly's efficient self-service tools
Greyhound Rides High with SurveyMonkey
26 Mar 2020
Survey tools lead the bus carrier to better responses to customer feedback
Verint Portal Connects San Francisco Citizens to Services
27 Feb 2020
SF311 is able to speed residents to the information they need
JOANN Gladly Crafts Personal Interaction
10 Jan 2020
By moving to a modern customer service platform, the craft retailer has improved customer responsiveness
Access the ICMI Agent Experience Toolkit
25 Feb 2020
To boost customer satisfaction and loyalty, you need your agents to stay engaged and motivated. But how? Access the ICMI Agent Experience Toolkit and to help you assess your current agent experience and discover ways you can improve.
C3i Exceeds Expectations with Avaya
26 Nov 2019
The contact center outsourcer is winning back business with new technologies, replacing a string of legacy systems in phases to maintain operations while easing the burden on its IT department
SharkNinja Operationalizes Customer Feedback
26 Nov 2019
With Clarabridge Engage and Analytics, the housewares manufacturer is able to act on voice-of-the-customer data to create new products and evolve its customer experience.
Acobot Captures Thousands of Leads for Skyfi Labs
28 Oct 2019
The vendor's AI chatbot brought in more than 19,000 sales leads within the first 150 days