An omnichannel contact center enables businesses to engage with customers across multiple platforms—voice, chat, SMS, email, and social media—painlessly and consistently. Rather than juggling ...

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

Zoomtopia, the annual Zoom customer and partner conference, was held October 9-10 in San Jose, CA. An audience of approximately 300 joined the live keynotes in the San Jose McEnery Conference Center ...

Newell Brands spotlights its Customer Experience Center, an immersive space where retail partners experience the company’s innovation, insights, and brand storytelling firsthand. This new ...

‘AI in the contact center and UC is here, and it’s making massive, massive changes in there,’ one solution provider tells CRN on AI’s impact on customer experience and the opportunities for partners.

Businesses can now oversee and guide every customer interaction in real time, creating a new role in the customer experience center: the AI Supervisor. "As AI agents handle more and more customer ...