Young Millennial / GenZ Customer Service Agents (ages 18-24) could be the largest customer service agent demographic in the next several years but they could also be the least happy and most likely to leave their jobs, according to the 2nd annual Aspect Agent Experience Index survey, which surveyed US employees. Continue reading Contact centres failing to engage and retain young Millennial and GenZ customer service agents
Daily Archives: June 28, 2018
Cyara Empowers Contact Centres to Deliver Personalized Customer Journeys
With its latest update, Cyara is taking aim at one of the biggest customer-service frustrations: the loss of data when customers move from self-service to agent-assisted service, or from one channel to another. To earn customer loyalty and satisfaction, leading global enterprises know they must deliver consistent and personalized customer experiences across all touchpoints and at each step of their customer’s journey. Continue reading Cyara Empowers Contact Centres to Deliver Personalized Customer Journeys
UW Credit Union Selects eGain AI for Member Service
eGain, the leading provider of cloud-based customer engagement solutions announced that UW Credit Union (headquartered in Madison, Wisconsin) has selected eGain’s AI knowledge solution for agents and customer self-service to enhance member experience. Continue reading UW Credit Union Selects eGain AI for Member Service
SYKES Strengthens Presence in India as Part of Strategic Growth Plan
SYKES, a leading provider of multichannel demand generation and global customer engagement services, has expanded its footprint with the launch of SYKES India’s latest customer experience centre at Mantri Cosmos Gachibowli, Hyderabad. This new site adds to two existing sites in India: one at Mindspace, Hyderabad and the other in Bengaluru. Continue reading SYKES Strengthens Presence in India as Part of Strategic Growth Plan
Twilio Launches Build: A Partner Program for an API-First World
Twilio announced Twilio Build, a partner program designed from the ground up with an API-first, developer-first approach. Twilio Build delivers go-to-market support, certification and training programs, and a partner success team to support consulting and technology organizations as they partner with Twilio to innovate for their customers, grow their businesses, and transform the communications industry. Continue reading Twilio Launches Build: A Partner Program for an API-First World
Japanese Retailer Plaza Create Chooses Vonage to Provide Leading-Edge Customer Experience
Plaza Create Co., a leading Japanese retailer of photo products, has chosen Vonage, a business cloud communications leader, to provide seamless, contextual SMS communications to its customers via Nexmo, the Vonage API Platform. Continue reading Japanese Retailer Plaza Create Chooses Vonage to Provide Leading-Edge Customer Experience