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Perfecting Customer Experience
Customer Experience is all the rage, but so much of it is focused on the initial stage of the customer journey. This front-loaded approach to CX virtu…
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Why Gamification is a Game-Changer for Call Centers
In this conversation with Nancy Jamison and Jim Noble, we learn a few of the things that help Noble stand out from the crowd with its gamification pla…
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Solving Customers' Biggest Headaches in the Contact Center
If you were to make a list of all your customers' complaints, you'd probably find that a large majority of them are the same few complaints repeatedly…
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Verint Honored for Workforce Optimization Solution of the Year
Verint Systems has been honored for Workforce Optimization Solution of the Year, and received an honorable mention for Omnichannel Solution for the Ye…
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Online Gamblers Join the Virtual Reality Gaming Revolution
Much in the same way Virtual Reality (VR) changed the recreational gaming industry, the adult gambling industry is poised to go through the same revol…
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Edify Labs Revolutionizes the Contact Center
Edify Labs has taken the complexity of the contact center and smashed it with a rock, and then took the rock and broke apart the way we used to pay fo…
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Salesforce to Acquire WFM Firm
Salesforce announced a definitive agreement to purchase field service management provider ClickSoftware. Joining a robust platform, ClickSoftware will…
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Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience
Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming …
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Preparing to Improve the Customer Experience
While "the customer experience" has been on most company's radar for years, if not decades, most companies have had imperfect success when it comes to…
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Automated Coaching is the Next Phase of Workforce Management
Automated and AI-based coaching technologies are being integrated into workforce management and contact center solutions to help agents improve their …
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