How AI is Changing Customer Service

Featured Stories

Linc's New Chatbot Means Better Customer Experience
Linc's new universal chatbot for voice and digital platforms looks to improve customer service, customer experience, and hopefully, profitability. - 03/23/2017

Avaya Honored for Exceptional Customer Service
Avaya recently received the NorthFace ScoreBoard Award from Omega Management Group for its exceptional customer service. - 03/22/2017

Customer Success: A Dash of Data and a Pinch of People
Data has become the secret sauce for most companies. Businesses now recognize that data drives product development, marketing and sales decisions. Most companies, however, have yet to tap into a key way in which data can support their businesses long… - 03/21/2017

The Future is in the Clouds
Call centers have since evolved to become contact centers, and today's customers expect choices in the way they choose to communicate and they expect more responsiveness from every interaction. Those once "siloed" channels are now taking center stage… - 03/21/2017

The Help Desk Learns Workforce Management from the Call Center
All the things that make a help desk succeed, including adequate staffing, accurate forecasts, intraday management, schedule adherence, and workload tracking are just as relevant to the help desk, and this is where a modern workforce management solut… - 03/21/2017

Monet Software WFO Live Wins Innovation Award
To honor the advancements of Monet Software's work, TMC recently presented the company with a 2017 Workforce Optimization Innovation Award for its WFO Live solution. - 03/20/2017

Secrets to Making the Case for New HCM Technology
You've done your market research. You've sat though a dozen technology demonstrations. You've followed up with references and combed through countless reviews. You can now honestly say that you've selected the best HCM technology for your business. B… - 03/15/2017

Tips for Ensuring a Smooth Transition to WFM Software
Executives are looking for very rapid return on investment - by the end of the week - and get a little nervous when it doesn't happen immediately. Those who championed the purchase may not have made it clear that the new workforce management solution… - 03/14/2017

Better Customer Relationships Start at the Call Center
Customer relationships are important for any business today. Finding out how to meet customer needs and beat the competition is the goal. Real time analytics is a start. - 03/13/2017

CUSTOMER Magazine Announces Winners of First Workforce Optimization Innovation Awards
Several overarching technology trends - including cloud computing, a growing demand for single-vendor contact center solutions, increased attention to analytics, and interest in WFO solutions from non-traditional markets - are all driving new opportu… - 03/10/2017