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Balancing AI and Human Needs on Customer Service Teams

By: Special Guest    11/5/2018

When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with …

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Telarus Extends Aspect Market Reach

By: Maurice Nagle    11/1/2018

Aspect Software announced Telarus as a global Master Agent channel partner. The Telarus network of subagents provides Aspect access to thousands of co…

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WFM Works for Small Contact Centers Too

By: Paula Bernier    10/31/2018

One of the great things about technology today is that it can allow even a small business to operate like a large one. And that holds true of modern w…

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Amazon Connect Sees WFO Integration

By: Maurice Nagle    10/31/2018

Enterprise Information Management provider, OpenText unveiled the availability of OpenText Qfiniti for Amazon Connect. The self-service, cloud-powered…

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Dynamic Recovery Solutions Deploys Speech Analytics

By: Maurice Nagle    10/30/2018

CallMiner announced Dynamic Recovery Solutions is deploying the CallMiner Coach and Analyze modules to improve operational efficiency and performance.…

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Too Good to Be True, Too Wrong to Go Unreported: Beware This Gift Card Scam

By: Cynthia S. Artin    10/29/2018

October is National Cybersecurity Awareness Month, topped off by Halloween, and this year some criminal individual or ring is masquerading as Warren P…

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AgilOne CEO Discusses CDPs, AI, Intelligent Amplification

By: Paula Bernier    10/26/2018

AI-based CDP pioneer Omer Artun of AgilOne talks with The Future of Work Expo organizer Paula Bernier of TMC.

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WFM Delivers Measurable Help Desk & Service Desk Improvements

By: Paula Bernier    10/23/2018

Workforce management makes life easier for help desk and service desk managers, and can provide measurable improvements for these environments and the…

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Twilio Flex Forging the Future of Contact Center Solutions

By: Maurice Nagle    10/19/2018

Twilio announced that Twilio Flex is now generally available. The fully programmable cloud contact center platform touts a growing ecosystem as well a…

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How to Hire Great Agents & Keep Improving Their Performance

By: Paula Bernier    10/18/2018

How to hire, prepare, and continue to improve agent performance and contact center outcomes.

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