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The Secret to Success for Human-Machine Solutions Lies in Human-Machine Planning

By: Special Guest    3/21/2019

The future of Intelligent Virtual Assistants (IVAs) is unfolding and holds tremendous promise. But, the path to progress has not been without pitfalls…

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Noble Systems Shines at Enterprise Connect

By: Maurice Nagle    3/19/2019

Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capabi…

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Changing the Corporate Culture with Cloud Computing

By: Special Guest    3/19/2019

All organisations have their unique corporate culture that helps it navigate the different organisational functions. Every aspect from decision making…

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Using Caller Intent to Enhance Customer Experience

By: Erik Linask    3/19/2019

We live in a new world of customer expectations, where data and analytics rule the day and companies that are able to more effectively turn customer d…

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Recipients of the 2019 CUSTOMER Products of the Year Award Announced

By: TMC    3/19/2019

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2019 CUST…

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Mavatar Technologies Joins Sharp Electronic To Bring mCart Shop-able Walls To The Masses

By: CustomerZone360 Staff    3/14/2019

Omnichannel commerce company Mavatar joins electronics manufacturer Sharp's Strategic Technology Alliance Resource (STAR). Mavatar will use its flagsh…

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Improvements in the Contact Center Start with Better Listening & WFM Tools

By: Stefania Viscusi    3/12/2019

Here are 3 things call centers should focus on now to start improving how they're listening and reacting to customers to drive quality scores.

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What Is Workforce Management Software and How Can It Help the Call Center?

By: Tracey E. Schelmetic    3/11/2019

Workforce management (WFM) is a collective term for all the processes that a contact center undertakes to ensure it has the right number of representa…

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Why Product Education Is Important When Training Sales People

By: Special Guest    3/11/2019

Sales can be equally challenging and rewarding for your team, but without the proper education on the company's products and services, your team will …

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Five9 Finds Smart Messaging in WEBTEXT

By: Maurice Nagle    3/11/2019

WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Faceboo…

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