How AI is Changing Customer Service

Featured Stories

Workforce Management Challenges and How to Solve Them
Spreadsheets were once the method of choice for workforce management, and creating these manually required a skilled, numbers-savvy manager who spent most of his or her time making calculations. As the contact center becomes increasingly complex, how… - 03/30/2017

Call Centers' Leg Up With Amazon Web Services
A new development from Amazon Web Services means a lot more power for call centers, turning to cloud-based systems for extra benefit. - 03/29/2017

Caring for Your Workforce: Are You Doing Enough?
How can you keeping your best employees from quitting? Workforce management tools combined with caring and respect for employees will go a long way in helping your company achieve its goals. - 03/28/2017

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