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CXaaS as the Cloud Takes 0n More and More Contact Center Communications

By: Arti Loftus    2/26/2019

The impact of cloud on contact center operations continues to grow, even as the industry is well into its second decade of leveraging cloud for everyt…

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Eliminating Customer Frustrations with Self-Service Options

By: Erik Linask    2/25/2019

Good self-service options not only solve customers' problems, but they also give customers a sense of accomplishment and reduce the frustration that o…

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Using AI to Deliver Customer Care in a Digital World

By: Erik Linask    2/25/2019

businesses that deliver a high level of digital customer service are seen favorably by customers, making it imperative that companies have solid digit…

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Your Customers Want to Text You More Than They Want to Talk

By: Tracey E. Schelmetic    2/25/2019

Your customers don't particularly like talking to you on the phone. Don't take it personally. Don't get us wrong. They may like you, and like your com…

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Putting Performance Management in Perspective

By: Maurice Nagle    2/22/2019

Workforce management software is a strong way to drive performance in the contact center. In customer service, there's no time to rest on laurels, as …

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NovelVox Unveils Credit Union Unity

By: Maurice Nagle    2/22/2019

This week, NovelVox unveiled the Credit Union Unity portfolio for contact centers. The newly released suite is geared to meet the specific needs - i.e…

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Why Cloud is the Path to Modernizing Your Contact Center

By: Erik Linask    2/20/2019

The need to transform contact centers and meet customers on their terms is precisely why so many mid-market businesses are moving to cloud contact cen…

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5 Ways to Ensure Your Business is One Step Ahead of Your Competitors

By: Special Guest    2/18/2019

The success of all companies involves their ability to stay one step ahead of their competition. By improving your market position, you're more likely…

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How IVR Can Boost Profitability

By: Erik Linask    2/18/2019

Modern IVR is full of capabilities that integrate with other business solutions and processes to make the most of customers' time on the phone - for b…

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How Should Digital Transformation Change Workforce Management?

By: Tracey E. Schelmetic    2/15/2019

If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact ce…

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