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CustomerZone360 Contributors

Paula Bernier

Paula Bernier is Executive Editor at TMC where she writes, edits and manages editorial content for INTERNET TELEPHONY, CUSTOMER and IoT Evolution magazine. She's also a regular contributor to TMCnet. Bernier was formerly editor in chief of xchange magazine, where she worked for more than 11 years. She’s also acted as a senior writer for Inter@ctive Week. Bernier got her start in telecom at Telephony magazine, where she spent nearly five years, leaving as the news director. Bernier also has been on the reporting staffs of various mainstream daily and weekly newspapers in Iowa, Minnesota and South Carolina.

 

Latest Articles

AI, CX, Emotional Intelligence & Love 07/06/2017
New Analytics, Machine Learning Tools Enable Better Customer Outcomes 07/06/2017
Xerox's Former BPO Effort Goes Independent: What to Expect from Conduent 07/06/2017
How AI is Changing Customer Service 03/07/2017
TMC Announces Customer of the Year Award Winners 03/07/2017
Accelerating Customer Experience Innovation 03/07/2017
People Power: CGS Ensures Customer Support Agents Are Successfully Prepared 03/07/2017
Report: Millennials are Media-Hungry, Multicultural, Opinionated & Loyal 03/06/2017
Zenmonics Customers Bank on Omnichannel CX 03/03/2017
AI, CX, Emotional Intelligence & Love 02/14/2017
Book Emphasizes Importance of Service Design 01/11/2017
Study Notes Contact Centers Are Increasingly Moving to the Cloud 11/07/2016
Genesys Purchases Interactive Intelligence, KKR Buys Calabrio 10/28/2016
TMC Announces CUSTOMER Contact Center Technology Award Winners 10/27/2016
Intraday Solutions 10/27/2016
How MyPillow Reduced Call Answer Times & Rewards Top Agents 10/27/2016
How Paychex is Employing Voice of the Customer 10/27/2016
Salesforce Announces Fiscal 2017 2Q Results 09/01/2016
CUSTOMER, TMC Name CRM Excellence Award Winners 08/31/2016
How Virtual Reality is Changing the Buying Experience 08/25/2016
CUSTOMER, TMC Reveal Speech Technology Excellence Award Winners 08/25/2016
Compliance Solutions 08/25/2016
Partner Duo to Help Service Providers Deliver Contact Center Solutions 08/25/2016
Jetlore Helps Companies Make Closer Connections with Customers 08/25/2016
Calabrio CEO Emphasizes the Importance of Work & Play 08/25/2016
CX M&A Ramps Up 08/25/2016
INTERNET TELEPHONY, TMC Name CRM Excellence Award Winners 07/28/2016
Surveys/Voice of the Customer 07/28/2016
Facebook's Plan to Take Over the World - Next Stop: Customer Service 07/28/2016
IOVOX Insights Delivers Google Analytics-Like Experience for Phone Calls 07/28/2016
You Have No Idea What You Want! 07/28/2016
Verint GM Talks About the Value of Engagement, Innovation & Teamwork 07/28/2016
BenchmarkPortal CEO Talks Value of Analysis, Benchmarking 07/07/2016
ShoreTel's Knight Tells Story of Transformation 07/06/2016
Jacada Bridges the Contact Center-Website Divide 07/06/2016
EvolveIP Reveals Contact Center Survey Results, Talks Cloud 07/05/2016
Knoah Solutions Goes Near-Shore, Ensures Agent Optimization 07/05/2016
Jabra: We're More Than a Headset Company 07/05/2016
Mediu Practice Helps Businesses Get Strategic With Customer Service 07/05/2016
ThinQ Brings Least Cost Routing to Toll-Free Numbers 07/01/2016
CallMiner Revs Up Its Engine, Helps CX Industry Learn & Share 06/30/2016
Etech Helps Customers Take Action, Better Address Quality 06/30/2016
3CLogic CCO Discusses the Importance of APIs, Integration 06/30/2016
Best Practices for Customer Support Reporting 06/24/2016
Call Recording 06/17/2016
Workato Brings Enterprise Apps Together 06/17/2016
Customer Service & the Internet of Things: How APIs, Speech Recognition Are Taking Things to the Next Level 06/17/2016
The Human Touch 06/17/2016
Salesforce to Buy Ecommerce Platform Provider Demandware for $2.8B 06/06/2016
Workforce Optimization 05/23/2016
Twitter Broadens Customer Service Play; Facebook to Bring Ads to Messenger 05/23/2016
CSPs Partner with Metaswitch & Telax to Deliver Contact Center Solutions 05/19/2016
New Report: Few Contact Centers Adequately Address Omni-Lingual Support 05/11/2016
Cyara Introduces Virtual Agent for the Desktop, a New Contact Center Testing Solution 05/05/2016
Temkin: Emotion is the Missing Piece of CX 04/27/2016
Maritz Companies Help Connect Employee Engagement & Customer Experience 04/27/2016
LiveHive Offers Preintegrated Solutions to Address Sales App Proliferation 04/19/2016
Wheelings & Dealings: Survey Outfit Wootric Raises $2.6M 04/19/2016
CRM & Sales Acceleration 03/31/2016
Communicator and Chief: How InfoCision is Assisting in Dr. Carson's Presidential Campaign 03/31/2016
MaritzCX Helps Businesses Understand, Improve Their Customer Experience 03/30/2016
Directly Adds Predictive Routing to On-Demand Help Desk Solution 03/22/2016
HCM Shifts to an Employee-First Stance 01/21/2016
How CRM Solutions Are Expanding to Address Customer Journey & Personalization 01/21/2016
Marketing Automation 01/21/2016
TMC Presents the CUSTOMER Product of the Year Award Winners 01/21/2016
How to Stretch IT Resources 01/21/2016
CRM, Sales Acceleration & All That Kind of Thing 12/29/2015
Where Call Center Outsourcing Is, and Where It's Heading 12/29/2015
Getting to Know Your Website Visitors 12/29/2015
CUSTOMER, TMC Reveal 2015 CUSTOMER Experience Excellence Award Winners 12/14/2015
Mexia Helps More Efficiently Engage with and Direct People and Resources 12/14/2015
Call Recording 12/14/2015
ZOOM's Vostry: Attitude Is Everything 12/14/2015
Gamification Can Help Employees Find New Meaning in Work And Can Drive Productivity in the Process 12/14/2015
CX: The Good and The Not-So-Great 12/14/2015
Beacons Move Back into the Spotlight 10/26/2015
In-App Messaging Meets Customers Where They Are 10/26/2015
Why Consumer Demand for Connected Home Products is on the Decline And What We Can Do About It 10/26/2015
Amazon's Dash Button Removes the Friction of Online Ordering 10/26/2015
Amex's Plenti Could Help Popularize Coalition Rewards Programs in the U.S. 10/26/2015
Lightning Strikes at Salesforce 10/26/2015
Salesforce Unveils Service Cloud Lightning Console, Service Wave Analytics App 10/26/2015
The Perfect Storm for Customer Churn (Or How to Give Better CX and Keep Afloat in the Competitive Marketplace) 10/26/2015
MSI Makes Customer Support Software Selection 10/23/2015
Disgruntled Apple Customer Calls Out Tim Cook 09/29/2015
InfoCision Chief of Staff Talks About 'Taking Your Customer Care to the Next Level' 08/31/2015
The Move to Mobile & Customer Satisfaction 08/31/2015
Opening the Next Chapter on Customer Care: New Book Explores How to Elevate CX 08/31/2015
Lightning Strikes at Salesforce: CRM Giant Retools UI, Enables Responsive Design 08/25/2015
TMC Announces 2015 CUSTOMER Contact Center Technology Award Winners 08/17/2015
After Its Initial Crash Landing, Autopilot Floats New Solution 08/17/2015
Callback with Lower Risk, Faster Implementation: Virtual Hold Technology Delivers Cloud-Based Solution 08/17/2015
MobileE2E Addresses Mobile Workforce with Apptrify 08/17/2015
Human Capital Management 08/17/2015
MaritzCX CEO Emphasizes the Importance of Drive, Passion & a Plan 08/17/2015
The Importance of Reducing Customer Effort, and Maybe Even Choice 08/17/2015
Why the Service Help Desk is Changing, and What It Looks Like 08/17/2015
Salesforce Brings Live Customer Service to Mobile Apps 06/25/2015
CUSTOMER, TMC Reveal Speech Technology Excellence Award Winners 06/24/2015