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.

Read More

WFM Allows for Variety - The Spice of Life

By: Paula Bernier    10/17/2018

Workforce management software can allow contact center managers to schedule agents to do a greater variety of tasks. That can serve to keep things mor…

Read More

Cloud-Based WFM Delivers Broad Benefits

By: Paula Bernier    10/12/2018

WFM software available through the cloud makes it fast and easy for remote workers to tap into the contact center resources they need to get the job d…

Read More

What Managers Can Learn from Office Space

By: Paula Bernier    10/4/2018

Bill Lumbergh showed us what not to do. Here are a few tips on what good managers actually do.

Read More

WFO, WFM Can Lower Costs, Increase Value of Contact Centers

By: Paula Bernier    10/2/2018

So what are workforce optimization, workforce management, and analytics? And what are the benefits of such solutions?

Read More

CUSTOMER Magazine Announces Winners of the 2018 Contact Center Excellence Award

By: CustomerZone360 News    10/1/2018

TMC announced the winners of its 13th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

Read More

Nest Uses UJET for Customer Service

By: Paula Bernier    9/28/2018

Nest Labs Inc. has alighted on UJET Inc.'s customer service software.

Read More

Avoid These 5 Pitfalls When Using Technology to Deliver a Great B2B Customer ExperienceRobert C. Johnson

By: Special Guest    9/28/2018

When new technologies emerge and generate a lot of buzz, it's tempting to embrace them, but it's important to assess their utility in delivering a gre…

Read More

4 CRM mistakes that need to be conquered in your business

By: Special Guest    9/21/2018

For some businesses, it's something of a last thought. However, for those that really want to go the extra mile for their customers, investing in a so…

Read More

How to make customers love your next conference stall

By: Special Guest    9/21/2018

They are not going to work for every business out there, but some absolutely rely on the advantages that conferences bring to the table.

Read More

How WFM Messaging Can Drive Engagement, Improvement

By: Paula Bernier    9/20/2018

WFM messaging is an ideal way to get the word out about campaign efforts, company updates, and training logistics. Contact center managers can use mes…

Read More

Adherence, AI, Integration Key to WFO

By: Paula Bernier    9/11/2018

There are a few other things businesses should look for in their WFO solutions. Here's a quick rundown of some of them.

Read More

Study Illustrates Problems of Workplace Interruptions, Busy Work

By: Paula Bernier    9/10/2018

Interruption in the workplace is having a major negative impact on productivity. That's according to new research by Kronos Inc.'s The Workforce Insti…

Read More

Ensuring Quality in Quality Management

By: Maurice Nagle    9/7/2018

In the contact center, each interaction serves as an opportunity. Business can build a reputation for exceptional customer service, or conversely beco…

Read More

How to Prevent Call Center Idle Time

By: Paula Bernier    9/7/2018

There are things that people who oversee contact centers can do to ensure their workers spend more time helping customers and less time sitting idle.

Read More

[24] AIVA Get Emotional Intelligence

By: Paula Bernier    8/28/2018

[24] has imbued its virtual agent AIVA with emotional intelligence. That means the solution can now detect, acknowledge, and respond to user emoti…

Read More

Monet Launches WFM Integration with Amazon Connect

By: Paula Bernier    8/27/2018

Monet Software today announced an integrated offering with Amazon Connect, the online giant's cloud-based contact center service.

Read More

Google Duplex Makes AI Assistants Incredibly Lifelike

By: Paula Bernier    8/23/2018

Artificial intelligence is not perfect. But it's pretty darned good. Just consider the AI assistant Duplex that Google demonstrated in May.

Read More

Crafting Call Center Scheduling with WFM

By: Maurice Nagle    8/17/2018

Workforce management (WFM) software is crucial to creating an environment for success in your call center. Applied appropriately and the results will …

Read More

Proven Techniques to Engage Survey Respondents

By: Special Guest    8/15/2018

Most businesses rely on surveys to gauge the opinions and needs of their customers, and many are finding a decline in survey response rates and low re…

Read More

CUSTOMER Magazine Announces Winners of the 2018 CRM Excellence Award

By: CustomerZone360 News    8/13/2018

TMC announced the winners of their 19th Annual CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

Read More

4 Reasons Your Amazon Affiliate Store Isn't Making Money

By: Special Guest    8/10/2018

If you have an affiliate store with Amazon and you aren't making any money, we understand the frustration. You've put in hours of work building your s…

Read More

Randstad Survey Showcases Strengths in Multigenerational Workforce

By: Maurice Nagle    8/8/2018

Randstad US unveiled the results of the quarterly Randstad Workmonitor Q2 2018 report, highlighting that 9 in 10 workers prefer a multigenerational wo…

Read More

7 Tips for Outsourcing Your Human Resources Department

By: Special Guest    8/7/2018

When your business starts growing and you need to hire additional talent, this is an exciting time. With more people working in your company, there is…

Read More

Call Recording, QM & Speech Analytics Add Up to Greater Value

By: Paula Bernier    8/6/2018

Speech analytics can make call recording more useful and quality management more impactful.

Read More

How To Use Clever Campaign Reporting And Preference Centers To Help Your Business Thrive

By: Special Guest    8/2/2018

When running a marketing campaign, it's indeed important to deliver your message the right way. That way, you will not only be sure of a future conver…

Read More

Emerging Technology: The Solution to Today's Aging Workforce

By: Special Guest    7/30/2018

It's no secret that industrial industries are being impacted by the aging workforce. In fact, Gartner recently reported this trend as one of the top c…

Read More

Why Customer Service Should Matter in Your Life

By: Special Guest    7/19/2018

There are a lot of things out there that matter for businesses, but it's also important to think about what matters for us as consumers. When we go sh…

Read More

Salesforce Einstein Improves Lids Email Marketing Performance

By: Paula Bernier    7/18/2018

Hat retailer Lids recently adopted Salesforce Einstein to send more personalized communications to a more targeted email list to get better program pe…

Read More

AI & The Future of Work

By: Paula Bernier    7/16/2018

Businesses have to figure out how The Future of Work fits into their strategies and how they can use advanced technology platforms - including AI and …

Read More

Does Your Credit Card Network Matter?

By: Special Guest    7/13/2018

The news that American Express appears on the verge of overtaking Mastercard in terms of market share isn't the kind of breaking headline that sends m…

Read More

Don't Overlook Desktop Analytics

By: Maurice Nagle    7/12/2018

Monitoring is key in the contact center. Recording conversations, analyzing and digging into the data to develop best practice for agents is vital to …

Read More

Best NYC boroughs for IT experts

By: Special Guest    7/12/2018

Arguably, New York City is the financial capital of the world. In NYC, one can find an abundance of small, medium and big businesses, which range from…

Read More

Advantages of a Good Patch Management Strategy

By: Special Guest    7/12/2018

Having good patch management solutions and strategies is essential because it allows for a greater degree of control in keeping information systems up…

Read More

3DD - Advantages of a Good Patch Management Strategy

By: Special Guest    7/12/2018

Having good patch management solutions and strategies is essential because it allows for a greater degree of control in keeping information systems up…

Read More

What the future of Customer Service holds, as foretold by the History of Customer Service.

By: Special Guest    7/10/2018

What the future of Customer Service holds, as foretold by the History of Customer Service.

Read More

ASA, WFM Key to Keeping Call Abandonment Down

By: Maurice Nagle    7/5/2018

The struggle with call abandonment is not a new occurrence for call centers. People lose patience, and within minutes of sitting on hold enjoying a lo…

Read More

Choose Your Words Wisely for Optimal CX

By: Paula Bernier    7/3/2018

Words matter. So businesses and individuals need to consider their word choices and sentiment when interacting with customers and prospects. They shou…

Read More

Engage your employees with the best activities - Let your team feel good

By: Special Guest    7/3/2018

With time, an increasingly large number of organizations have begun to realize the necessity to act on a local level in order to set an impact on empl…

Read More

In Asset Management, Zebra Shows New Stripes

By: Cynthia S. Artin    6/28/2018

Sometimes it's the least sexy applications that drive the most value, and in the world of Industrial IoT, Zebra Technologies has announced an innovati…

Read More

5 Overlooked Marketing Technologies that Will Help You Increase Sales

By: Special Guest    6/25/2018

Your sales and marketing teams should work together like a well-oiled machine, passing leads from marketing to sales for them to close the deal with, …

Read More

Israel Doesn't Want Customers Left Waiting

By: Paula Bernier    6/20/2018

New Israel Ministry of Communications requirements deem communications companies can't keep callers waiting for customer service longer than six minut…

Read More

Reports Address AI Adoption, Best Practices

By: Paula Bernier    6/19/2018

AI is ideal for helping with simple things like password resets. That can quickly add up to significant cost savings, it says, and work as proof point…

Read More

How digital customer service revolutionized the beauty industry

By: Special Guest    6/19/2018

The beauty industry isn't often associated with the latest technological advancements in customer service, but this has been steadily changing in rece…

Read More

Compelling Business Benefits of Enterprise IT Integration

By: Special Guest    6/18/2018

Enterprises today face struggle with distinct types of IT integration challenges. They deal with static applications, cloud applications, etc. The tri…

Read More

A Beginner's Guide to Open Access Automation Software

By: Special Guest    6/13/2018

What does Open Automation Software do? The question is more what it doesn't do. When it comes to industry automation, the OAS product lines allow for …

Read More

Monet Unveils New WFO Software

By: Paula Bernier    6/12/2018

Monet Software has released a new version of its workforce optimization suite.

Read More

The Cost to Business of Fake and Misleading Resume Information

By: Special Guest    6/5/2018

Poor hiring decisions have been known to wreak havoc on businesses, inflicting costs in finances and weakening the community's sense of overall trust …

Read More

How Contact Centers Can Get Best Agent Results

By: Paula Bernier    6/4/2018

To get the best out of the best people, contact centers need to arm agents with the technology they to succeed in their jobs. Solutions like workforce…

Read More

How to Keep Remote Workers Engaged

By: Paula Bernier    6/1/2018

To get the most of our remote employees and contractors, organizations should have a strategy and the right tools in place.

Read More