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…

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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…

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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…

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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 …

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Monet Unveils New WFO Software

By: Paula Bernier    6/12/2018

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

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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 …

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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…

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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.

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Listen, Learn, and Help - The Keys to Success

By: Paula Bernier    5/23/2018

This story is about the importance of anticipating needs, caring and addressing complaints in a timely manner, listening, and valuing people over proc…

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A Few Phrases for Your Call Center Script

By: Maurice Nagle    5/21/2018

Call center agents are instructed to always answer the phone with a smile, but beyond first impressions the language used over the course of a custome…

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Kronos and Microsoft Partner on Streamlining Reports and Requests

By: Ken Briodagh    5/16/2018

Kronos Incorporated will collaborate with Microsoft, via the Workforce Dimensions Technology Partner Program, on new solutions for easing workforce ma…

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Teleopti Brings AI to WFM

By: Paula Bernier    5/16/2018

Teleopti is employing AI that learns from customer data. This machine learning uses dynamic decision trees to allow for the creation and setting of sh…

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Speech Analytics: 5 Key Benefits for Contact Centers

By: Ken Briodagh    5/11/2018

Speech analytics can add lots of value and significant return from the customer service department of a contact center. Here, are five key things to e…

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Why Data Analytics Is Important to Employee Engagement, Retention

By: Paula Bernier    5/10/2018

Every time an employee makes an exit, you need to spend more time and money recruiting, hiring, onboarding, and getting new people up to speed. And wh…

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How Customer Service Can Get Onboard with Digital Transformation

By: Paula Bernier    5/4/2018

For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…

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How Workforce Management Delivers Better Outcomes

By: Paula Bernier    5/3/2018

Workforce management systems make the life of the call center manager far easier, and can add up to happier agents and more satisfied customers.

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Wonderful Business Tips for Future Success

By: Special Guest    4/30/2018

Succeeding in the competitive world of modern business is not easy, but there are a few things you can do to help you. For one thing, you need to thin…

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Data Analytics, Workflow Solutions Deliver Better Outcomes

By: Paula Bernier    4/30/2018

Systems that can analyze data from a variety of angles - and even visualize that data - can go a long way in helping organizations better understand w…

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CUSTOMER Magazine Announces Winners of 2nd Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    4/27/2018

TMC announced the winners of the 2017 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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Good to Great: How QM Helps You on That Journey

By: Paula Bernier    4/26/2018

Striving to improve by setting goals, making plans, learning, changing based on that new knowledge, and continually striving to get better and stronge…

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Amazon's Ring Adopts Aspect WFM Solution

By: Paula Bernier    4/25/2018

Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for customer service…

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Customer Loyalty Has Changed, Has Your Contact Center?

By: Erik Linask    4/21/2018

A large part of building loyalty involves customer service. Countless surveys have pointed to how quickly loyalty erodes following a poor customer ser…

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MyEyeDr Focuses on Vonage

By: Paula Bernier    4/20/2018

MyEyeDr, a national optometry services provider, has chosen Vonage to provide cloud-based solutions for its 6,000 employees.

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WFM Is All That and a Bag of Chips

By: Paula Bernier    4/10/2018

Workforce management software tracks employee time and attendance. But this simple definition of WFM may be deceiving, as WFM solutions do so much mor…

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What Are the Causes of Call Center Attrition?

By: Joanna Fanuko    4/10/2018

Call centers spend a lot of time and money on the rotating flux of new hires. Stress overloads and low salaries contribute to high attrition. Last yea…

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Enhancing the Contact Center One Step at a Time

By: Mandi Nowitz    4/5/2018

In a world that is consistently evolving, management is always looking for tools to enhance business and employee productivity. Customer service is ke…

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Are College Students a Good Fit for Your Call Center?

By: Maurice Nagle    4/4/2018

The hiring process is an important one, especially in the contact center. Some people simply are not a good fit for the environment, or the role for t…

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How to Enable Group Judgment

By: Paula Bernier    3/27/2018

Groupthink is a dirty word. It suggests that decision by committee tends to encourage conformity, and discourage creativity and individual accountabil…

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Say it Like You Mean It-Scripting for A Call Center

By: Mandi Nowitz    3/26/2018

Positive scripting is the act of creating a scripts and messages around the needs and wants of customers to keep them satisfied; to sell without sound…

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How to Improve Agent Productivity

By: Paula Bernier    3/20/2018

Businesses are always working to get more value out of their investments. And the biggest investment for call centers and contact centers are people. …

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Cloud-Based WFM or Bust

By: Paula Bernier    3/19/2018

An infographic from Monet Software illustrates the convenience, cost savings, and customer service benefits of cloud-based workforce management.

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Talent Benchmarking Creates the Best Contact Center Agent Profile

By: Mandi Nowitz    3/15/2018

The annual attrition rate in the contact center is 29 percent every year with the average agent lasting just over three years. Losing employees is cos…

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What's the Deal with Customer Segmentation?

By: Special Guest    3/15/2018

In a highly competitive market, it is critical for a marketer to know who the right person is for sending information about their latest marketing cam…

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What Makes for a Happy Call Center

By: Paula Bernier    3/14/2018

Working as a call center agent isn't easy. It can get repetitive, callers can be cranky, and sitting at a terminal all day can get uncomfortable. But,…

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How One Company Mastered Omnichannel Consumer Care

By: Special Guest    3/14/2018

To maintain a strong connection with consumers through active engagement and service, Dorel Juvenile added various communication channels to its overa…

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Winning Factors for B2B Customer Experiences - Speed, Personalization and Specialization

By: Special Guest    3/13/2018

No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to …

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Let Customers Know You Feel Their Pain

By: Paula Bernier    3/8/2018

Anybody who's ever dealt with a crabby teenager knows the value of choosing their words carefully. This same advice is handy when attending to an unha…

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Monet Highlights Benefits of Cloud-Based Contact Center WFM

By: Paula Bernier    3/7/2018

Check out Monet Software's new white paper. It explores the differences between cloud, premises-based, and hosted models as they relate to contact cen…

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Why It Pays to Treat Part-Timers the Same as Full-Timers

By: Paula Bernier    2/27/2018

Sometimes it's hard to remember to keep contract, part-time, and remote workers in the loop. But, organizations that do so will find their efforts wel…

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How WFM Enables Cost and Time Savings

By: Paula Bernier    2/27/2018

Workforce management has many cost-saving and productivity benefits. And WFM solutions that leverage technologies like AI, BI, and CTI can do even mor…

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Chasing Elusive Excellence in Customer Service: Why, and How to Get There

By: Special Guest    2/27/2018

Every company claims to be fixated on customer service, and yet data reveals that most brands are doing a terrible job when it comes to treating its c…

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Employee Retention Poses Consistent HR Challenge

By: Mandi Nowitz    2/23/2018

According to the 2018 SHRM/Globoforce Employee Recognition Report, the top workforce challenge is actually employee retention.

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Showpad Aims to Bridge the Gap Between Sales & Marketing

By: Paula Bernier    2/23/2018

Sales enablement is a popular software product category these days. Aragon Research has estimated the U.S. sales engagement market is worth $780 milli…

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Recipients of the 2018 CUSTOMER Products of the Year Award Announced

By: TMC    2/22/2018

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2018 CUST…

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Retail Disruptor Mavatar Participates in The Blockchain Event

By: Gerald Baldino    2/20/2018

Last Thursday, the cryptocurrency community gathered in Ft. Lauderdale for The Blockchain Event, a two-day conference collocated alongside ITEXPO desi…

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Monet Software Touts Benefits of Complete WFM/WFO

By: Paula Bernier    2/20/2018

Cloud-based call recording and workforce management solutions are helping to transform contact centers. Such solutions enable these organizations to m…

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Yorktel, Workfront Discuss the Importance of Workflow

By: Paula Bernier    2/14/2018

The words automation, collaboration, and digital and unified communications are used a lot in tech and telecom these days. But, what they're really al…

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Amadeus: Delivering an Exceptional Customer Experience

By: Special Guest    2/13/2018

The hospitality division of Amadeus delivers next generation business solutions based on open, cloud technology for hospitality organizations and offe…

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Optimizing Customer Feedback in the Workplace

By: Mandi Nowitz    2/13/2018

Management must ensure its employees are bringing up surveys as an option and not an obligation.

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A Sentimental Journey: Unified Office and Customer Sentiment Analysis at ITExpo

By: Cynthia S. Artin    2/13/2018

TCNIQ uses AI and data mining to detect and analyze sentiment and keywords in recorded phone calls.

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