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…

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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.

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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…

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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…

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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…

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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.

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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…

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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…

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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…

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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…

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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 …

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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…

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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 …

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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…

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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…

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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…

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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.

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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…

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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…

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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…

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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…

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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, …

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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…

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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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