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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Workforce Management Feeds Workforce Optimization

By: Tracey E. Schelmetic    2/14/2019

At its core, workforce management is about forecasting. It's about predicting the volume of customer contacts (calls, emails, etc.), using those predi…

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CUSTOMER Magazine Announces Winners of 3rd Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    2/13/2019

TMC announced today the winners of the 2018 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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CUSTOMER Magazine Announces Recipients of the 2018 Customer Experience Innovation Awards

By: CustomerZone360 News    2/12/2019

TMC announced today the winners of 2018 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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Bright Pattern, Paxyl Partner to Proliferate Omnichannel Contact Center Presence

By: Maurice Nagle    2/12/2019

Bright Pattern announced a new partnership with Paxyl Solutions, enabling the new partner to offer mid-market and enterprise customers user-friendly, …

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HIMSS to Serve as Stage for Spok Contact Center Solution Release

By: Maurice Nagle    2/11/2019

Spok Holdings is demonstrating its cloud-native enterprise communications platform that includes a fully integrated healthcare contact center with cli…

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Why Your Small Customer Support Operation Needs Workforce Management

By: Tracey E. Schelmetic    2/7/2019

Workforce management is for huge companies…right? In small contact centers or support centers, the hairy eyeball of the supervisor should be enough to…

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How to Identify and Eliminate the Pain Points across the Customer Journey

By: Special Guest    2/5/2019

Discovering the root cause of a customer experience friction point requires a classification model that incorporates an exhaustive list of that compan…

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Ending Team Silos By Improving Process Flows

By: Bill Yates    2/4/2019

Establishing communications links between software tools, as well as humans, can help prevent dangerous "team silos" from gaining a foothold in your o…

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The New Digital Workforce is Transforming the Workplace

By: Bill Yates    2/4/2019

The implementation of digital workers like AI and automation is transforming the very nature of human work.

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Survey: Sifting Through Security and Compliance Challenges While Striving To Deliver a Great CX

By: Special Guest    2/4/2019

Sift released a new survey tackling issues associated with ensuring innovative communications services that don't compromise privacy regulations or pe…

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Aligning Your Sales and Marketing Strategies for Maximum Results

By: Bill Yates    1/31/2019

Teach your sales and marketing departments to work together, and you'll have more success.

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Artificial Intelligence Is Driving New Virtual Assistant Tools in Customer Support

By: Tracey E. Schelmetic    1/31/2019

Artificial intelligence (AI) has been revolutionary for solutions that support networking, logistics, diagnosis, public safety and manufacturing. AI h…

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Assessing Contact Center Agents for Empathy Skills

By: Tracey E. Schelmetic    1/30/2019

If you run a contact center, you're probably proud of your agent training program. (If you're not, hopefully you're figuring out a way to change it.) …

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Contact Center Serving Solutions to Federal Employees Impacted by Shutdown

By: Maurice Nagle    1/23/2019

The partial government shutdown is impacting many people in many ways, but Eli Lily and Company is doing what it can to make sure diabetics are receiv…

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Is There a Place for Emojis in the Contact Center?

By: Tracey E. Schelmetic    1/22/2019

Most of us love emojis. Those little digital icons that convey love, happiness, anger, sadness, encouragement or revulsion have become integral to our…

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The 6 Essential Elements of a Professional Invoice

By: Special Guest    1/22/2019

No matter if you're a freelancer or a large company, providing professional invoices is an important part of the accounting and expense tracking proce…

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Second That Emotion: How Feelings Impact Brand Loyalty

By: Cynthia S. Artin    1/21/2019

Recent studies, including this from PWC, show that as popular as digital assistants and chatbots have become, human beings still appreciate the abilit…

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Zappix Announces Amazon Alexa Integration

By: Maurice Nagle    1/17/2019

Zappix announced integration with Amazon Alexa to elevate the customer experience. Unveiled at NRF's BIG Show this week, the new integration will be a…

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Incessant Tech: Redefining the Future of Work with Digital Automation Strategies

By: Erik Linask    1/9/2019

As businesses continue to undergo their digital transformation projects, many of them are looking to automation as part of the answer. Hear more at Fu…

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There a CRM for Shopify? Yes, Here Are its Best Features

By: Special Guest    1/9/2019

Shopify has quickly become one of the top players in the ecommerce space with a user-friendly interface for e-tailers around the world. A major factor…

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Kronos Notes Importance of AI, ML

By: Paula Bernier    1/9/2019

The Workforce Institute at Kronos in its 2019 predictions notes that artificial intelligence and machine learning are among the key trends impacting w…

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Wounded Warrior Project Picks Talkdesk

By: Maurice Nagle    1/8/2019

Wounded Warrior Project (WWP) announced the selection of Talkdesk's enterprise contact center platform to support the WWP's warrior Resource Center in…

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Speech Analytics, WFO Make Contact Centers Smarter

By: Paula Bernier    1/8/2019

Contact centers are becoming more sophisticated in their ability to analyze and act on customer behavior. Speech analytics and workforce optimization …

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Thirty Tech Trends from Wikibrands and Thirty CX Intersections

By: Special Guest    1/7/2019

Sean Moffit, managing director @wikibrands, last year published this infographic of what he sees as "The 30 Technologies of the Next Decade." Robert B…

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Thirty Tech Trends from Wikibrands and Thirty CX Intersections

By: Special Guest    1/7/2019

Sean Moffit, managing director @wikibrands, last year published this infographic of what he sees as "The 30 Technologies of the Next Decade." Robert B…

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Advanced WFM Software is Worth the Investment

By: Paula Bernier    1/4/2019

Advanced WFM software can create great new efficiencies that lower costs, free people from repetitive work, allow them to focus on more important thin…

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Vector Capital to Acquire Aspect Software

By: Maurice Nagle    1/3/2019

Workforce optimization market leader Aspect Software announced a definitive merger agreement to be purchased by Vector Capital. The deal involves $100…

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More Intelligent, More Intuitive, More Adaptive: Contact Center Software for A New Year

By: Cynthia S. Artin    1/2/2019

Heading into 2019, year-end trendspotting is surfacing predictions for the future of nearly every form of technology, and after years of software disr…

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Are Password Laws the Solution to Combatting Growing Fraud? Or Should We Be Doing More?

By: Special Guest    12/27/2018

To say that identity theft and fraud is a major issue is an understatement. In fact, odds are you or someone you know is one of the record 16.7 millio…

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Bright Pattern Partners with VION

By: Maurice Nagle    12/27/2018

Bright Pattern announced a new partnership with VION Consulting. VION will be able to better serve contact centers in the Philippines, India, Malaysia…

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AI Can Improve Workforce Management

By: Paula Bernier    12/26/2018

AI is changing how work is done in customer service and contact centers. For example, AI can streamline and improve scheduling in such environments.

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Conversational AI Outfit Pypestream Raises $15M+

By: Paula Bernier    12/18/2018

Conversational enterprise AI company Pypestream has garnered more than $15 million in new funding. Insurance company W.R. Berkley led the round.

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Coaching Helps Organizations Grow Talent

By: Paula Bernier    12/17/2018

This piece discusses the important role of coaching in professional and organizational growth and success.

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AVOXI Announces Successful Round of Financing

By: Maurice Nagle    12/14/2018

CaaS provider AVOXI announced a $10M round of funding from Ballast Point Ventures (BPV). The influx of funds will go toward product development, marke…

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Building Contact Center Solutions for Modern Businesses

By: Erik Linask    12/13/2018

A follow up on my conversation with Noble Systems and how it's handling tech trends to deliver contact center solutions for today's businesses.

Read More Assessment of Customer Service

By: Special Guest    12/13/2018

Custom writing services are a major help for many college students, especially those students that are feeling overwhelmed. Compared to high school, c…

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5 Ways to Boost Your Hiring Process

By: Special Guest    12/12/2018

With today's competitive marketplace, organizations are quickly finding ways to reach the best talent quickly. A lengthy and complicated hiring proces…

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How to Manage Holiday Time-Off Requests

By: Paula Bernier    12/7/2018

A strategy and a bit of planning can help organizations better manage holiday scheduling and staffing.

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AI & NLP on Display in Dialpad Support

By: Maurice Nagle    12/7/2018

Dialpad announced the arrival of Dialpad Support for call centers, an Artificial Intelligence-powered contact center solution bringing together natura…

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Handling Workplace Stress From the Employee's Perspective

By: Special Guest    12/7/2018

There tends to be a lot of advice out there with regard to how to keep an employee happy and keep workplace stress at bay. It often involves incentive…

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How to Assess Contact Center Success

By: Paula Bernier    12/6/2018

Different organizations may have varying ideas of what makes for a good contact center. But, as in many areas of business, there are widely accepted b…

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The Importance of Great Service to Your Online Customers

By: Special Guest    12/6/2018

Anyone that sells products or services online has to remember that there is a huge amount of competition from rivals. Most people these days make purc…

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