customer

CUSTOMER NEWS

Innovative Ways to Make Visual IVR Work For You

By: Erik Linask    6/24/2019

Visual IVR merges IVR with digital technology, bringing it to smartphone and other digital device screens to give customers a user-friendly and easy-t…

Read More

County Council Selects Verint to Improve Engagement

By: Maurice Nagle    6/20/2019

The Hertfordshire County Council recently announced the selection of Verint's government and public sector portfolio, making the management of governm…

Read More

DVSAnalytics Announces Salesforce Integration

By: Maurice Nagle    6/18/2019

DVSAnalytics announced an advanced Salesforce integration for the Encore Workforce Optimization (WFO). The quality management and WFO firm is engineer…

Read More

Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers

By: Erik Linask    6/18/2019

Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.

Read More

Tips for the 'Nesting' Stage of Call Center Agents

By: Tracey E. Schelmetic    6/18/2019

What is "nesting?" Nesting, sometimes known as the transition stage, is the point at which new call center hires are finished with their classroom tra…

Read More

Creating Custom IVR Applications for Your Contact Center

By: Erik Linask    6/17/2019

When most people think "IVR," they think of the basic inbound IVR systems that, frankly, don't do the modern IVR justice. Today's IVR systems can do m…

Read More

Finance Industry Banking on AI to Improve the Customer Experience

By: Laura Stotler    6/13/2019

The use of AI and automation is on the rise in the banking, financial services and insurance sectors. Financial customer service is an ideal fit for a…

Read More

Motivation and Rewards Are Essential to a High Functioning Workforce

By: Tracey E. Schelmetic    6/13/2019

While there are many moving parts to properly managing a workforce, it's the soft skills - the ability to understand and motivate people - that often …

Read More

CallCabinet, Call Journey Unveil Contact Center Solution

By: Maurice Nagle    6/12/2019

CallCabinet announced a new partnership with Call Journey to introduce conversation analytics to an already robust call recording solution.

Read More

Trends that will Improve the Customer Service Experience in 2020

By: Special Guest    6/12/2019

Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…

Read More

Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?

By: Shrey Fadia    6/11/2019

Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center…

Read More

Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19

By: Special Guest    6/11/2019

Even as companies in the contact center and "CX" industry continue to push self-service, chatbots, social messaging apps and "automation" that enable …

Read More

Increasing Contact Center Efficiency While Reducing Costs

By: Erik Linask    6/10/2019

Modern contact center technologies allow customer service teams to operate much more efficiently to reduce cost per interaction, increase customer sat…

Read More

What is Workforce Management and Why Do I Need it in 2019?

By: Stefania Viscusi    6/7/2019

As older workforce retires and makes way for younger Millennials and Gen Y, even the style in which workforces are being managed is shifting. All of t…

Read More

Business Tips Every Beginner Must Know

By: Special Guest    6/7/2019

There's no doubt that running a business takes a lot of time and effort. For someone who has just begun in this field, it's important that you have a …

Read More

New Growth and New Customers for 8x8 Contact Center

By: Tracey E. Schelmetic    6/6/2019

The goal of a cloud-based contact center solution should be to enable an optimal customer experience by matching each customer with the best agent, re…

Read More

Can Software Truly Improve Performance and Outcomes for Large Contact Center BPOs?

By: Shrey Fadia    6/6/2019

High turnover translates into high costs for recruiting and training, diminished employee productivity, and low morale among the very people who are i…

Read More

Using Analytics to Improve Workforce Management

By: Laura Stotler    6/6/2019

Most businesses collect and store huge amounts of data as a routine course of action. But often that data sits unanalyzed. A proper WFM solution can p…

Read More

Getting to Know Your Customers: How IVR Helps Make Surveys Fast and Effective

By: Erik Linask    6/3/2019

How much do you know about your customers, their experiences, and their needs? The fact is, the more you know, the more you are able to adapt your ent…

Read More

Monet Solution Makes Club Med Contact Center Scheduling a Day at the Beach

By: Laura Stotler    5/31/2019

Club Med's use of spreadsheets to schedule its contact center agents and forecast customer service demand levels was outdated and unreliable. The comp…

Read More

Workforce Management Today: Overseeing Multi-generational Employees

By: Stefania Viscusi    5/31/2019

Today's workplace is more diverse than ever before. As Baby Boomers transition out of their roles and Gen Y enters, the age range of workers is expans…

Read More

Promero, BrightPattern Partner to Provide Omnichannel

By: Maurice Nagle    5/30/2019

BrightPattern and Promero unveiled a new partnership, which brings together a midsize and enterprise contact center software provider and a CX firm wi…

Read More

Are You Leveraging Your Greatest Asset for Advocacy?

By: Erik Linask    5/28/2019

When it comes to customer engagement, there's no better resource than your brand advocates. With so many buying options, advocacy carries more weight …

Read More

Why Call Centers Need WFM

By: Stefania Viscusi    5/22/2019

Call centers have become a key focus for businesses when it comes to growth and brand loyalty. Once viewed simply as "cost centers," or a place to man…

Read More

In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics

By: Arti Loftus    5/21/2019

All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.

Read More

Preventing Customer and Agent Turnover Is Your Best Workforce Management Strategy

By: Tracey E. Schelmetic    5/21/2019

In the contact center, managers spend a great deal of time preventing turnover. Customer turnover, since it costs far more to acquire a new customer t…

Read More

TechnologyOne Turns to Cloud Communications

By: Maurice Nagle    5/20/2019

Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…

Read More

Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?

By: Arti Loftus    5/20/2019

Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…

Read More

Making Your Entire Organization Part of the Unified Customer Experience

By: Erik Linask    5/20/2019

In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…

Read More

Verint Unveils WFM Industry First

By: Maurice Nagle    5/17/2019

Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …

Read More

Appian Intelligent Contact Center Sees Twilio Addition

By: Maurice Nagle    5/16/2019

Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…

Read More

Reversing the Call Center Turnover Trend

By: Laura Stotler    5/14/2019

Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…

Read More

Is Your Contact Center Ready for Millennials?

By: Erik Linask    5/13/2019

As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…

Read More

Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle    5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…

Read More

Overcoming WFM Implementation Hurdles

By: Maurice Nagle    5/10/2019

The contact center is littered with obstacles. Well, allow me to clarify. Without the proper solutions in place the contact center is littered with ob…

Read More

Call Center Agents In No Danger of Being Replaced by AI Anytime Soon

By: Laura Stotler    5/10/2019

AI is often viewed as a threat to human jobs, particularly in the call center. But given its limitations, expense and the fact that callers prefer to …

Read More

TCN, Envision Team Up on Workforce Optimization

By: Maurice Nagle    5/8/2019

TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…

Read More

Will Artificial Intelligence Replace Agents in Your Contact Center?

By: Erik Linask    5/6/2019

Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…

Read More

Verint Adds to VoC Suite

By: Maurice Nagle    5/1/2019

Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…

Read More

Low Customer Churn Doesn't Mean Customers Are Happy

By: Tracey E. Schelmetic    4/30/2019

Providing great customer support is expensive and time-consuming. Many organizations are tempted to cut corners, particularly when their customer chur…

Read More

Combating Burnout in the Call Center

By: Maurice Nagle    4/30/2019

Burnout is not something to take lightly. From time to time we all need to take a "mental health day" or employ practices to combat the drain from out…

Read More

Women Veterans Can Now Text with VA Call Center

By: Erik Linask    4/29/2019

The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…

Read More

8 Reasons to Offer a Callback Service in Your Contact Center

By: Erik Linask    4/29/2019

Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…

Read More

A Hybrid Cloud Approach Practical for Contact Centers

By: Laura Stotler    4/29/2019

Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…

Read More

On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

Read More

Inference Eases Virtual Agent Development and Deployment

By: Maurice Nagle    4/24/2019

Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…

Read More

Help Your Call Center Agents Through 'Worst Case Scenarios'

By: Tracey E. Schelmetic    4/23/2019

Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…

Read More

Why Video Can Differentiate Your Customer Experience

By: Erik Linask    4/22/2019

Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…

Read More

A Dynamic and Flexible Approach to Workforce Management in the Contact Center

By: Laura Stotler    4/22/2019

Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…

Read More