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CUSTOMER NEWS

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…

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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.

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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?

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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.

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Nest Uses UJET for Customer Service

By: Paula Bernier    9/28/2018

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

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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…

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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…

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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.

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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…

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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.

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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…

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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…

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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.

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[24]7.ai AIVA Get Emotional Intelligence

By: Paula Bernier    8/28/2018

[24]7.ai has imbued its virtual agent AIVA with emotional intelligence. That means the solution can now detect, acknowledge, and respond to user emoti…

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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.

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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.

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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 …

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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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