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CUSTOMER NEWS

3 Ways to Maximize Your WFM Investment

By: Susan J. Campbell    9/1/2015

For those who have ever worked in customer service, the phrase, "the customer is always right" can conjure up feelings of frustration. It's difficult …

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Contact Center Agents Can Be Either Generalists or Specialists, but Workforce Management Must Be Adaptable

By: Tracey E. Schelmetic    8/27/2015

There are some age-old matters of opinion in the world: toilet paper roll over or under? Beatles or Rolling Stones? Do dogs or cats make better pets? …

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Lightning Strikes at Salesforce: CRM Giant Retools UI, Enables Responsive Design

By: Paula Bernier    8/25/2015

In what Salesforce says is its biggest launch ever, the company has unveiled Salesforce Lightning, which represents a complete rebuild of its Sales Cl…

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Selecting a PPM Solution: Three Key Criteria

By: Special Guest    8/25/2015

Project Portfolio Management (PPM) software will bring several benefits to any organization, regardless of size, industry sector, or maturity. PPM sof…

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Have the 2015 Contact Center Predictions Come True?

By: Tracey E. Schelmetic    8/18/2015

So where did analysts get it right in their predictions? Mostly where it came to the use of big data analytics to drive efficiencies and improve proce…

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Reducing Cloud Anxiety in the Contact Center

By: Tracey E. Schelmetic    8/18/2015

Data security - another area of concern - is also at least as secure as it would be a premises-based solution. While it's true that contact centers ha…

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Mixing the Perfect Sales Cocktail

By: Special Guest    8/14/2015

Sales can be complicated! Whether you're a career sales professional or just starting your first sales job, being a good salesperson can be frustratin…

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Goodbye to Premise-based Contact Center Solutions Reformulated for the Cloud

By: Tracey E. Schelmetic    8/13/2015

With the explosive growth of the cloud contact center industry -- between 2008 and 2012, the cloud market grew by some 224 percent and shows no signs …

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Workforce Management That's Prepared for the Unexpected

By: Tracey E. Schelmetic    8/12/2015

Every contact center engages in some sort of workforce management (so do many other enterprise operations). It might be rudimentary and "good enough" …

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Why Do We Hate Our Callers?

By: Mark Bedard    8/10/2015

Let's put that in perspective. New communication mediums, protocols, and interaction methods are coming at us faster than we can blink. Yet, almost 2 …

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Why Every Contact Center Should Use Speech Analytics Technology

By: Special Guest    8/10/2015

If you own, manage or work in a contact center, your workplace can greatly benefit from the incorporation of speech analytics technology. Speech analy…

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What's Next for Workforce Management?

By: Tracey E. Schelmetic    8/5/2015

In the contact center, workforce management (WFM) has come a long way since its earliest days, which (for those of you youngsters) meant graph paper a…

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Ready to Add the Internet of Things Channels to the Contact Center Mix?

By: Tracey E. Schelmetic    8/5/2015

Is your contact center an integrated omnichannel wonder center that handles all customer communications, either inbound or inbound, regardless of comm…

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The Push to the Cloud Set to Turn Premise-Based Applications into Nostalgia

By: Tracey E. Schelmetic    7/30/2015

In about a decade, the transfer of knowledge to the cloud will be a distant memory. Young professional workers probably won't remember a time that the…

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Can You Improve Workforce Management With One Little Word?

By: Susan J. Campbell    7/28/2015

One of the most challenging exercises to complete is one in which you are asked to describe something in just one word. Most of us want access to seve…

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How Customer Centricity Can Accelerate Your Commercial Growth

By: Special Guest    7/23/2015

Customer service is the foundation upon which successful businesses are built. Customer wants and needs are constantly evolving, and great technology …

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T-Mobile Transforms its Customer Service Experience with Sparkcentral

By: Special Guest    7/23/2015

When T-Mobile branded themselves as the "un-carrier" in 2013, it was a game-changing moment in the telecommunications industry. Suddenly, customers we…

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Getting the Most Out of Your Workforce Management Investment

By: Susan J. Campbell    7/21/2015

Agents can easily input schedule and vacation requests directly into the system, eliminating the need to optimize a supervisor's time to do so. To eas…

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The Only Call Center Metrics That Counts Are the Ones that Make Your Customers Happier

By: Tracey E. Schelmetic    7/20/2015

Today, about 80 percent of contact centers collect some type of metrics, or operational telemetry about how their contact center works. Traditional me…

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The Basics of Workforce Management

By: Mae Kowalke    7/15/2015

Knowing how to get the most from a workforce management solution is not always immediately evident, however. Monet Software, which makes the cloud-bas…

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What's Behind a Great Customer Experience? 10 Factors that Lead to Happy Customers

By: Special Guest    7/14/2015

There's no denying it - happy customers are worth more money. And it's really not surprising, as anger or disappointment rarely leads to a spending sp…

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The Problem with Selling a Solution Before Finding the Problem

By: Special Guest    7/14/2015

Ever heard of 'putting the cart before the horse?' It's an old expression often used to suggest that one is doing something in the wrong order. It als…

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Better Training & Support Holds Key to Excellent WFM

By: Stefania Viscusi    7/13/2015

Companies today want to improve the bottom line and are on a constant hunt for ways to remain successful. Management must stay on the cutting edge of …

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Help Your Employees Cure the Summertime Blues

By: Special Guest    7/13/2015

Summer's finally here. For many of us that means BBQs, beach parties, and campouts. But with 74 million children out of school, it can also mean expen…

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Using the Quarterly Business Review to Reduce Customer Churn

By: Special Guest    7/8/2015

Customer churn is expensive. The best way to avoid it is to keep close tabs on the health of business relationships and address issues proactively rat…

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Improving the Customer Experience Begins With Improving the Agent Experience

By: Tracey E. Schelmetic    7/7/2015

As customers' expectations have been on the rise, so too has the complexity of the organization and the number of communications channels customers ca…

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Search Marketing Goes Mobile: What Marketers Need To Know

By: Special Guest    7/6/2015

Google searches take place more on mobile devices than on desktops in 10 countries including the U.S. and Japan. Though Google declined to disclose th…

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Building an Effective Strategy for Handling and Reducing Customer Complaints

By: Tracey E. Schelmetic    7/6/2015

It's not an easy task, and it takes a certain quality of person to remain upbeat even in the face of hostility and borderline abuse. There is, however…

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Four Tips to Drive Offline Sales

By: Special Guest    7/1/2015

Advertisements and valuable content can bring your audience to your website, but what is driving them to your store? Even though customers are able to…

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Key Considerations in Choosing Project Management Software

By: Larry Alton    7/1/2015

If you know anything about the average office employee, you know that they don't spend nearly as much time on task as they could. Indeed, a recent ana…

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Why You Need Workforce Management to Keep Your Good Agents

By: Susan J. Campbell    7/1/2015

As workforce management solution provider, Monet Software highlighted in a recent blog post, there are benefits to paying attention to these two chall…

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5 Ways Big Data Benefits Consumers

By: Larry Alton    6/26/2015

When many people think of big data, they think of the way the government and retailers gather consumer information for marketing and national security…

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Salesforce Brings Live Customer Service to Mobile Apps

By: Paula Bernier    6/25/2015

Everybody knows how attached we all are to our smartphones and tablets, and how it's become common to interact with the organizations with which we do…

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The True Value of Workforce Management Systems

By: Mae Kowalke    6/25/2015

Is workforce management software really necessary? Yes, and a recent deployment of Monet Software's Workforce Optimization suite shows why.

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Monet Software's Flurry of News Includes Salesforce Service Cloud Integration

By: Paula Bernier    6/22/2015

Monet Software now offers integration with Salesforce Service Cloud. CEO Chuck Ciarlo shared the news with TMCnet at Call Center Week in Las Vegas.

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This Call - or Email, or Chat, or Social Media Post - May be Monitored

By: Tracey E. Schelmetic    6/17/2015

Most people today are accustomed to having their calls to contact centers recorded. We know that companies use these calls to verify disputed transact…

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Five Questions You Can Answer with Workforce Analytics

By: Special Guest    6/15/2015

Workforce Analytics puts HR managers on the front lines of decision-making, and provides organizations with the facts and data they need to make strat…

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TMC Announces Winners of the 11th Annual Speech Technology Excellence Award

By: Special Guest    6/11/2015

The eleventh-annual Speech Technology Excellence Award, presented by CUSTOMER Magazine, honors companies who have demonstrated innovation in speech te…

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Designing Contact Center Layout for Quality and Success

By: Tracey E. Schelmetic    6/9/2015

All over the world, a trip to any contact center will find a similar design or layout: rows of spare cubicles with low walls, carpeted floors, and ais…

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Top Reasons Workforce Management Solutions Should Include Speech Analytics

By: Susan J. Campbell    6/8/2015

Has speech analytics become standard equipment within your contact center? While the adoption has not yet hit the mainstream like workforce management…

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U.S. Workforce Losing Job Security as Permanent Full-Time Jobs Become Scarcer

By: Tracey E. Schelmetic    6/5/2015

This isn't good news for the still-struggling American employment sector. Workers without job security cannot buy homes or automobiles, struggle to pa…

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5 Ways Workforce Management Can Improve Agent Performance

By: Susan J. Campbell    6/2/2015

When we talk about the benefits of automation in workforce management, it's easy to assume that automation in everything is the right way to go. While…

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Put an End to Customer Disasters with Workforce Management

By: Susan J. Campbell    5/28/2015

To ensure the proper approach to customer interactions, call center management must implement proper training and quality monitoring. Agents should tr…

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Quality Monitoring Becomes Complex for Multilingual Contact Centers

By: Tracey E. Schelmetic    5/27/2015

Most contact centers today have trouble finding the time to monitor agents in performance management programs as much as they would like. While many o…

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Trends to Boost Workforce Management Investments

By: Susan J. Campbell    5/20/2015

To that end, any technology investments have to be in platforms and applications that are easy to use and make sense to the user. If an agent has to u…

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Rhythm Systems Launches My Work and People EnergyMap Tools

By: Casey Houser    5/18/2015

Rhythm Systems, a developer of enterprise productivity programs, recently announced the launch of two collaboration tools, My Work and People EnergyMa…

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Taking the Guesswork Out of Contact Center Staffing

By: Special Guest    5/18/2015

Imagine if instead of using a sophisticated algorithm to produce its search results, Google employed a few employees who had to take search requests m…

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Keeping Costs in Check and Quality High in a Growing Contact Center Requires Workforce Management

By: Tracey E. Schelmetic    5/14/2015

Many contact centers today still schedule manually, or if they do use workforce management solutions, they're using software that is years (or decades…

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Improving Performance and Keeping Costs Contained with Workforce Management Technology

By: Tracey E. Schelmetic    5/5/2015

Finally, flexible scheduling - easily possible with a good workforce management solution but nearly impossible with spreadsheets or other manual metho…

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Do You Track Metrics for Contact Center Convenience or Customer Experience Quality?

By: Tracey E. Schelmetic    5/4/2015

Contact centers today have a great deal of data, and most of them use at least some of it to track certain performance metrics. While this is wise, it…

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