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CUSTOMER NEWS

NICE Compliance Center Comes to Market

By: Maurice Nagle    8/21/2017

Today, NICE unveiled the NICE Compliance Center, a fully compliant call recording solution for the contact center industry, which brings together end-…

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NICE Compliance Center Comes to Market

By: Maurice Nagle    8/21/2017

Today, NICE unveiled the NICE Compliance Center, a fully compliant call recording solution for the contact center industry, which brings together end-…

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Unstructured Content: An Untapped Fuel Source for AI and Machine Learning

By: Special Guest    8/21/2017

Would you choose where to go on vacation if you could only access 10 to 20 percent of the reviews and information on a travel website? If you do, you …

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ZOOM International Unveils Omnichannel Search Engine

By: Paula Bernier    8/21/2017

ZOOM International has come out with a new tool that enables contact center managers to find and analyze omnichannel interactions via a few mouse clic…

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Call Recording Week in Review: Vertafore, CallMiner, Verint & More

By: Maurice Nagle    8/19/2017

Call recording is far more than just quality assurance; from training and sales, to compliance and customer service, a robust call recording system is…

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Contact Center Solutions Week in Review: Fonolo, NewVoiceMedia, Verint & More

By: Maurice Nagle    8/19/2017

The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock…

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Employee Advocates - Your Untapped Marketing Resource

By: Erik Linask    8/18/2017

As a business, if you're engaged on social channels with customers and prospects - and if you're not, you should quickly examine your engagement strat…

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DYL Teams Up With Vertafore to Improve Agent Experience

By: Alicia Young    8/18/2017

In an attempt to further improve the call center process, DYL has taken measures to fully integrate with Vertafore, one of the most popular insurance …

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Fonolo Call-Back Now Available to Talkdesk Users

By: Maurice Nagle    8/17/2017

This week, Fonolo announced that its cloud-based call-back solutions are available to Talkdesk-powered contact centers, and are coming soon to AppConn…

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Emergency Services Call Recording Goes Omnichannel

By: Maurice Nagle    8/17/2017

Verint unveiled Verint Recording for Public Safety, an omnichannel recording solution more than capable of keeping up with the digital age.

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The Importance of Reporting & Analytics in Call Monitoring

By: Alicia Young    8/16/2017

One of the key components needed for successful call monitoring is reporting and analytics. Recording all calls is step one when it comes to collectin…

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NewVoiceMedia Names New President & COO

By: Maurice Nagle    8/16/2017

NewVoiceMedia named Dennis Fois President and Chief Operating Officer. With Fois joining the team, he brings with him over 25 years of experience, whi…

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Monet Brings WFM to Salesforce Service Cloud

By: Alicia Young    8/16/2017

Monet Software has integrated its WFM solution into Salesforce Service Cloud. According to the announcement, "Seamless integration between the two eff…

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Nine Points to Keep in Mind when Monitoring Calls

By: Alicia Young    8/15/2017

According to The Call Evaluation Model, which is a registered trademark of Resource International, there are nine key ingredients on which to base a c…

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CallMiner Speaks the Language of Business

By: Maurice Nagle    8/15/2017

Customer engagement analytics firm CallMiner announced multi-language support to provide its speech analytics services around the world. As of today, …

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Devlin Joins ZOOM International

By: Paula Bernier    8/15/2017

Communications industry veteran Bill Devlin has taken over as vice president of worldwide product management at ZOOM International. This news comes le…

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Credit Card Company Chooses Verint Customer Engagement Solutions

By: Maurice Nagle    8/14/2017

Today, a leading credit card company announced the implementation of a number of Verint contact center solutions to transform operations and arm agent…

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CRM for Small Business Owners

By: Special Guest    8/14/2017

Maintaining relationships with customers and clients is essential in any field, form, or size of business, especially small business. Because small bu…

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Contact Center Solutions Week in Review: L.L. Bean, GE, JetBlue & More

By: Maurice Nagle    8/12/2017

The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock…

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Call Recording Week in Review: TelStrat, Citrix, Voxbone & More

By: Maurice Nagle    8/12/2017

Call recording is far more than just quality assurance; from training and sales, to compliance and customer service, a robust call recording system is…

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JetBlue: Brand New Customer Experience Coming Soon

By: Maurice Nagle    8/11/2017

Off the top of my head, if asked what industry has the worst customer service, without question number one with a bullet is the Airline industry. This…

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VoiceBase, Voxbone Unveil Speech Analytics Service

By: Maurice Nagle    8/10/2017

VoiceBase and Voxbone announced a new partnership where customers using Voxbone communications services have pre-integrated access to the VoiceBase po…

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GE's AI CX Spinoff Raises $5M

By: Paula Bernier    8/10/2017

GE has spun off the customer service machine learning company it bought late last year. The new entity is called SmartAssist.io. And last week the for…

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Verba Technologies Certified as Citrix Ready

By: Alicia Young    8/10/2017

After a rigorous verification process, Verba's Collaboration Compliance and Recording Platform has been verified as Citrix Ready. It is now officially…

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STARTEK Receives Award for Competitive Strategy Innovation and Leadership

By: Alicia Young    8/10/2017

Frost & Sullivan announced this week that it has recognized STARTEK with the 2017 North American Frost & Sullivan Award for Competitive Strategy Innov…

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Thomson Reuters Addresses MiFID II Unbundling

By: Paula Bernier    8/9/2017

Thomson Reuters recently updated its financial desktop Eikon to address MiFID II research unbundling requirements.

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Employee Morale Slipping? Implement These Fun Changes

By: Alicia Young    8/9/2017

Letting employee morale slip can be especially dangerous in a call center. Although customers may be interacting with agents through the phone or via …

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The Impact of Translation in Business

By: Special Guest    8/8/2017

Most businesses today are going global, as transportation, communication and technology continue to further develop and boost international commerce. …

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L.L. Bean Bests Amazon's Customer Service

By: Paula Bernier    8/7/2017

Prosper Insights & Analytics recently published its latest Customer Service Champions ranking. And, for the third year in a row, L.L. Bean came in at …

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BITS Ready to 'Engage' Customers and Workforce

By: Maurice Nagle    8/7/2017

Today, TelStrat International, Ltd. announced that the TelStrat Engage WFO SaaS was selected as the exclusive call recording and workforce optimizatio…

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Chatbots Elevate Customer Service Agents to More Strategic Roles

By: Special Guest    8/7/2017

If you believe all the hype, chatbots and artificial intelligence (AI) are destined to completely replace customer service (CS) agents. However, data …

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Three Tips for Successful Agent Training

By: Alicia Young    8/7/2017

Once managers actually figure out which candidates they want to hire, they have to go through yet another long process: training. New hire training sh…

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Chatbots and Apps Perfect for Small Business

By: David Reimherr    8/7/2017

Today, small businesses must keep up with consumer communications just like the bigger corporations. To do that, they must rely on artificial intellig…

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Call Recording Week in Review: Genesys, ASC, GRPD & More

By: Maurice Nagle    8/5/2017

Call recording is far more than just quality assurance; from training and sales, to compliance and customer service, a robust call recording system is…

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Contact Center Solutions Week in Review: NewVoiceMedia, NICE, TCN & More

By: Maurice Nagle    8/5/2017

The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock…

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Transparency is Key to Avoiding Call Recording Grey Areas

By: Alicia Young    8/3/2017

In early December 2016, the Grand Rapids Police internal investigators discovered that a phone line marked "non-recorded" had in fact been recording s…

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Genesys PureCloud Exceeds Frost & Sullivan Expectations

By: Maurice Nagle    8/3/2017

Genesys announced this week that PureCloud now supports more than one million interactions daily. The cloud-based customer engagement and employee col…

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10 Ways to Increase Conversions on Your Site

By: Drew Hendricks    8/3/2017

Let's be real: as fun and challenging as marketing can be, the best strategy in the world doesn't matter if it doesn't result in conversions. Revenue …

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BeachBody Gets Contact Center Boost with SingleComm Solution

By: Maurice Nagle    8/2/2017

When you hear the name Shaun T, what comes to mind? For me, it's Beachbody INSANITY, and the entertaining infomercials. While time after time I've pon…

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Building the Trust Factor for Your Brand

By: David Reimherr    8/2/2017

A customer should see your logo or know your brand and feel confidence when they engage with you. One person that is more than aware of the power of t…

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Call Recording Can Increase Responsiveness

By: Paula Bernier    8/2/2017

Providing people with the ability to reach your organization - and, when no one is available, leave a recorded message - can be helpful to both you an…

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TCN, Global Connect Win Patent Infringement Appeal

By: Maurice Nagle    8/2/2017

Cloud-based contact center solution provider TCN and cloud-based communications provider Global Connect announced this week that, after five-plus long…

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Survey Results Indicate Need for Workforce Management Tools

By: Alicia Young    8/1/2017

CFI Group, a firm that specializes in delivering customer experience measurement and business insights, has released the results of the 2017 Contact C…

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CXone: Cloud Powered, Contact Center Approved

By: Maurice Nagle    8/1/2017

This week, NICE launched NICE inContact CXone, what the company refers to as "the world's No. 1 customer experience platform."

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The Imperative of Recording Mobile Communications

By: ASC Horizons    8/1/2017

The prevalence of mobile communications is colliding head-on with the upcoming implementation of MiFID II for all financial advice and business conduc…

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Data-Driven Insight Adds Value with Conversation Analyzer

By: Maurice Nagle    7/31/2017

NewVoiceMedia announced the arrival of its Summer '17 Release, which boasts a robust integrated speech analytics solution to empower customer service …

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What to Consider When Getting Started with WebRTC

By: Special Guest    7/31/2017

WebRTC offers immense benefits for the modern contact center. WebRTC, which stands for Web Real Time Communication, is a technology framework that ena…

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Call Recording Week in Review: PCI DSS, CallMiner, CIS & More

By: Maurice Nagle    7/29/2017

Call recording is far more than just quality assurance; from training and sales, to compliance and customer service, a robust call recording system is…

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Contact Center Solutions Week in Review: Aspect, Nuance, CallMiner & More

By: Maurice Nagle    7/29/2017

The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock…

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Using Email for Shaping Influence

By: Erik Linask    7/28/2017

While there's been a unprecedented push towards social media marketing - and for good reason, given the growth of Twitter, LinkedIn, Facebook, Instagr…

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