5 Predictions for the Future of Customer Service (Or at Least for 2016)

By: Special Guest    1/15/2016

There is no denying it. The impact of customer service on how customers perceive and interact with brands is paramount. In a time when so many compani…

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SF Gov Agency Goes Beyond Spreadsheets to Manage Complex Scheduling Environment

By: Peter Scott    1/15/2016

Monet WFM Live is a cloud-based management solution that delivers workforce management, call recording, quality assurance and performance management. …

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Cloud Solutions Tailor Made to Help SMB Contact Center Succeed

By: Tracey E. Schelmetic    1/14/2016

Companies have a lot of choices to make today when it comes to enterprise solutions. They must choose a solution - and picking a partner vendor that w…

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Real-Time Customer Care is Essential in 2016

By: Stefania Viscusi    1/13/2016

A dynamic change has happened in customer support over the last year or two with buyers dictating how and when companies should deliver care. Thanks t…

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Recipients of the 2016 CUSTOMER Product of the Year Award Announced

By: TMC    1/11/2016

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2016 CUST…

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A Great Year for Monet Software and for Cloud Workforce Management in General

By: Tracey E. Schelmetic    1/11/2016

Cloud-based solutions such as those provided Monet are doing great things for the U.S. contact center industry. The reduction is costs for solutions i…

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2016 Workplace Trends Driven By Talent-First Approaches

By: Tara Seals    1/8/2016

When it comes to trends in the workplace for 2016, the year promises to be transformative in a number of ways. According to the Workforce Institute at…

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Learning the Workforce Management and Scheduling Lessons from the Holiday Contact Center Rush

By: Tracey E. Schelmetic    1/6/2016

So the holidays are over, and your contact center is settling down into business as usual, right? Seasonal employees are packing up and ready to leave…

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Fathom Voice CEO Shares 2016 CRM Predictions

By: Stefania Viscusi    1/5/2016

CRM has been an important focus for companies for a while now. As we enter a new year, talk about 'what's next' in the quest to achieve ultimate custo…

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A Goal for 2016: Eliminate Interdepartmental Disconnects and Blind Spots

By: Tracey E. Schelmetic    1/5/2016

The contact center, which is probably the most rigidly scheduled department in any company, is a different bird. Here, the workforce management manage…

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The Voice of Your Business

By: Mark Bedard    1/5/2016

Your voice says a lot about you. It conveys emotion, personality, and style. When it comes to your business phone system, the voice carries even great…

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Applying Data Analytics to Worker Absence Trends

By: Tracey E. Schelmetic    1/4/2016

Companies today should be tracking the number of days lost to absences so they can compare historical data in the future; the reasons for absence and …

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Application for the 2016 Top 50 Contact Center Outsourcing Awards Now Open

By: CustomerZone360 News    12/22/2015

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today that applications are now be…

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TMC Announces Call for Entries for the 2016 MVP Quality Award

By: CustomerZone360 News    12/21/2015

Norwalk, CT, December 21, 2015 - TMC, a global, integrated media company helping clients build communities in print, in person and online, announced t…

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Cision Plans Purchase of PR Newswire

By: Steve Anderson    12/21/2015

Cision has announced a new agreement to purchase PR Newswire, a company well-known for publishing reams of press releases daily. The move is set to tu…

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Fluidity in Providing a Customer Experience Requires Fluidity in Workforce Management

By: Tracey E. Schelmetic    12/21/2015

While a few forward-thinking companies are doing amazing things with omnichannel customer support today, most companies are admittedly mired in the pa…

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Culture Matters: Making Customer Obsession Central to a Values-Driven Workforce

By: Amy Downs    12/15/2015

The foundation for creating happy customers is having a culture that supports happy employees. Corporate culture is the starting point for great custo…

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Report Predicts Brisk Growth for Global Cloud-based Workforce Management Industry

By: Tracey E. Schelmetic    12/15/2015

One recent report concluded that the global workforce management market will grow from $4.8 billion in 2015 to $7.7 billion by 2020, representing a co…

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Gemalto Global Survey Reveals Impact of Data Breaches on Customer Loyalty

By: Peter Bernstein    12/14/2015

All around the world, brands have tried to quantify the threat of a publicized data breach. As a result, C-level executives have had to decide how muc…

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Modern Workforce Management Works for Employees As Much As It Works for Employers

By: Tracey E. Schelmetic    12/14/2015

When workers understand that workforce management is looking out for them as much as it's checking up on them, it becomes more of a tool for employee …

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5 Tips on Prepping Your Call Center for the Holiday Season

By: Special Guest    12/10/2015

The holiday season is here. Along with all the merry making, it also brings with itself lots of business opportunities. Call centers especially find t…

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Customer Care Initiatives Drive Demand for Big Data

By: Steve Anderson    12/9/2015

A new study from Guavus shows how deep the demand for data runs, with 87 percent of respondents in a global survey implementing big data analytics str…

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PeopleMatter Releases New Product Suite

By: Steve Anderson    12/7/2015

Businesses, no matter the field, almost universally want to get the most out of hiring decisions. That can be something of a tall order, so a variety …

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Critical Distinctions Among Cloud, Hosted and On-Premise Contact Center Solutions

By: Laura Stotler    12/7/2015

Cloud contact center solutions clearly offer numerous advantages in the way of cost, flexibility and maintenance. Another major factor is security, an…

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Kronos' Workforce Ready Suite Helps Companies Drive Employees' Productivity

By: Clayton Hamshar    12/7/2015

Federal, state, union and company-specific policies and regulatory requirements can be configured in one of the suite's tools to ensure they are being…

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The New Year Will Be a New Opportunity to Change Company Attitudes toward Contact Center Agents

By: Tracey E. Schelmetic    12/1/2015

Workforce management, like call center agents, shouldn't be considered "cost centers." These are the people who represent your company to your custome…

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WFM: If Price Scares You Away, the Cost of Doing Nothing Should Make You Want to Stay

By: Susan J. Campbell    12/1/2015

What is your motivation for investigating or investing in workforce management solutions? Are you trying to improve convenience? Have you seen demonst…

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Why Customer Service is an Investment, Not an Expense

By: Special Guest    11/24/2015

It is hard to overstate the value of excellent customer service. According to a 2015 U.S. State of Multichannel Customer Service Report, 98 percent of…

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Don't Argue for the Contact Center - Justify it with Real-Time Data

By: Susan J. Campbell    11/24/2015

Like it or not, the contact center is a must-have if you want to drive customer service, loyalty and sustainable revenue. That doesn't mean you need t…

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How Resource Requests Made Me a Thankful PMO Manager

By: Special Guest    11/23/2015

Thanksgiving time always gives me the chance to take a step back and look at all the things that I am grateful for. This year, I am especially thankfu…

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Employee Engagement Has Less to Do With Employees and More to Do With Management Quality

By: Tracey E. Schelmetic    11/23/2015

Look for managers who employ a positive approach to managing workers. These are managers who are "people-oriented" and understand how to motivate work…

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Incredible Thanksgiving Story: Howard Hughes Gave Every Employee a Holiday Turkey

By: Dr. Brooks Mitchell    11/23/2015

The following story is a perfect illustration of one of the foundation principles a successful employee incentive program should be based on. Specific…

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Nimble: The Science of Scheduling

By: Maurice Nagle    11/19/2015

Managing a staff of any size can pose a great challenge, let alone in a global company with thousands of employees. So whether the vertical is healthc…

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Genesys Takes a More Prescriptive Approach in Selling Omni-channel

By: Paula Bernier    11/18/2015

The contact center industry - and businesses at large - has been talking about the omni-channel contact center for some time now. In terms of adoption…

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Why Financial Institutions Can't Afford to Ignore Mobile

By: Susan J. Campbell    11/17/2015

As the competition continues to intensify, call centers in this space must be able to meet the evolving communications demands and expectations of a c…

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Ensure Your Contact Center is Leveraging Real-Time Data with Analytics Capabilities

By: Tracey E. Schelmetic    11/17/2015

Increasingly, however, contact centers are realizing the value of the data they generate, and turning to technologies that can help put it to better u…

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Optimizing Customer Service Interactions with Actionable Data Monitoring

By: Art Rosenberg    11/12/2015

Business communications are dramatically changing with the demand for multimodal, rather than voice only/telephony services for customer interactions.…

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4 Strategies to Quickly Boost Morale and Performance in the Call Center

By: Susan J. Campbell    11/11/2015

Fortunately, this is a topic often visited upon by workforce management solutions provider, Monet Software. The company recently posted a blog with a …

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What Makes a Great Contact Center Agent?

By: Tracey E. Schelmetic    11/10/2015

It's a question many companies would pay a lot for a definitive answer to: What makes some contact center agents so successful, cool under pressure an…

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5 Ways to Defeat Marketing Blindness and Attract New Customers

By: Special Guest    11/6/2015

Attracting new customers - one of the most important requirements of growing a business - is arguably more difficult today than ever before.Brands oft…

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VHT to Give Customers Detailed Agent Availability Directly in Search Engine Results

By: Clayton Hamshar    11/5/2015

Search engines play a vital role in customer service operations, as this is by far the most popular way for consumers to find contact information for …

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Eliminating Negative Language from the Contact Center Vocabulary

By: Tracey E. Schelmetic    11/3/2015

Your agents might think, "What's the big deal? People know what we mean when we say it." The truth is that language can push a lot of buttons in our s…

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Turn to Analytics to Get More Out of Workforce Management

By: Steve Anderson    11/2/2015

Some haven't considered how much value is involved in connecting sales to accounting for smoother management of accounts payable and receivable, let a…

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If You Want to Please Customers, You Should Be Empowering Agents

By: Tracey E. Schelmetic    10/28/2015

Let's face it: the traditional image of the contact center doesn't exactly bring to mind ideas of empowered workers. Contact center workers are often …

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Social Media Can Be the Answer to Your Workforce Management Headaches

By: Susan J. Campbell    10/26/2015

It wasn't that long ago that social media sites were banned on work computers. Considered a time waster, IT quickly blocked the sites once they gained…

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Is Digital Signage the Key to Employee Engagement?

By: Steve Anderson    10/21/2015

We all want it, but it can be hard to find even in the best of times: employee engagement. It's what keeps businesses on track. Getting it can be diff…

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What Being a Parent Can Teach You About Running a Business

By: Special Guest    10/21/2015

The old saying "the customer is always right" is associated with helping and giving - which are character strengths, especially in customer service. B…

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The Essentials of Project-Centric Resource Execution for Improved Resource Management

By: Special Guest    10/19/2015

Resource management should start with resource planning. Prioritizing and scheduling people to ensure they are working on the right projects at the ri…

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Call Handling Tips from Sun Tzu

By: Mark Bedard    10/15/2015

Sun Tzu's "The Art of War" has become the most influential and well-known book of strategy ever written since it was first compiled two thousand years…

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Customer Escalations: Why You Should Reward Customers Who Complain

By: Special Guest    10/13/2015

Giva founder Ron Avignone teaches you how to create a customer service department that is built to prevent customer escalations, but prepared to use t…

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