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CUSTOMER NEWS

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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The Correlation Between Brand Reputation and Agent Training

By: Alicia Young    7/27/2017

In today's competitive business world, building your brand is the key to success. A brand that will stand out from the crowd needs to be unique, targe…

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IVR to Digital Bridges Engagement Gap with AI

By: Maurice Nagle    7/26/2017

Nuance unveiled IVR to Digital, capable of taking customers seamlessly from phone calls to digital channels with enhanced assisted and self service. I…

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Quality Assurance Goes 'Zen'

By: Maurice Nagle    7/26/2017

A new partnership between Zenylitics and CallMiner intends to make every interaction in the contact center a moment of Zen, as Zenylitics will combine…

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Quality Assurance Goes 'Zen'

By: Maurice Nagle    7/26/2017

A new partnership between Zenylitics and CallMiner intends to make every interaction in the contact center a moment of Zen, as Zenylitics will combine…

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Aspect Via Enterprise Earns Product of the Year Award

By: Maurice Nagle    7/25/2017

TMC named Aspect's Via Enterprise a winner of the Communications Solutions Product of the Year Award. Aspect exists on the bleeding edge of contact ce…

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CallMiner Emphasizes Security & Compliance in Contact Center Call Recording

By: Maurice Nagle    7/25/2017

Regardless of the contact center solution you select for your call center, regulatory compliance and security must be front of mind in the selection p…

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CallMiner Emphasizes Security & Compliance in Contact Center Call Recording

By: Maurice Nagle    7/25/2017

Regardless of the contact center solution you select for your call center, regulatory compliance and security must be front of mind in the selection p…

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QA Contributes to Brand Success

By: Alicia Young    7/25/2017

There are several components that contribute to a brand's overall success. Targeted marketing, creative advertising, product quality, stellar customer…

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CIS, SPikko Pairing Puts Together Fully Compliant Unified Call Recording Solution

By: Maurice Nagle    7/24/2017

Spikko, a provider of multi-line and compliant mobile call recording solutions, and CIS, a provider of screen and call recording capabilities for fina…

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CIS, Spikko Pairing Puts Together Fully Compliant Unified Call Recording Solution

By: Maurice Nagle    7/24/2017

Call recording is a key component to the contact center, and compliance is a necessary piece of a number of verticals. And, with an ever evolving regu…

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Recipients of the 2017 Elite Contact Center Outsourcing Award Announced

By: CustomerZone360 News    7/24/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2017 Elit…

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4 Ways to Facilitate PCI DSS Compliance in the Contact Center

By: Special Guest    7/24/2017

Contact centers handle sensitive payment information daily. Unfortunately, this necessary evil has the potential to hurt your customers, organization …

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Contact Center Solutions Week in Review: TelStrat, TransPerfect, Chatbots & More

By: Maurice Nagle    7/22/2017

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: MiFID II, ASC, TETRA & More

By: Maurice Nagle    7/22/2017

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 Analytics Market Set to Grow Substantially to 2022

By: Alicia Young    7/21/2017

According to MarketsandMarkets' new report, the contact center analytics market is expected to grow from $709.5 million in 2017 to $1,483.6 million by…

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TelStrat Receives Recognition from CIOReview

By: Alicia Young    7/20/2017

Engage WFO's success is one of the main reasons why TelStrat has been recognized as one of the 20 Most Promising Contact Center Technology Solution Pr…

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TransPerfect Renames Remote Interpreting Division

By: Paula Bernier    7/20/2017

TransPerfect has renamed its Remote Interpreting Division to TransPerfect Connect in an effort to express that the company does more than interpretati…

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Consulting Company Launches Quality Assurance Solution

By: Paula Bernier    7/20/2017

COPC this week launched the RevealCX quality assurance monitoring system as a commercial offering.

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Five Reasons You May Not Be as Good at Shaping Influence as You Think

By: Special Guest    7/19/2017

To enhance your influence, you need to evaluate your communication based on facts, not feelings. You need to get to the heart of what is really going …

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EVOIPneo Now TETRA 7.0 Certified

By: Maurice Nagle    7/19/2017

Today, ASC announced that EVOIPneo recording software is now the only certified solution for recording communications within the TETRA 7.0 Airbus netw…

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The Benefit of WFM in Contact Centers

By: Alicia Young    7/19/2017

West UC states that WFM may consist of the following areas: time and attendance tracking; employee scheduling; demand prediction; benefits administrat…

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MiFID II Takes Effect in January

By: Paula Bernier    7/18/2017

Companies in the U.K. should be planning for MiFID II now, as the deadline for compliance with this new regulation is in January.

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Top 3 Problems in the Call Center

By: Alicia Young    7/18/2017

Call centers are the backbone of most companies. Any organization large enough to have a call center in place relies heavily on the agents working the…

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