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CUSTOMER NEWS

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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Customer Service Still Not a Priority for Businesses: What Gives?

By: Rodney Kuhn    5/1/2015

Almost any blog you read on the topic of customer service will tell you the same thing: customer care (i.e. retention, loyalty, quality of service, di…

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Contact Center Training is Critical to Protect the Customer Base

By: Susan J. Campbell    5/1/2015

When was the last time you called a customer service center and realized you knew more about their product than the agent on the phone? This is not an…

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The Fine Line between Personalizing the Customer Experience and Asking For Too Much Data

By: Tracey E. Schelmetic    4/28/2015

Essentially, when companies decide to collect data, they need to be mindful of customer's very justified wariness about what information they're willi…

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Chat Finds Its Place in the Modern Contact Center

By: Tracey E. Schelmetic    4/22/2015

While the phone remains indispensable to the contact center - customer support facilities are, after all, set up to revolve around the telephone - Web…

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How Workforce Management Helps the Competitive Advantage

By: Susan J. Campbell    4/21/2015

Workforce management applies today for those who truly care about the customer experience and want to put the competition out of mind for the consumer…

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Workforce Management Market Set to Explode

By: Susan J. Campbell    4/15/2015

This expansion will also help in the development of new functionality and keeping costs under control. While companies will look to the cloud for cost…

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Manual Skilling Has Significant Negative Consequences for Contact Center

By: Tracey E. Schelmetic    4/14/2015

Part of the performance improvement comes from better call handling capacity, and the reduced chances of calls being lost, transferred or put on hold,…

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Allowing Younger Workforces to Engage with Workforce Management on Mobile Devices

By: Tracey E. Schelmetic    4/9/2015

Today, most organizations have rather one-size-fits-all policies when it comes to managing their workforce. It makes sense: tailoring a management pol…

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Will RPO Vendors Add Value to Workforce Management?

By: Susan J. Campbell    4/6/2015

Contact centers throughout the world are using workforce management to accurately project volumes, schedule staff according to projections and skill-s…

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The Healthcare Industry Succeeds Adopting the Best Practices of the Contact Center Industry

By: Tracey E. Schelmetic    4/2/2015

Customized inbound/outbound strategies can also be used to better ensure that patients are following their healthcare regimens and taking their medica…

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Is the Customer Experience More Important than the Cost of Workforce Management?

By: Susan J. Campbell    4/1/2015

This is where a healthy shift in thinking could be beneficial for the contact center industry. Putting the customer experience first and financial cha…

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Hitting KPIs in the Call Center Requires a Firm Foundation

By: Tracey E. Schelmetic    3/24/2015

Key performance indicators (KPIs) are commonly used in contact centers, but they mean different things to different people. Managers may seem them as …

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The Benefits of Service Automation for Employee Onboarding

By: Special Guest    3/23/2015

All companies strive to integrate new employees as quickly and seamlessly as possible, as a smooth onboarding process allows for greater productivity …

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Are Some Customers More Worthy of Loyalty Efforts Than Others?

By: Tracey E. Schelmetic    3/18/2015

In the world of business journalism, there is a lot of talk of customer loyalty today. There are tips regarding how to improve it, how to measure it, …

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Ready to Drive Better Performance in the Contact Center?

By: Susan J. Campbell    3/17/2015

Today's contact centers also need quality monitoring if they want to compete in dynamic markets. Monitoring customer interactions is essential if grea…

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Taking Real Action to Improve the Quality of Customer Service

By: Tracey E. Schelmetic    3/12/2015

For all the efforts companies today go through to try and improve the customer experience, there is evidence that's it's not working very well. Custom…

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Steps to Improve Interactions with an Angry Customer

By: Susan J. Campbell    3/10/2015

The angry customer - it's the call that most call center agents don't want to receive, yet most will at some point in their career. It's up to call ce…

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Meeting the Challenges Ahead for the Contact Center

By: Tracey E. Schelmetic    3/5/2015

While contact center managers are obliged to keep an eye on what's happening in a company's customer support operations today, a good manager also nee…

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Why Speech Analytics is Good for Workforce Management

By: Susan J. Campbell    3/3/2015

To be competitive today, companies need to invest in solutions that allow them to make use of data to drive outcomes. For the call center environment,…

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The New Face of Workforce Management for 2015

By: Tracey E. Schelmetic    2/25/2015

A third critical benefit that modern workforce management will provide is the ability to run complex analytics on workforce management processes in or…

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Can Smart Simplicity Help Improve Workforce Management?

By: Susan J. Campbell    2/23/2015

How do you drive the overall effectiveness of your workforce? Do you implement employee engagement strategies on a regular basis or do you integrate w…

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4 Ways to Improve Workforce Management Outcomes

By: Susan J. Campbell    2/19/2015

There are a number of challenges that can exist within the contact center space. It's not uncommon for turnover to be high, the pressure to cater to c…

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2015 Will Bring New Demands to Workforce Management

By: Tracey E. Schelmetic    2/18/2015

The American workforce is changing, as is the global workforce. Hours are becoming more flexible, and the barriers between work and home life are disa…

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Build Rewards and Incentives into Call Center Performance with Workforce Management

By: Tracey E. Schelmetic    2/10/2015

The rewards and incentives can be in the form of money, recognition ("employee of the month" and a photo on the wall), non-monetary rewards (a primo p…

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How Workforce Management Can Help Improve FCR

By: Susan J. Campbell    2/9/2015

How often are customer issues resolved on the first call in your contact center? First call resolution (FCR) is often a topic of importance as the hig…

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The Restaurant Industry and the Contact Center Industry Have Lessons for One Another

By: Tracey E. Schelmetic    2/4/2015

In the restaurant industry, like in the contact center, managers, supervisors and other non entry-level positions are often filled by people who start…

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Workforce Management Success Depends on Listening

By: Susan J. Campbell    2/3/2015

The point is, your employees have a lot to say that delivers value to your processes. It's important to not only give them a voice, but also truly lis…

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Three Ways to Improve Employee Productivity

By: Mae Kowalke    1/30/2015

Nothing psychologists do is actually mind-blowing; what they teach and help with is stuff all of us know on some level. But psychologists help us actu…

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Don't Trust Your Workforce Management to the Fake Cloud

By: Susan J. Campbell    1/26/2015

Have you ever encountered a fake cloud solution? In a world of countless hosted offerings, two solutions offered by two different providers can look a…

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Cloud-based Workforce Management Expands Call Center Labor Options and Reduces Costs

By: Tracey E. Schelmetic    1/22/2015

Once the initial "future shock" of the idea has worn off, companies may find that building a partly "virtual" contact center offers a host of benefits…

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Why You Need the Omnichannel Experience in Your Customer Care Center

By: Susan J. Campbell    1/19/2015

The important point here is that customer expectations continue to intensify, putting more pressure on your customer service teams to deliver quality …

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