Beacon Technology Improves the Air Travel Customer Experience

By: Christopher Mohr    10/22/2014

To most people, the idea of getting away for a while is appealing. Whether it's a trip to another country to go sightseeing, enjoy nature or simply do…

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Smartsheet Work Management Seeks to Show How Businesses Operate

By: Casey Houser    10/21/2014

There is a lot of focus on business technologies that can improve employee collaboration. One segment of that technology that is rarely discussed, how…

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Customer Experience Survey Reveals Speed as Top Priority

By: Alisen Downey    10/21/2014

When you imagine a typical call center interaction, what do you think is the most important component for ensuring a positive customer experience? The…

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Modern Workforce Management Helps Predict the Future - Sort Of

By: Tracey E. Schelmetic    10/21/2014

Forecasting is a science, and it will never be right all the time. (Witness the weather forecast.) The trick is to use a mix of past behavior - one of…

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Westpac Out for the Best in Customer Experience

By: Steve Anderson    10/16/2014

It's the goal of nearly every organization around to deliver a top-notch customer experience. Really, just ask any set of decision makers around and i…

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The Cost of Poor Customer Satisfaction

By: Tracey E. Schelmetic    10/15/2014

Most companies today strive to offer excellence in customer service. They may have it on a goals list, and they may discuss the idea at every meeting.…

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Improving Wi-Fi Networks with AxonPulse

By: Lavanya Rathnam    10/13/2014

Wireless connectivity is offered by many businesses today as a way to build good relationships with customers. Today, users can access Wi-Fi in retail…

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Workforce Management is a Must, But Should it Come From the Cloud?

By: Susan J. Campbell    10/13/2014

The amount of information available in the market that supports the benefits of the workforce management solution makes it an easy sell for those in t…

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Young Call Center Workers Encouraged To Finish Studies

By: Michelle Amodio    10/8/2014

When it comes to the call center workforce, completing studies is key to continued success. While that may seem like an obvious statement, the trend i…

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Wendy's Franchisee LDF Pairs with Earthlink to Improve Customer Experience

By: Casey Houser    10/7/2014

Many readers of this article have likely been to, or have at least heard of, the Wendy's fast food chain. One franchisee operator, LDF Food Group, wil…

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Second Annual Customer Experience Day Set for October 7

By: Ben Linton    10/6/2014

Providing a great customer experience is often the game-changer for businesses that might otherwise be lost in the sea of competition. But the concept…

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Call Centers Restrict Their Potential with Manual Workforce Management Processes

By: Tracey E. Schelmetic    10/6/2014

We like to think that the contact center is a pretty automated place. After all, software solutions to make customers' (and agents') lives easier have…

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InfoTrends Adds Customer Communications Management Guide

By: David Delony    10/3/2014

InfoTrends has expanded its Ultimate Guide Online Program, adding a Customer Communications Management (CCM) guide that it says better reflects growin…

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J.D. Power Releases Results of Service Provider Satisfaction Studies

By: Casey Houser    9/30/2014

A recent report from J.D. Power indicates that the television, Internet, and telephone service provider industries are seeing small customer experienc…

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Survey Measures Workplace Distractions

By: David Delony    9/30/2014

As long as people still work, they'll always find ways to avoid actually doing their work. The Human Capital Institute (HCI) has released another vers…

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Can Middle Managers Prove an Innovation Gold Mine?

By: Steve Anderson    9/29/2014

While the middle manager of today's office is commonly regarded as something of a slow-witted villain drunk on his or her own inflated sense of self-i…

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Good Customer Experience Starts with the Employee

By: Michelle Amodio    9/26/2014

The job of a ship's captain is a big one, as this person maintains the logs, details the ship's course and speed, and keeps an eye on the weather for …

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Study: Consumer Confidence Needs More in Banking Sector

By: Michelle Amodio    9/26/2014

According to the most recent U.K. Customer Satisfaction Index (UKCSI) scores, banking customer service has been on a steady decline.

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Going Beyond the Basics to Make the Most of Workforce Management

By: Tracey E. Schelmetic    9/24/2014

According to Ciarlo, a good workforce management solution can also help in the area management discipline, allowing managers and executives to conduct…

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Brokerage Firm to Sell Portfolio of Seven Workforce Management Patents

By: Casey Houser    9/22/2014

The company will be approaching potential buyers to explain the benefits the portfolio can provide for their individual companies. Following bids rece…

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Report Shows the Growing Need for Customer Relationship Management

By: Casey Houser    9/19/2014

Many readers of business news have certainly witnessed the growing trend of enterprises focusing more on their relationships with customers. Gone are …

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UK Medical Equipment Company Opens Customer Experience Center

By: Casey Houser    9/19/2014

While many enterprises in the U.S. are opening new customer service centers that house all manner of brand representatives, one company across the Atl…

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Effective Quality Monitoring Depends on Training and Employee Expectations

By: Casey Houser    9/17/2014

Call center management, among its many other responsibilities, is tasked with monitoring operations and employees. This can manifest in activities suc…

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Workforce Management Solutions Can Lighten the Load for Call Center Managers

By: Laura Stotler    9/17/2014

Many of today's WFM solutions offer mobile apps, enabling managers to step away from the office and still be apprised of activity. Sometimes a few min…

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RADCOM Works with Intel to Improve Customer Experience Management

By: Nathesh    9/12/2014

RADCOM, a customer experience management provider, stated that its MaveriQ is now furnished with the capability to make use of Intel's Ethernet XL710 …

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Abu Dhabi Education Council's Finds Order with New Customer Management System

By: Madhubanti Rudra    9/12/2014

Does the idea of visiting of a government office make you nervous because of the long waiting time to reach the right person? The picture is more or l…

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Invest in the Customer Experience, Not Advertising

By: Laura Stotler    9/11/2014

Advertising is an established and proven way to send a targeted message to your customers. It offers a measurable return and campaigns may be carefull…

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Why Workforce Management is Good for the Back Office

By: Susan J. Campbell    9/9/2014

At the same time, if they have to wait in the queue too long to talk to a live agent, they may hang up and call the competition. Without a robust work…

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Superior Call Center Management Means Being Both Proactive and Reactive

By: Tracey E. Schelmetic    9/9/2014

This is also a person who uses a meeting planner schedule to set meetings for times when he or she is confident that call center coverage is acceptabl…

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Customer Experience is Key to Staying Ahead of the Competition

By: Lavanya Rathnam    9/5/2014

Globalization has brought the world together in many ways, and from a business perspective, it has created a global village for both consumers and pro…

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Consider Extending Workforce Management to Back-Office Functions for Improved Efficiency

By: Tracey E. Schelmetic    9/4/2014

By using a cloud-based solution, companies can keep upfront costs down and configure the solution to the precise parameters they require. Organization…

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Oman Telecom to Implement 'Voice of the Customer' Surveys

By: Casey Houser    9/4/2014

A telecommunications service provider based in Oman was reported this week as the first in the Middle East to use a "voice of the customer" customer e…

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Why the Helpdesk Needs Workforce Management

By: Susan J. Campbell    9/3/2014

At the end of the day, all the customer cares about is quick resolution to the issue that spurred the call in the first place. If a workforce manageme…

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Improving the Customer Experience Key to Successful Onboarding

By: Alisen Downey    8/29/2014

But while it appears banks are struggling to get the customer experience right, there are plenty of tools out there to help get them on the right trac…

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Australia Businesses Becoming Omnichannel

By: Casey Houser    8/28/2014

A recent report concerning the state of the Australian economy suggests that it was largely shielded from the financial crisis of the late 2000s. As a…

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Using Real-time Management for Call Center Insight

By: Michelle Amodio    8/28/2014

Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the a…

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Intra-day WFM Enables Real-time Decision Making

By: Michelle Amodio    8/28/2014

Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manag…

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Want Customers to Come Back? Make Sure They Trust You

By: Steve Anderson    8/20/2014

Repeat business is a major part of most any operation, from retail to restaurants to major corporate efforts. The idea that people will buy something,…

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Customer Centricity is Key in Today's Business World

By: Oliver VanDervoort    8/19/2014

Few companies will argue against the idea that the customer experience is paramount in this day and age. What companies will argue about is just how t…

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Top 8 Things to Consider When Evaluating a Cloud Contact Center Provider

By: Susan J. Campbell    8/19/2014

With all the buzz surrounding the cloud contact center, chances are you've considered the possibilities for your own environment. Like with any change…

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Hosted vs. Cloud: Evaluating Contact Center Solution Delivery

By: Tracey E. Schelmetic    8/18/2014

Experts advise that companies understand their needs and wants before they go shopping so they can determine what works best for them. There are those…

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Comprehensive Report Shows Positive Trends in Employee Engagement

By: Christopher Mohr    8/13/2014

Quantum Workplace recently released a report on employee engagement that shows improvement in employee engagement across the U.S. The detailed report …

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The Importance of Tech Support Services for the Customer Experience

By: Lavanya Rathnam    8/13/2014

Tech gadgets abound in today's market. In a sense, these smartphones and tablets have changed the way we live and communicate as a society. The downsi…

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Study: CEM Market to Grow to $8.39B by 2019, Market Splinters into Subgroups

By: Casey Houser    8/12/2014

A recent market forecast predicts that the customer experience management market will continue to grow at a compound annual growth rate of 17.3 percen…

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How the Employee Handbook Can Improve Workforce Management

By: Susan J. Campbell    8/12/2014

While the employee handbook won't prevent all issues that could occur with employees, it does help set the expectations you have for tone, attitude an…

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Employee Engagement Begins and Ends with Call Center Management

By: Tracey E. Schelmetic    8/11/2014

In the end, employees who feel that they have more control over their jobs and a bigger stake in personally contributing to the company's success, wil…

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The Customer Experience Must Actually Focus on the Customer

By: Susan J. Campbell    8/7/2014

What does it mean to your team when you talk about the customer experience? Do you define it as seen through the eyes of your staff or are you actuall…

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Wheelings & Dealings: eGain Signs Definitive Agreement to Acquire Exony

By: Anil Sharma    8/6/2014

eGain, a provider of customer engagement solutions, is soon to acquire Exony Limited. Exony is a major player in helping enterprises use their custome…

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Workforce Management Solutions Provider Hosts Events to Address WFM Trends and Challenges

By: Tracey E. Schelmetic    8/5/2014

While the essential function of workforce management in the contact center hasn't changed much in recent decades - the goal is still to make the most …

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Why Workforce Management Should Focus on Happy Agents

By: Susan J. Campbell    8/4/2014

What does it take to create happy agents in the call center environment? Is it more money, better hours or the promise that they never have to deal wi…

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