customer

CUSTOMER NEWS

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…

Read More

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."

Read More

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…

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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.

Read More

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 …

Read More

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…

Read More

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…

Read More

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.

Read More

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…

Read More

To Record or Not to Record: Brexit Causing Confusion Around Call Recording Regulation

By: Erik Linask    7/18/2017

Regulatory agencies are constantly revising rules around business procedure and policy, especially when it comes to compliance and meeting and ensurin…

Read More

To the Chatbots Go the Spoils: Emerging Trends Your Business Must Address

By: Keith Batter    7/17/2017

In mid-June, online retail giant Amazon made waves in the business world when it was announced that the company would be acquiring grocery chain Whole…

Read More

Understanding Branding Nuances for Creating Awareness and Shaping Influence

By: Special Guest    7/17/2017

We all know that brand image emanates from products, but there is much more that goes into building a positive brand experience. That includes knowing…

Read More

Contact Center Solutions Week in Review: Genesys, Avaya, Apple & More

By: Maurice Nagle    7/15/2017

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

Read More

Call Recording Week in Review: NICE, MiFID, TELES & More

By: Maurice Nagle    7/15/2017

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

Read More

TELES and ASC Create New MiFID II Compliant Solution

By: Alicia Young    7/13/2017

ASC Technologies and TELES just announced that they will be creating a joint cloud based call recording solution for the recording and documentation o…

Read More

Avaya Innovates with New CX Cloud

By: Paula Bernier    7/13/2017

Avaya late last month took the wraps off a new cloud-based customer service solution that provides some pretty interesting and forward-looking capabil…

Read More

Apple Moves to Grab a Slice of the Contact Center

By: Paula Bernier    7/13/2017

Apple is reportedly building a strategy to get into the contact center space. Michael F. Finneran, president of advisory firm dBrn Associates Inc., po…

Read More

MP Anne Marie Morris Suspended After Recording of Racial Slur Surfaces

By: Alicia Young    7/12/2017

The meeting taking place concerned the launch of a report into the future for the UK's financial sector after Brexit. While discussing the ramificatio…

Read More

MiFID II Means Call Recording Rules

By: Paula Bernier    7/12/2017

Rules related to call recording are set to get a whole lot stricter in light of the upcoming Markets in Financial Instruments Directive II effort.

Read More

Four Simple Steps to Finding Your Brand's Voice

By: Special Guest    7/11/2017

The first and most important step to launching your own brand is finding your brand's voice. This is your brand's identity and it is what will be refl…

Read More

NICE COMPASS Points Compliance True North

By: Maurice Nagle    7/11/2017

NICE COMPASS is the workforce optimization firm's newest release, which automates compliance assurance in adding new capability to the NICE Trading re…

Read More

Opportunities Arise When Agents and Chatbots Work Together

By: Maurice Nagle    7/11/2017

The Aspect Agent Experience hammered home the positive effect chatbots can bring to the contact center, and specifically the agent experience. While o…

Read More

Closing the CX Gap

By: Special Guest    7/10/2017

The CX Gap is broadly defined as that widening void where service delivery mechanisms fail to meet baseline customer needs or expectations. Anyone who…

Read More

Closing the CX Gap

By: Special Guest    7/10/2017

The CX Gap is broadly defined as that widening void where service delivery mechanisms fail to meet baseline customer needs or expectations. Anyone who…

Read More

CUSTOMER Magazine Announces Winners of the 2017 CRM Excellence Award

By: TMC    7/10/2017

Trumbull, CT, July 10, 2017 - TMC, a global, integrated media company helping clients build communities in print, in person and online, today announce…

Read More

WFM Empowers Agents and Boosts Productivity

By: Alicia Young    7/10/2017

One of the keys of WFM software is that it allows agents to self-manage, rather than having to be micro-managed by supervisors. WFM is all about empow…

Read More

Call Recording Week in Review: FCA, Cyara, ISO 9001:2015 & More

By: Maurice Nagle    7/8/2017

"This call may be recorded for quality assurance," is a message each of us have heard countless times over the years. Every time you've had to reach o…

Read More

Customer Success Advocate: A Day in the Life

By: Amy Downs    7/7/2017

Trusted Advisor. Customer Champion. Trainer. Churn fighter. Renewal saver. Escalation manager. Advocate creator. Customer Success Advocates (CSAs) are…

Read More