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CUSTOMER NEWS

What You Need to Know About the FCA

By: Alicia Young    7/7/2017

There are quite a few legal restrictions surrounding call recording, and these rules often vary by state, making them even harder to follow. Data prot…

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Cyara CRV: Validating Call Recording Solutions One Interaction at a Time

By: Maurice Nagle    7/7/2017

Cyara recently unveiled its Call Recording Validation (CRV) solution, which will now come as a component of the Cyara platform

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If You Build It...

By: Elaine Cascio    7/6/2017

Given the explosion of channels available to consumers, you'd think that we'd see a dramatic reduction in more traditional channels over the past few …

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How Columbia University Mastered Social Media Management

By: Special Guest    7/6/2017

Each of the university's many schools, departments, and programs have their own social media marketing strategies and objectives. That's a problem tha…

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Self-Service: Help Those Who Help Themselves

By: Special Guest    7/6/2017

The way brands and retailers have operated their businesses has changed significantly over the years due to technology such as the internet, online sh…

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Five Steps to Reap the Benefits of a Remote Contact Center Team

By: Special Guest    7/6/2017

Agent engagement and retention is a top challenge for nearly every customer service leader. The average contact center experiences 30 to 45 percent tu…

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7 Things Contact Center Pros Need to Know about ISO 9001:2015

By: Special Guest    7/6/2017

Contact centers are often the face of an organization and a critical first point of customer interaction shaping the organization's brand image. At a …

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Data and Consumer Targeting: A Match Made in Heaven for Big Businesses

By: Anna Johansson    7/6/2017

As businesses gain more access to consumer data, the companies are finding it easier to target their customers and expand conversions without wasting …

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Bright Pattern Partners to Improve Contact Center Solutions

By: Maurice Nagle    7/6/2017

In a move to augment its contact center solutions, Bright Pattern announced a partnership with The Data Group allowing users of Bright Pattern Contact…

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WebRTC is Transforming the Call Center

By: Alicia Young    7/5/2017

WebRTC is enabling the omnichannel approach by allowing customers to connect with agents through the click of a single button. With no need to install…

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New Solution Fights Contact Center Fraud

By: Alicia Young    7/5/2017

According to research firm Aite Group, by 2020 U.S. account takeover losses enabled by contact centers will reach $775 million, a 97 percent increase …

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The Paradigm Shift of Cloud Recording

By: ASC Horizons    7/5/2017

The latest and most sophisticated Cloud recording solutions transcend their on-premise relatives by providing the most up-to-date, scalable and fail-s…

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For e-commerce CMOs, Great Traffic Management is Essential

By: Special Guest    7/3/2017

These days, chief marketing officers need to watch their website conversion rates like a hawk. It's a critical metric that means the difference betwee…

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Debunking the Video Marketing Myths

By: David Reimherr    7/3/2017

The Web marketing guru, Marcus Sheridan, sits down to discuss video marketing and adding videos to company websites. From sharing his thoughts on equi…

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Optimize Digital Customer Experiences with Upstream Works Contact Center Solution

By: Michael Guta    7/3/2017

The latest version of Upstream Works Software contact center solution will optimize the digital customer experience by providing consistency across th…

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Call Recording Week in Review: Department of Labor, Datatex, PCI DSS & More

By: Maurice Nagle    7/1/2017

"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…

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Contact Center Solutions Week in Review: Intelestream, Genesys, Vonage & More

By: Alicia Young    7/1/2017

The Contact Center Solutions week in review is a recap of all the top stories making headlines about contact centers this past week.

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Targeting Millennials Requires Different Influencer Tactics

By: Steve Anderson    6/29/2017

Marketing to millennials has always required different tactics, and these are several important points to know about targeting millennials with influe…

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DMG: NICE is Contact Center WFO Leader

By: Paula Bernier    6/29/2017

NICE is the contact center workforce optimization solution leader, according to a new report by DMG Consulting LLC.

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Using Social Media to Influence Consumers

By: Andrew Bindelglass    6/29/2017

Marketers need to be aware of just how much influence social media can have on customers.

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Vonage 'inContact' with Customer Experience

By: Maurice Nagle    6/29/2017

This week, Vonage announced a deepened partnership with cloud contact center software firm inContact to create a comprehensive platform to improve the…

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Call Recording's Role in Payment Processing

By: Andrew Bindelglass    6/29/2017

Businesses need to rely on call recording technology when processing payments over the phone.

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Datatex Re-Engineers Call Recording Platform

By: Andrew Bindelglass    6/28/2017

Datatex has re-engineered Amethyst, its call recording system.

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The Secret to Motivating Millennial Agents

By: Steve Anderson    6/27/2017

With millennials an ever-increasing part of the labor force, workforce management offers some tricks to help keep them on task.

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Artificial Intelligence Marks the Genesys of Knowledge Entrepreneurs

By: Erik Linask    6/27/2017

It really comes down to one question: How can we leverage technology to create the best imaginable customer experience. After all, along with marvelou…

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Ensuring Quality Through Call Recording

By: Andrew Bindelglass    6/26/2017

Call recording software is an absolute must to ensure quality in the contact center.

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Call Recording for Compliance with DOL's New Fiduciary Rules

By: Tracey E. Schelmetic    6/26/2017

For individual companies that need to protect themselves from expensive violations of the fiduciary rule (either deliberate or accidental), quality mo…

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Monet Software Joins Forces with Evolve IP for Improved WFM

By: Alicia Young    6/26/2017

Monet Software, a provider of cloud-based workforce optimization solutions for contact centers, recently announced that it has teamed up with Evolve I…

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Intelestream Improves CRM Functionality with Cloud Communications

By: Michael Guta    6/26/2017

Intelestream has integrated cloud communications to improve CRM functionality and business productivity with reporting and call data so managers and a…

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Call Recording Week in Review: CallRail, Kanye, California & More

By: Maurice Nagle    6/24/2017

Call recording is an often overlooked, but powerful tool in business. This necessary component of communications does everything from providing insigh…

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Contact Center Solutions Week in Review: Aspect, Elision Technolab, Selectra

By: Paula Bernier    6/24/2017

Artificial intelligence, omnichannel customer care, and cloud-based and on-premises contact centers all made headlines this week in Contact Center Sol…

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The Future Consumer: 11 Customer Service Statistics and the Trends they Demonstrate

By: Special Guest    6/23/2017

The trends that are developing now will determine how consumers behave in the years to come. Technology is changing behavior, expectations and prefere…

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California's Call Recording Rules Are Toughest in US

By: Tracey E. Schelmetic    6/23/2017

The latest group to fall into California's call recording trap are two anti-abortion activists who covertly video-recorded their private discussions w…

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Kardashian, West & Swift: A #TBT Call Recording Cautionary Tale

By: Maurice Nagle    6/22/2017

Call recording is a versatile tool. From quality assurance and compliance to court cases and customer service - maybe even a social feud or two - call…

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CallRail Adds Keyword Spotting to Call Recording

By: Andrew Bindelglass    6/22/2017

CallRail has added a service to its call recording platform that allows it to automatically spot keywords.

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Speed Case Resolution in Salesforce Service Cloud with Monet Live WFM

By: Tracey E. Schelmetic    6/22/2017

Salesforce Service Cloud's functionality can be extended further into managing the agent experience with the use of valuable add-ons and widgets that …

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Handling Social Complaints: Troll or Not Troll?

By: David Reimherr    6/22/2017

Many companies use social media and the Internet to handle customer service complaints. While this is convenient for consumers - and sometimes custome…

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Contact Center Gets New Boost from Aspect Via 17

By: Steve Anderson    6/22/2017

Aspect Software rolls out Aspect Via 17, a system that addresses a wide range of desirable points in the contact center environment.

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Call Recording Drives Customer Service

By: Steve Anderson    6/22/2017

Call recording systems, and other cloud phone system elements, can be a big help in providing the best in customer service for end users.

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AI Won't Replace Human Contact Center Agents Anytime Soon

By: Tracey E. Schelmetic    6/21/2017

Gartner has predicted that, by 2020, 85 percent of all customer interactions will no longer be managed by humans. This isn't to say that humans won't …

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Elision Technolab Delivers Contact Center Solution to PMC Bank

By: Michael Guta    6/21/2017

Elision Technolab delivers a turnkey contact center solution to PMC Bank to address the challenges it's faced in delivering quality customer support f…

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Selectra Sheds Infrastructure for ContactWorld Contact Center Solution

By: Maurice Nagle    6/20/2017

Today, NewVoiceMedia announced that Selectra signed a three year deal to leverage the ContactWorld for Service Platform. ContactWorld will replace the…

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Impressive Speaker List Announced for 2017 Mobile Payments Conference

By: Alicia Young    6/20/2017

Today, Mobile Marketing & Today announced the keynote lineup and other confirmed speakers for the 2017 Mobile Payments Conference (MPC). The event, wh…

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Keep Agent Engagement at the Heart of Operations

By: Alicia Young    6/20/2017

Engagement. It seems to be at the heart of everything we do these days, especially in the call center. Employee engagement is so important because it …

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Call Recording Week in Review: CallCabinet, Skype for Business, VoiceBase & More

By: Maurice Nagle    6/17/2017

Quality monitoring, training and compliance are just a few of the reasons why organizations are flocking to call recoding solutions. This modern neces…

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Contact Center Solutions Week in Review: Enghouse Interactive, MetroNaps, Oracle

By: Paula Bernier    6/17/2017

Contact Center Solutions this week tackled the topics of cloud contact centers, rest, service in the age of social support, and WebRTC.

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Instagram Helps Influencers Keep It Real

By: Paula Bernier    6/16/2017

Instagram is now providing tools explicitly designed for disclosing paid endorsements by influencers.

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Survey Shows Growth of Influencer Marketing

By: Andrew Bindelglass    6/16/2017

Influencer Marketing Hub recently unveiled a survey detailing just how much influencer marketing has grown.

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VoiceBase Announces New PCI Compliance

By: Paula Bernier    6/16/2017

VoiceBase's PCI Detection and Redaction features are now compliant with the Level 1 service provider designation of the 3.2 PCI DSS.

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Service in the Age of Social Support

By: Special Guest    6/15/2017

In the last decade, consumers have increasingly sought out social platforms as channels to both engage with brands and to consult with their highly-co…

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