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CUSTOMER NEWS

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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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…

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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…

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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…

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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 …

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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…

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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…

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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…

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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…

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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…

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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.

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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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