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CUSTOMER NEWS

Workforce Management Challenges and How to Solve Them

By: Tracey E. Schelmetic    3/30/2017

Spreadsheets were once the method of choice for workforce management, and creating these manually required a skilled, numbers-savvy manager who spent …

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Influencer Marketing Budgets Growing

By: Andrew Bindelglass    3/30/2017

A recent study from Marketing Dive found that budgets for influencer marketing are growing.

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Tidal Labs Rolls Up New Influencer Marketing Growth

By: Steve Anderson    3/30/2017

Tidal Labs' influencer marketing content-as-a-service (CaaS) program sees impressive growth on a year-to-year basis thanks to a variety of factors.

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Call Centers' Leg Up With Amazon Web Services

By: Steve Anderson    3/29/2017

A new development from Amazon Web Services means a lot more power for call centers, turning to cloud-based systems for extra benefit.

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Amazon, Serenova Announce New Contact Center Solutions

By: Paula Bernier    3/29/2017

Serenova this week is demonstrating a new agent interface for its CxEngage solution. And yesterday Amazon Web Services announced Amazon Connect, which…

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Caring for Your Workforce: Are You Doing Enough?

By: Stefania Viscusi    3/28/2017

How can you keeping your best employees from quitting? Workforce management tools combined with caring and respect for employees will go a long way in…

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Congress Once Again Proposes Call Center Offshoring Legislation

By: Tracey E. Schelmetic    3/28/2017

If this act became law, cloud contact center solutions could help companies that traditionally outsourced to keep contact center work in the U.S. whil…

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Genesys Adds Features to Contact Center Solution

By: Andrew Bindelglass    3/27/2017

Genesys used Enterprise Connect to unveil new product features for its contact center solutions.

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Contact Centers Should Shoot for Success in Customer Experience Game

By: Laura Stotler    3/27/2017

Contact centers can learn some valuable lessons about agent coaching and preparedness from the March Madness basketball tournament.

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#HASHOFF Promotes Organic Social Influencer Marketing

By: Michael Guta    3/24/2017

The new Amplified platform from #HASHOFF is going to be shaping influence with organic social influencer marketing through the paid media targeting of…

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Adidas Taps Influencers to Drive Women's Apparel Sales

By: Paula Bernier    3/23/2017

Sports retailer Adidas has aligned with 25 female social media influencers in an effort to double its share of the women's sports apparel market by 20…

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Linc's New Chatbot Means Better Customer Experience

By: Steve Anderson    3/23/2017

Linc's new universal chatbot for voice and digital platforms looks to improve customer service, customer experience, and hopefully, profitability.

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Avaya Honored for Exceptional Customer Service

By: Alicia Young    3/22/2017

Avaya recently received the NorthFace ScoreBoard Award from Omega Management Group for its exceptional customer service.

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Aspect Software Named "Best of the Best" Professional Service Organization

By: Frank Griffin    3/21/2017

Aspect Software was just recognized by SPI Research as a "Best of the Best" Professional Service Organization, which is given to companies for bottom …

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Customer Success: A Dash of Data and a Pinch of People

By: Amy Downs    3/21/2017

Data has become the secret sauce for most companies. Businesses now recognize that data drives product development, marketing and sales decisions. Mos…

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The Future is in the Clouds

By: Special Guest    3/21/2017

Call centers have since evolved to become contact centers, and today's customers expect choices in the way they choose to communicate and they expect …

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Head Germany GmbH Deploys Avaya's Contact Center Solutions

By: Michael Guta    3/21/2017

Head Germany GmbH is going to deploy Avaya IP Office and Avaya Customer Engagement to access contact center solutions that will improve customer engag…

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The Help Desk Learns Workforce Management from the Call Center

By: Tracey E. Schelmetic    3/21/2017

All the things that make a help desk succeed, including adequate staffing, accurate forecasts, intraday management, schedule adherence, and workload t…

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Enghouse Interactive Introduces New Contact Center Solution

By: Alicia Young    3/21/2017

Enghouse Interactive has launched its newest contact center solution: QMS 7.0

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Monet Software WFO Live Wins Innovation Award

By: Stefania Viscusi    3/20/2017

To honor the advancements of Monet Software's work, TMC recently presented the company with a 2017 Workforce Optimization Innovation Award for its WFO…

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8x8 Adds Features to Simplify Cloud Contact Center Adoption

By: Frank Griffin    3/20/2017

8x8 has introduced new Virtual Contact Center Editions along with implementation packages to simplify cloud contact center adoption for organizations …

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OpenMethods and Next Caller Partner for New Contact Center Solutions

By: Michael Guta    3/20/2017

OpenMethods and Next Caller have announced an integration partnership that will allow operators to automate the identification and authentication of u…

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Contact Center Solutions Week in Review: VHT, Enghouse, TAS United

By: Stefania Viscusi    3/18/2017

The Contact Center Solutions Week in Review offers a chance to quickly go over the top headlines from the past week related to workforce optimization …

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WEM: The Answer for Hundreds of Desperate Contact Centers

By: Special Guest    3/16/2017

Plagued by churn, absenteeism and declining CX standards, contact centers across the world are currently facing a series of challenges unprecedented i…

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Secrets to Making the Case for New HCM Technology

By: Special Guest    3/15/2017

You've done your market research. You've sat though a dozen technology demonstrations. You've followed up with references and combed through countless…

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Presence Widgets Named 2017 CUSTOMER Product of the Year

By: Alicia Young    3/15/2017

TMC's CUSTOMER magazine has named Presence Widgets a 2017 Product of the Year Award winner.

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Tips for Ensuring a Smooth Transition to WFM Software

By: Tracey E. Schelmetic    3/14/2017

Executives are looking for very rapid return on investment - by the end of the week - and get a little nervous when it doesn't happen immediately. Tho…

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Analytics Are the Key to Avoiding Customer Complaints

By: Tracey E. Schelmetic    3/14/2017

Many modern contact center solutions have built-in analytics that can track these small details and turn the data into actionable intelligence. Workfo…

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What to Watch for in Influencer Marketing

By: Steve Anderson    3/14/2017

With the first quarter of 2017 almost up, here's what to watch for this year in influencer marketing.

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Better Customer Relationships Start at the Call Center

By: Stefania Viscusi    3/13/2017

Customer relationships are important for any business today. Finding out how to meet customer needs and beat the competition is the goal. Real time an…

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TAS United Helps Contact Centers Embrace Cloud Storage

By: Alicia Young    3/13/2017

TAS United has released a new contact center solution that will help organize and secure call recordings.

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VHT and Voxai Bring Omnichannel Contact Center Solutions

By: Andrew Bindelglass    3/13/2017

VHT and Voxai are working together to bring greater efficiency to contact centers.

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Study Reveals Need for Successful Influencer Marketing

By: Andrew Bindelglass    3/13/2017

A new study from influencer marketing facilitators has found that consumer trust in brands has fallen immensely.

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Contact Center Solutions Week in Review: 8x8, NewVoiceMedia, Aspect

By: Stefania Viscusi    3/11/2017

The Contact Center Solutions Week in Review offers a chance to quickly go over the top headlines from the past week related to workforce optimization …

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Contact Centers Get New Help from 8x8

By: Steve Anderson    3/10/2017

8x8 reveals a new communications cloud that should bolster the contact center, and also offers word on its LeChat acquisition.

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CUSTOMER Magazine Announces Winners of First Workforce Optimization Innovation Awards

By: TMC    3/10/2017

Several overarching technology trends - including cloud computing, a growing demand for single-vendor contact center solutions, increased attention to…

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New Guidance Calls for Clarity in Influencer Marketing

By: Steve Anderson    3/10/2017

New guidelines from the Committee of Advertising Practice urge both influencers and influencer marketing practitioners to be open and honest about spo…

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WFM: Continuous Improvement with Quality Monitoring

By: Stefania Viscusi    3/9/2017

Workforce management tools are vital to the success of a call center today. Are you doing enough to improve quality monitoring? Here are some tips for…

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Setting the Right Tone: Why Customer Success Starts in Sales

By: Special Guest    3/9/2017

People don't like being sold to in the traditional sense, and they don't respond well to overt sales pitches. Generic, overblown messages simply don't…

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NewVoiceMedia Updates Contact Center, Sales Solution

By: Paula Bernier    3/9/2017

The latest refresh of NewVoiceMedia's ContactWorld provides businesses with enhanced APIs and the ability to send SMS messages. ContactWorld also now …

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Today, the Customer Experience Stage is the Smartphone

By: Tracey E. Schelmetic    3/9/2017

Customer mobility has powerful implications for companies designing customer experiences (and the contact center solutions to support them) for 2017.

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Analytics Provide a Boost to Human Contact Center Agents

By: Tracey E. Schelmetic    3/8/2017

Increasingly, speech analytics can help with workforce management by determining which agents are the best choices to handle certain calls.

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Financial Advisors Need to Be Social

By: Paula Bernier    3/8/2017

Financial services companies can use social media as more than just a way to broadcast messages to their customers and potential clientele. They can l…

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Speech Analytics Market Experiencing Rapid Growth

By: Andrew Bindelglass    3/6/2017

The speech analytics market is expected to reach almost $2 billion in the next five years.

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Contact Center Solutions Week in Review: Callidus, Cyara, Bright Pattern

By: Stefania Viscusi    3/4/2017

The Contact Center Solutions Week in Review offers a chance to quickly go over the top headlines from the past week related to workforce optimization …

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The #KCASquad of Influencers Hits 2017 Kids' Choice Awards

By: Alicia Young    3/3/2017

Nickelodeon's 2017 Kids' Choice Awards will have a new element to them this year-the "KCA Social Squad" of influencers.

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Brands Increasingly Turn to Influencer Marketing

By: Steve Anderson    3/3/2017

Influencer marketing is an increasingly popular target for brands to place marketing dollars in a bid to get their message in front of interested user…

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Zenmonics Customers Bank on Omnichannel CX

By: Paula Bernier    3/3/2017

A company called Zenmonics announced earlier this week that two financial institutions have recently come aboard its channelUNITED customer service pl…

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Study Finds Growth in Workforce Management Tech in the UK

By: Tracey E. Schelmetic    3/3/2017

The study found that there has been a strong increase in usage of workforce management technology in the past year. Since the beginning of 2016, respo…

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ServiceMotivate Takes Aim at Agent Engagement

By: Maurice Nagle    3/3/2017

Callidus Software Inc. announced a new armament for the contact center arsenal promising to improve the customer experience and agent performance, Ser…

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