customer

CUSTOMER NEWS

Samsung Launches New Campaign to Improve Customer Service in India

By: Michael Guta    1/10/2017

Samsung has just launched a digital campaign to improve customer service across India by providing services to the doorsteps of rural and semi-urban c…

Read More

The Cloud Enables Mobile Workforce Management

By: Tracey E. Schelmetic    1/9/2017

Workforce management is more critical than ever, but with employees spread out over the country or the world, these solutions have had to go natively …

Read More

How to Keep Your User's Attention with Online Learning

By: Special Guest    1/9/2017

With so many high-impact distractions, it is sometimes difficult to maintain clear focus on a task. When planning your training session for an employe…

Read More

Contact Center Solutions Week in Review: Aspect, NICE, Genesys

By: Stefania Viscusi    1/7/2017

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 …

Read More

Why Businesses Keep Turning to Influencer Marketing

By: Steve Anderson    1/6/2017

A look back at influencer marketing in 2016 shows much of why marketers will likely keep turning to it in 2017.

Read More

Forrester Puts Aspect atop CCIM Leader List

By: Tracey E. Schelmetic    1/6/2017

Companies today require that all customer information be in the same place at the same time and accessible for all employees who touch the customer ex…

Read More

DMG Names NICE WFO Market Leader

By: Maurice Nagle    1/6/2017

Contact center solutions have come a long way from just a desktop phone. Today's omni-channel world presents new challenges to what serves as the fron…

Read More

Does Your Call Center Have the Tools to Succeed?

By: Stefania Viscusi    1/5/2017

We hear a lot about how new technologies and tools being offered for call centers are transforming the way companies serve customers. Sure, not having…

Read More

Manage Your Workforce Like It's 2017, Not 1995

By: Tracey E. Schelmetic    1/4/2017

If you're still managing your workforce like it's 1995, there is no way you're going to be able to please your customer base - or keep your workforce …

Read More

Avtex and Genesys Partner for Better Contact Center Solutions

By: Alicia Young    1/4/2017

Avtex and Genesys have entered into a strategic partnership to improve services and offer better contact center solutions.

Read More

Bahrain Launches New Contact Center

By: Andrew Bindelglass    1/3/2017

The Bahrain Center for Commerce and Industry has announced the launch of a contact center designed to better answer questions and serve customers.

Read More

What's Next in Influencer Marketing

By: Paula Bernier    1/2/2017

TapInfluence has come out with its 10 influencer marketing predictions for the year ahead.

Read More

2017 Will Bring a Surge of Practical Use of Chatbots

By: Tracey E. Schelmetic    12/30/2016

Going forward, look for more organizations (including e-commerce companies) to implement chat bots to take the place of interactive voice response (IV…

Read More

Security Fixes Keep SMS Safe in Contact Center Solutions

By: Tracey E. Schelmetic    12/30/2016

For companies wishing to retain this very easy and convenient way of communications for customer support as well as security, a few technology precaut…

Read More

Why Influencer Marketing Has Gone Mainstream

By: Paula Bernier    12/30/2016

Influencer marketing has gone mainstream. In fact, acorn says, "influencer marketing is now taking precedence over traditional marketing strategies li…

Read More

Cloud-based Contact Center Market on a Tear

By: Steve Anderson    12/29/2016

Looking for a market with big returns? Cloud-based contact centers are looking at a 26.08 percent CAGR through 2020.

Read More

Five9 Emphasizes Importance of Customer Experience at ITEXPO

By: Alicia Young    12/28/2016

TMC recently caught up with Five9's CMO Kevin Gavin, who will be speaking at ITEXPO, to discuss the importance of collaboration and the customer exper…

Read More

Ensure Workforce Management is Aligned with Company Goals and Culture

By: Tracey E. Schelmetic    12/28/2016

If the workforce management solution is driving employees in a way that doesn't achieve company goals, then the entire organization will be working ag…

Read More

Influencer Marketing's Growth Felt Throughout 2016

By: Steve Anderson    12/28/2016

New reports from Linqia suggest that 2016 was a big year for influencer marketing, and 2017 will likely be bigger.

Read More

Automating Quality Monitoring Makes Contact Center Management Easier

By: Tracey E. Schelmetic    12/27/2016

Often, workforce management and quality monitoring rely on sources from different places, such as spreadsheets, call logs, customer surveys or softwar…

Read More

Positioning Network Service Providers for Success with Cloud Contact Center Solutions

By: Special Guest    12/22/2016

Network Service Providers (NSPs), historically, have mostly operated in the connectivity business. But as cloud-based solutions continue to proliferat…

Read More

City of Mesa Employs Aspect Chatbot

By: Paula Bernier    12/21/2016

The City of Mesa in Arizona is employing an Aspect Software-powered chatbot with which residents can interact to do account management, mobile bill pa…

Read More

Ways to Optimize Call Center Solutions

By: Susan J. Campbell    12/20/2016

Call center solutions exist to streamline activities and improve the customer journey.

Read More

Managing Expectations on Chatbots

By: Tracey E. Schelmetic    12/20/2016

Chat bots won't engage your customers in a complex and nuanced conversation that leaves the customer with a shining impression of the company. They ca…

Read More

2017 Predictions for Call Center Technology

By: Special Guest    12/19/2016

2016 proved to be a successful year for contact centers, and 2017 is predicted to be even more dynamic and profitable for the call center industry. Wi…

Read More

Workforce Management to Remain in Strong Demand

By: Susan J. Campbell    12/19/2016

The benefits of workforce management are very real for small and medium businesses, driving strong growth through 2022.

Read More

Jailbreak Your iPhone for Call Recording

By: Andrew Bindelglass    12/19/2016

Apple tends to have limited options for call recording on iPhones. However, "jailbreaking" your iPhone opens up many new potential means for recording…

Read More

Why Retailers Should Be Planning Their Tech Tools for 2017's Holiday Season

By: Special Guest    12/19/2016

The holidays are in full-swing, and retailers are working through what is projected to be a highly profitable season. The National Retail Federation e…

Read More

Workforce Management Helps Blend Human and AI Resources

By: Tracey E. Schelmetic    12/15/2016

Managing the workforce now means managing a host of customer support entities both human and cyber.

Read More

Red Box Changes Improve Call Recording

By: Steve Anderson    12/15/2016

Red Box Recorders augment call recording programs to meet new regulations' demands.

Read More

Hosted VoIP Delivers Many Business Benefits

By: Paula Bernier    12/15/2016

Hosted VoIP solutions are worthy of serious consideration by businesses that are thinking about making a change to their communications systems. That'…

Read More

ITEXPO Panelist Five9 Lands Zendesk Deal

By: Steve Anderson    12/14/2016

Ahead of its upcoming exhibition at ITEXPO, Five9 lands a big new deal with Zendesk for telephony options.

Read More

Customer Success: Where to Start and What to Expect

By: Amy Downs    12/14/2016

Naturally, getting customer churn under control isn't an overnight effort. A Customer Success function with ears to the ground and the tools to flag c…

Read More

Are Your Influencers Trustworthy?

By: Alicia Young    12/14/2016

A study from Bloglovin' found that the No. 1 downfall of influencer marketing is a lack of authenticity and trustworthiness. So, what can your brand d…

Read More

Tips for Contact Center Omni-Channel Customer Engagement Excellence

By: Susan J. Campbell    12/14/2016

Focusing on the suggested areas will aid contact centers in delivering optimal omni-channel customer engagement.

Read More

Altru Taps TelStrat for Call Recording

By: Steve Anderson    12/13/2016

Healthcare needs call recording, and other tools, so Altru Health System recently tapped TelStrat's Engage WFO for such tools.

Read More

Why Workforce Management is a Must

By: Susan J. Campbell    12/13/2016

Workforce management helps to optimize processes, the work to be done and the way agents perform the work, leading to better outcomes overall.

Read More

How AI Can Optimize the Customer Experience and Shape the Modern Organization

By: Special Guest    12/12/2016

With more competition and unprecedented customer expectations, exceptional customer experience proves a key differentiator for service companies. Inno…

Read More

Call Recording Week in Review: Dubber, Peak UpTime, TelStrat

By: Paula Bernier    12/10/2016

Billionaire invested in Dubber, automatic call recording catches fire, and Peak UpTime and TelStrat join forces.

Read More

Call Recording Smartens Up Lava Metal

By: Steve Anderson    12/9/2016

The Lava Metal 24 feature phone offers some very smartphone-style features, but also boasts a built-in call recording system.

Read More

Dubber Call Recording Lands New Investment

By: Steve Anderson    12/8/2016

Call recording operation Dubber lands noteworthy new investment from one of the biggest names in investing around.

Read More

Ying-Yang in Customer Interaction

By: Special Guest    12/8/2016

We are used to utilizing many statistical reports for our analyses of efficiency, quality, resource, profitability and loyalty. Data we obtain from th…

Read More

Inadequate Interest and Ineffective Product Experience

By: Special Guest    12/8/2016

In the industry of "Interaction and Call Center," as we all know, both in-house and outsourcer companies add new tools into their product portfolios b…

Read More

Tips for Workforce Management Success

By: Susan J. Campbell    12/8/2016

Workforce management is sure to be more successful when agents have access to information and stress relief.

Read More

Anywhere365 Now Available on AudioCodes' CloudBond 365

By: Alicia Young    12/7/2016

Anywhere 365, a native Skype for Business based Contact Center and Dialogue Management platform, is now available on AudioCodes' CloudBond 365 applian…

Read More

Chatbots, Personalization, Self-Service Are Growing Trends

By: Paula Bernier    12/7/2016

Aspect Software, Sharpen, and ShoreTel offer customer experience predictions for 2017.

Read More

TelStrat and Peak UpTime Partner for Improved Call Recording

By: Alicia Young    12/7/2016

Peak UpTime and TelStrat have joined forces to provide comprehensive call recording and workforce optimization solutions to contact centers.

Read More

Taking Customer Experience Beyond Marketing

By: Special Guest    12/7/2016

In a world full of competition in every sector, customer experience is one of the measures that influence the success of a company. One mistake that m…

Read More

Automatic Call Recording Increasingly Popular

By: Steve Anderson    12/5/2016

Some new apps offer automatic call recording, making a powerful new tool readily available, a move that may have some downside.

Read More

Holiday Customer Support Starts with Workforce Management

By: Tracey E. Schelmetic    12/5/2016

How do you make sure your workforce is ready for holiday customers? You make sure your workforce management system is up-to-date and capable of scalin…

Read More