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CUSTOMER NEWS

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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Siemens Takes a Global Approach to VoC

By: Special Guest    3/7/2017

Each division within Siemens constantly looks for ways to increase efficiencies and grow its customer base. Additionally, it's important to know that …

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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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Voxai and Cyara Partner to Improve Contact Center Solutions

By: Alicia Young    3/2/2017

Voxai Solutions, Inc. has teamed up with Cyara in the hopes of enhancing its customer contact center technology.

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Nuance Honored at 2017 Stevie Awards

By: Michael Guta    3/2/2017

Nuance Communications was recognized at the 2017 Stevie Awards for innovations in contact center solutions and was named an industry leader in intelli…

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Bright Pattern Expands Reach to Australia and New Zealand

By: Alicia Young    2/28/2017

Bright Pattern announced that it is bringing its cloud contact center software to Australia and New Zealand in a move to expand its global reach.

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Overusing Customers' Names Feels Like Forced Sincerity

By: Tracey E. Schelmetic    2/28/2017

It's up to call center management to understand that quality of service shouldn't be sacrificed for time. An agent asking a customer how he/she liked …

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Contact Center Solutions Week in Review: Broadsoft, Cyara, Avaya & More

By: Maurice Nagle    2/25/2017

With the weekend upon us, there's no better time than the present to take a look at the week that was in contact center solutions: Time for the Week i…

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John Chambers, Andreesen Join Pindrop Board

By: Paula Bernier    2/24/2017

John Chambers, Cisco's chairman, and Martin Casado, of Andreessen Horowitz, have joined the board at voice security and authentication company Pindrop…

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Recipients of the 2017 CUSTOMER Products of the Year Award Announced

By: TMC    2/24/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2017 CUST…

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Dovetale Uses Image Recognition to Unite Influencers and Brands

By: Frank Griffin    2/24/2017

Dovetale has launched a new platform that brings social media influencers and brands together based on image recognition and machine learning for YouT…

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Workforce Management Market Set to Grow

By: Tracey E. Schelmetic    2/23/2017

There is evidence that many organizations are finding that modern workforce management solutions are the answer to the over- or under-staffing problem…

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What to Know About Influencer Marketing

By: Steve Anderson    2/23/2017

It's a powerful new tool, but what are the important things to know about social media influencers and influencer marketing?

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Taylor Reach Group Brings Consulting Services to India

By: Michael Guta    2/23/2017

The Taylor Reach Group just announced that it is bringing its global contact center solutions consultancy to India. Additionally, the company also sta…

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Understand Your Business Better: Take a Walk in the Contact Center

By: Tracey E. Schelmetic    2/23/2017

Decision makers often have too little insight into their products, services and customers to make smart decisions or engage in meaningful workforce ma…

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Red Cross Taps BroadSoft for Contact Center

By: Steve Anderson    2/21/2017

BroadSoft's CC-One SaaS system proves to be just what the American Red Cross needs for rapid, high-scale contact center operations.

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Gartner Names Amdocs Leader in 2016 Magic Quadrant for IRCM

By: Frank Griffin    2/21/2017

Amdocs receives yet another award, this time from Gartner as it names the company Leader in its Integrated Revenue and Customer Management (IRCM) Magi…

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Cyara CX Now Interoperable With Avaya

By: Steve Anderson    2/20/2017

New reports say that the Cyara CX virtual agent application is now completely compliant with a slate of Avaya tools.

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