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CUSTOMER NEWS

Here's How Shaping Influence Drives Brands

By: Steve Anderson    12/5/2016

New studies reveal how the use of shaping influence via social media gives brands an edge in the marketplace.

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Call Recording Week in Review: SIP Print, Knowlarity, UCedge, Toshiba

By: Stefania Viscusi    12/3/2016

The Call Recording Week in Review highlights all the biggest headlines from this past week in the Call Recording space.

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Empower Customers with Interactive Text Response

By: Tracey E. Schelmetic    12/2/2016

Despite the industry push for omnichannel customer engagement and great customer "journeys" by leveraging contact center solutions, hold times with mo…

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CNN Acquires Beme to Attract Millennial Viewers

By: Alicia Young    12/2/2016

CNN has acquired Beme, a mobile video app created by YouTube influencer Casey Neistat, to reach millennials who prefer to get their news digitally.

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SIP Print Brings Call Recording to nexogy

By: Stefania Viscusi    12/2/2016

nexogy recently partnered with SIP Print to bring call recording options to its customers asking for on-premises equipment.

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Knowlarity Gains $20 Million Funding Round

By: Casey Houser    12/1/2016

Asian telecommunications company Knowlarity has received approximately $20 million in funding from new backer Delta Partners Capital and long-time sup…

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CUSTOMER Magazine Announces Recipients of the 2016 Customer Experience Innovation Awards

By: TMC    12/1/2016

The 2016 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences o…

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TMC Announces Winners of the 2016 CUSTOMER Magazine TMC Labs Innovation Award

By: TMC    12/1/2016

The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…

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UCedge Adds Call Recording and Other Features

By: Michael Guta    12/1/2016

Toshiba upgrades UCedge with features designed to give todays workforce remote access on multiple devices, while giving organization powerful tools su…

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CallCabinet, Contineo Partner on Call Recording

By: Steve Anderson    11/30/2016

The combined efforts of CallCabinet and Contineo Virtual Communications produce a powerful new option in call recording.

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Leveraging Technology to Foster Trust and Enhance Customer Experience

By: Special Guest    11/30/2016

Keeping up with technology trends in the contact center takes a lot of work, but it offers a big reward. A positive approach that treats customers wit…

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Train Your Reps for Customer Service and Marketing

By: Stefania Viscusi    11/29/2016

Better workforce management means getting to understand different departments and delivering the same training to get everyone on board for success.

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Look for These Qualities When Hiring Call Center Agents

By: Susan J. Campbell    11/29/2016

You're already looking to hire the obvious skillsets, but overlooking these attributes could challenge even the best workforce management solutions.

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Funny, Informative Earned Media Gives Brands Best Return

By: Steve Anderson    11/23/2016

When brands want to shape influence, earned media content offers the best returns.

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VirtualPBX's Dash System Gets Call Recording Capability

By: Alicia Young    11/23/2016

VirtualPBX has decided to incorporate call recording capabilities into its Dash business phone systems.

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Eastern DataComm Partners With Xima Software to Provide its Call Technology

By: Michael Guta    11/23/2016

Eastern DataComm will have advanced call recording solutions for its customers with the new partnership it formed with Xima Software.

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InContact Awards Fluent for Innovative Contact Center

By: Casey Houser    11/22/2016

InContact has awarded Fluent for its innovative use of a call center API that automatically pairs call recordings with existing customer data.

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Despite Recent Decrease, Robocalls Still Affect Millions in US

By: Casey Houser    11/22/2016

Robocalls toward U.S. residents decreased slightly from Sept. to Oct. this year, says YouMail, but they still saw a significant increase from Oct. 201…

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Skillful Scheduling Navigates Contact Centers through the Dark Months

By: Tracey E. Schelmetic    11/22/2016

The end of the year presents multiple challenges to contact center managers. A good call center scheduling plan, backed up by a flexible solution, can…

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The Importance of Video on Social Media

By: Andrew Bindelglass    11/21/2016

A majority of viewers interact with brands on social media, mainly by watching videos. Marketers should thus make video a central part of their strate…

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AI Can Help Boost Agents' Emotional Intelligence

By: Tracey E. Schelmetic    11/21/2016

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the …

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Almost One in Seven Calls is Either Fraudulent or a Telemarketer

By: Steve Anderson    11/21/2016

Baidu's DU Caller call recording tool reveals 15 percent of calls fraudulent or telemarketing-based in the United States.

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Keys to Influencer Marketing Campaigns

By: Andrew Bindelglass    11/18/2016

Marketers are seeing a lot of success leveraging influencer marketing. Here are some best practices to follow when doing so.

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What Contact Centers Look for in a Cloud Service Provider

By: Special Guest    11/17/2016

The contact center has evolved as customer expectations have become more demanding. Complex technology is required to manage the increasingly connecte…

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Six Factors Explain Business Success with Social Media

By: Mostafa Razzak    11/17/2016

While many businesses see social media as an afterthought, successful leaders are espousing the value of Social Selling as a means of shaping influenc…

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NICE Gives Los Angeles Communications Systems New Recording Options

By: Steve Anderson    11/17/2016

Call recording goes to IP radio with new NICE connection for Los Angeles County communications.

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Top Three Ways to Prepare your Call Center Staff for Peak Season

By: Special Guest    11/17/2016

The key to maintaining (and enhancing) customer satisfaction during the holidays is by prepping call centers, and entire customer care organizations, …

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A Startup's Secret Sauce: Customer Experience

By: Special Guest    11/17/2016

One of the defining characteristics of virtually any successful startup is an obsession with perfectly calibrated customer experience.

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Yeastar's S-Series VoIP PBX Offers New Tools to Stop Annoying Calls

By: Steve Anderson    11/16/2016

Yeastar's new S-Series offers blacklisting, automatic call recording to help stop the worst of nuisance calls.

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Southern California District Court Dismisses TCPA Claim

By: Special Guest    11/15/2016

Businesses that engage in telemarketing can place or send thousands of calls, texts, or faxes each day. Call recording helps ease the risks for such b…

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How Call Recording Helps Ensure HIPAA Compliance

By: Susan J. Campbell    11/15/2016

HIPAA and MIPPA rules must be followed using call recording as a primary tool for compliance. Learn how this technology lends value.

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To Spot Customer Support Problems, Become Your Own Customers

By: Tracey E. Schelmetic    11/15/2016

The best possible way to improve the customer experience is to look for the biggest roadblocks - customers' biggest aggravations - and eliminate them …

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Why Cultural Diversity is a Must in the Contact Center

By: Susan J. Campbell    11/14/2016

Workforce management focused on cultural diversity in the contact center leads to better outcomes in productivity, employee satisfaction and a healthy…

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Three Tips for Improving Customer Service with Technology

By: Special Guest    11/14/2016

Technology is whatever you make of it, and in a place of business you can harness it to bring you and your customers closer together to create a more …

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TeleTech Acquires Atelka, a Canadian BPO Provider

By: Casey Houser    11/14/2016

Atelka, a business process outsourcing (BPO) provider in Canada, uses a force of nearly 3,000 employees to offer customer contact support for its ente…

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Call Recording Being Leveraged for Emergency Situations

By: Andrew Bindelglass    11/14/2016

The ICE Blackbox app allows users to automatically send a bevy of information to family in the event of an emergency by using call recording.

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Call Recording Week in Review: Sabio, NewVoiceMedia, MiaRec

By: Stefania Viscusi    11/12/2016

The Call Recording Week in Review highlights all the biggest headlines from this past week in the Call Recording space.

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Over Half of Small Business Owners Ignore Social Media Marketing Altogether

By: Steve Anderson    11/11/2016

Shaping influence with social media marketing is gaining a lot of ground, but plenty of small business users aren't using it at all.

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Report: Millennials are Media-Hungry, Multicultural, Opinionated & Loyal

By: Paula Bernier    11/11/2016

A new report from Buzz Marketing Group offers detailed insight into the media consumption habits, news sources, opinions, and preferences of millennia…

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Vox Rolls Out Vobi to Make New Value in Telephony

By: Steve Anderson    11/11/2016

With multiple packages available, Vox's Vobi system means new value in telephony and easier call recording options.

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Successful Leaders Encourage Autonomy and Empower Their Team Members

By: Laura Stotler    11/11/2016

Combining leadership skills and teambuilding activities is the best way to strengthen a team and facilitate successful workforce management.

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Unlocking the Full Potential of Contact Center Analytics

By: Special Guest    11/10/2016

Analytics can help improve efficiency and work within almost any industry that comes to mind. The hype around big data and analytics is evident everyw…

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AA Ireland Chooses Sabio for Contact Center Refresh

By: Alicia Young    11/9/2016

Specifically, the new contact center will be based on an advanced Avaya Aura Communications Manager platform and an Avaya Call Management System. Addi…

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Study Notes Contact Centers Are Increasingly Moving to the Cloud

By: Paula Bernier    11/7/2016

In case there was ever any doubt, a new study indicates that cloud-based contact center technologies are gaining momentum and that companies of all si…

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Why Call Center Scheduling Demands Automation

By: Susan J. Campbell    11/7/2016

The call center can instead improve performance and outcomes with a focus on an automated workforce optimization solution to manage call center schedu…

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NewVoiceMedia Releases Winter 2017 ContactWorld Update

By: Casey Houser    11/7/2016

NewVoiceMedia, a developer of sales and contact center software for enterprises, announced this week the release of its Winter 2017 release of product…

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MiaRec to Introduce New Functionality at BroadSoft Connections 2016

By: Alicia Young    11/7/2016

MiaRec, a global provider of call recording and interaction management solutions offers call recording, screen capture and contact center solutions fo…

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Call Recording Week in Review: TeleWare, TelStrat

By: Stefania Viscusi    11/5/2016

Welcome to the latest version of Call Recording Week in Review where we highlight all the biggest headlines from this past week in the Call Recording …

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Defining Your Ideal Social Influencers

By: Tracey E. Schelmetic    11/4/2016

Most companies today monitor social media to some extent, and for good reason: it's a free treasure trove of organic, unsolicited customer opinions on…

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The Tricky Business of Meeting PCI DSS Requirements While Recording Calls

By: Laura Stotler    11/3/2016

Security and privacy compliance mandates and regulatory requirements can pose a challenge for any market sector. The call center industry is especiall…

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