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CUSTOMER NEWS

A Sentimental Journey: Unified Office and Customer Sentiment Analysis at ITExpo

By: Cynthia S. Artin    2/13/2018

TCNIQ uses AI and data mining to detect and analyze sentiment and keywords in recorded phone calls.

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So You Want to be A Call Center Agent

By: Mandi Nowitz    2/9/2018

If you are considering working as an agent in a call center, there are a few job requirements that every potential candidate needs to consider before …

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How Amazon is Changing Brick-and-Mortar Retail

By: Gerald Baldino    2/7/2018

Amazon Go is a major advancement, as customers don't even need to scan items or even take out a phone. The store's sensors communicate with the Amazon…

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How WFM Helps Call Centers Work Smarter

By: Paula Bernier    2/7/2018

Twenty percent of contact centers still use spreadsheets for forecasting and scheduling. That's a very inexact and manually-intensive way to handle th…

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How WFO Removes Contact Center Friction

By: Paula Bernier    2/2/2018

Removing customer friction should be a core goal for businesses in today's day and age. Monet Software's Chuck Ciarlo says workforce optimization solu…

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Are You a Hugger or Handshaker? The Answer Will Determine Your Sales Success

By: Special Guest    1/30/2018

I greet the people I care about with a hug. It doesn't matter if it is my wife, my friend, my co-worker, or my customer. A hug communicates something …

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Discussing the Downside of Callbacks

By: Paula Bernier    1/29/2018

The benefit of callback solutions is that callers don't have to remain on hold and call centers can offload some of their traffic during peak times. B…

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How to Advance Your Brand Through Contact Center Coaching

By: Paula Bernier    1/26/2018

One thing contact centers will probably want to avoid, however, is simply scoring agents and sharing those scores with that. That's the kind of thing …

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How Speech Analytics Can Stem Churn, Drive Opportunity

By: Paula Bernier    1/26/2018

Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agent…

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What Agents Have to Gain from AI

By: Paula Bernier    1/18/2018

IBM says AI-powered chat bots and conversational agents can answer up to 80 percent of contact center inquiries. That frees up human agents to address…

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Why Contact Centers Using Remote Agents Need WFM

By: Paula Bernier    1/12/2018

Hiring remotely-located contact center agents has a lot of benefits. But organizations that do so will want to have workforce management solutions in …

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How to Shop for Contact Centers

By: Paula Bernier    1/12/2018

Organizations that are shopping for new contact center offerings should be sure to consider their reporting requirements and whether the solutions the…

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Telecommunications 2020: How Enterprises Will Get a B2C Like Customer Experience

By: Special Guest    1/11/2018

Customer experience as a business driver dates to the age of brick and mortar stores where a poor in-store experience resulted in customers shying awa…

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AI, CTI, WFM Transform Call Centers

By: Paula Bernier    1/3/2018

Monet Software explains how AI, CTI, and WFM can transform call centers from cost centers to profit centers. AI has an array of applications in the ca…

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How Agent Training, WFM Impact CX

By: Paula Bernier    1/3/2018

In contact centers, agent training and workforce management are important in getting agents to answer calls quickly, reduce hold times, answer questio…

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SpotHero Selects UJET to Improve Customer Support

By: Mandi Nowitz    12/22/2017

Since deploying UJET's customer support platform, SpotHero has seen some dramatic improvements in both costs and service quality for employees and con…

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Fixing a Few Common Contact Center Problems

By: Maurice Nagle    12/21/2017

The contact center is expected to perform like a well oiled machine, serving customers in a rapid and satisfying manner. While this is the expectation…

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VHT, Videlica Bring Callback to EMEA

By: Paula Bernier    12/15/2017

Virtual Hold Technology's cloud-based callback solution is coming to the Europe, Middle East, and Africa region. VHT has extended its partnership with…

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What Call Centers Can Learn from Amazon, Starbucks & Target

By: Paula Bernier    12/14/2017

Businesses seeking to improve their call center operations may find it instructive to look at others in this arena (or other customer experience leade…

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Tips to Build Contact Center Relationships

By: Mandi Nowitz    12/6/2017

The best contact center agents are those who can build empathetic relationships with consumers, whether it is over the phone or online. Training for b…

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Success in the Contact Center

By: Paula Bernier    12/6/2017

To position contact centers for the greatest success, it's important for businesses to set and communicate both long- and short-term goals.

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Why Voice Can Make or Break CX

By: Paula Bernier    12/4/2017

Voice communications interactions can make or break a call center encounter. But, how people feel coming away from a call center experience is a resul…

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Keeping Customer Experience the Center of Customer Support

By: Special Guest    12/1/2017

The high-tech industry has been going through turbulent times over the last few years. Industry leaders compete against both old rivals and new start-…

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What's Next for Workforce Management

By: Paula Bernier    11/29/2017

As the year comes to a close, now would seem to be an excellent time to take stock of industry trends and pontificate about what we can expect next. I…

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TMC Announces Winners of the 2017 CUSTOMER Magazine TMC Labs Innovation Award

By: TMC    11/29/2017

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

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Aspect Announces New and Improved Aspect Via 17.1

By: Maurice Nagle    11/22/2017

Recently, contact center solution provider Aspect unveiled Aspect Via 17.1, enhanced with new operational and omni-channel capabilities. The complete …

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How WFM Can Work for You

By: Paula Bernier    11/21/2017

Workforce management is a specific discipline in this arena. It helps companies make sure they have the right human resources in place at all times.

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Tips to Improve Call Center Scripts

By: Mandi Nowitz    11/17/2017

Call center scripts can often appear mundane, robotic, and frankly, impersonal to the consumer on the other end. The monotony of having to repeat the …

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Online Tools Calculate WFM Savings, ROI

By: Paula Bernier    11/14/2017

Teleopti now offers online WFM Savings and ROI Calculator tools for prospects, partners. The company this month announced the availability of its WFM …

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Avaya Adds New Salesforce Integrations, More to Come

By: Maurice Nagle    11/7/2017

Today, Avaya announced fresh integrations with the Salesforce Service Cloud, contact center solutions and CRM environments to enable a modern, omnicha…

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Improving Contact Center Efficiency with RPA

By: Paula Bernier    11/7/2017

IBM in a recent blog said 85 percent of customer interactions by 2020 will be handled without a human agent.

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Does Your Partner Measure Productivity by Outcome or Output?

By: Special Guest    11/3/2017

The right partner will provide you with guidance and EXPERTISE, and not just a subscription for contact center "as a service." The right partner will …

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The Rise of Freelance & Online Talent Platforms

By: Paula Bernier    11/2/2017

Fifty-six percent of organizations plan to use online talent platforms to support their human resources efforts. This is according to Catalant Technol…

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Canceled AT&T iPhone X Orders Causes Uproar

By: Mandi Nowitz    11/1/2017

With an inundation of email and telephone complaints, AT&T encouraged customers to contact customer care to resolve the issues. But even customer care…

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How Customer Journey Mapping Fosters Cross-Functional Collaboration

By: Amy Downs    10/30/2017

Customers know when there is misalignment between various departments. When the right hand isn't talking to the left, it's apparent and it's the prima…

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Top Acknowledgement Statements for Customer Service Success

By: Mandi Nowitz    10/27/2017

Expressing empathy via a telephone is extremely hard as opposed to face to face contact. Discovering acknowledgment statements that will make the exch…

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Serenova Strengthens Portfolio with TelStrat Purchase

By: Maurice Nagle    10/23/2017

Today, Serenova announced the purchase of TelStrat, a provider of workforce management, analytics, quality and call recording solutions, which fits pe…

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Monet to Present WFM Masterpiece at Dreamforce

By: Maurice Nagle    10/16/2017

Joining the distinguished number of attendees at Dreamforce is Monet Software as a Bronze Sponsor and service cloud exhibitor. Over the course of the …

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Monet to Display WFM Masterpiece at Dreamforce

By: Maurice Nagle    10/16/2017

Joining the distinguished number of attendees at Dreamforce is Monet Software as a Bronze Sponsor and service cloud exhibitor. Over the course of the …

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Advanced Metrics Used to Enhance Call Center Performance

By: Mandi Nowitz    10/12/2017

When it comes to enhancing call center performance, advance metrics need to be implemented in order to ensure efficiency and a positive customer servi…

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How to Improve Call-Center Long-Term Productivity

By: Paula Bernier    10/11/2017

The good news is that there are a wide array of ways organizations can make their contact centers and the people working for them more efficient and e…

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CUSTOMER Magazine Announces Winners of the 2017 Contact Center Excellence Award

By: CustomerZone360 News    10/5/2017

TMCannounced the winners of its 12th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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How Signposting Can Expedite Service Calls

By: Paula Bernier    10/3/2017

People like knowing what to expect. And when contact center agents drop hints into the conversation about what will happen next, it can serve both to …

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Airota Highlights Workforce Management for Travel Industry

By: Paula Bernier    10/2/2017

Airota is showcasing its workforce management app at the TFWA World Exhibition.

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How Speech Analytics Are Beneficial to a Call Center

By: Mandi Nowitz    9/28/2017

Speech analytics have become essential but underused part of the call center operations. Calls are recorded then further analyzed in order to better u…

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CUSTOMER Magazine Announces Call for Entries: 2017 Workforce Optimization Excellence Awards

By: TMC    9/27/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today that its flagship publicatio…

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Ventana Research Deems Envision Hot Vendor

By: Paula Bernier    9/25/2017

Envision is listed as a Hot Vendor in the new Ventana Research Value Index Report for Workforce Optimization.

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NICE inContact Names Newest DEVone Member, Intradiem

By: Maurice Nagle    9/22/2017

Continuing to expand its DEVone developer program and CXexchange marketplace, NICE inContact announced the newest member to both: Intradiem. Now, the …

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Bright Pattern Brings Monet WFM Into the Fold

By: Maurice Nagle    9/13/2017

Today, Bright Pattern announced the addition of Monet WFM to its partner ecosystem with out-of-the-box integration. The addition gives agents and mana…

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Red Cross Hiring Call Center Temps in Louisville for Harvey Relief

By: Mandi Nowitz    9/11/2017

The American Red Cross in Louisville, Kentucky is looking to hire temporary call center representatives to assist with Hurricane Harvey relief attempt…

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