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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5 Steps for Improving the Customer Service Experience

By: Mandi Nowitz    9/8/2017

Customer service is changing dramatically as customer expectations are evolving.. The next five years will be a game changer when it comes to an optim…

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5 Reasons Call Center AI Won't Replace Agents

By: Mandi Nowitz    9/7/2017

When it comes to Call Centers, many have begun to worry that when they call in, a robot or digital persona will be the one to guide them, as opposed t…

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Customer Loyalty Program - Can you Engage Customers with Custom Tokens?

By: Special Guest    9/6/2017

Nearly every type of business offers a customer reward program to its customers for their support and engagement. The reason behind customer loyalty p…

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How to Keep Improving Customer Satisfaction

By: Paula Bernier    9/1/2017

By evaluating agents, call centers can keep customer satisfaction, KPIs headed in the right direction.

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How to Interview Call Center Candidates

By: Paula Bernier    9/1/2017

Targeted questions and role play are the most effective ways to assess call center agent candidates.

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How to Succeed as a Contact Center Agent

By: Paula Bernier    8/22/2017

Here's a quick rundown of some tips on how contact center agents can best serve their customers, their employers, and - ultimately - themselves.

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Monet Brings WFM to Salesforce Service Cloud

By: Alicia Young    8/16/2017

Monet Software has integrated its WFM solution into Salesforce Service Cloud. According to the announcement, "Seamless integration between the two eff…

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Nine Points to Keep in Mind when Monitoring Calls

By: Alicia Young    8/15/2017

According to The Call Evaluation Model, which is a registered trademark of Resource International, there are nine key ingredients on which to base a c…

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CRM for Small Business Owners

By: Special Guest    8/14/2017

Maintaining relationships with customers and clients is essential in any field, form, or size of business, especially small business. Because small bu…

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Employee Morale Slipping? Implement These Fun Changes

By: Alicia Young    8/9/2017

Letting employee morale slip can be especially dangerous in a call center. Although customers may be interacting with agents through the phone or via …

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The Impact of Translation in Business

By: Special Guest    8/8/2017

Most businesses today are going global, as transportation, communication and technology continue to further develop and boost international commerce. …

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Chatbots Elevate Customer Service Agents to More Strategic Roles

By: Special Guest    8/7/2017

If you believe all the hype, chatbots and artificial intelligence (AI) are destined to completely replace customer service (CS) agents. However, data …

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Three Tips for Successful Agent Training

By: Alicia Young    8/7/2017

Once managers actually figure out which candidates they want to hire, they have to go through yet another long process: training. New hire training sh…

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Survey Results Indicate Need for Workforce Management Tools

By: Alicia Young    8/1/2017

CFI Group, a firm that specializes in delivering customer experience measurement and business insights, has released the results of the 2017 Contact C…

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What to Consider When Getting Started with WebRTC

By: Special Guest    7/31/2017

WebRTC offers immense benefits for the modern contact center. WebRTC, which stands for Web Real Time Communication, is a technology framework that ena…

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The Correlation Between Brand Reputation and Agent Training

By: Alicia Young    7/27/2017

In today's competitive business world, building your brand is the key to success. A brand that will stand out from the crowd needs to be unique, targe…

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QA Contributes to Brand Success

By: Alicia Young    7/25/2017

There are several components that contribute to a brand's overall success. Targeted marketing, creative advertising, product quality, stellar customer…

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Recipients of the 2017 Elite Contact Center Outsourcing Award Announced

By: CustomerZone360 News    7/24/2017

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

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The Benefit of WFM in Contact Centers

By: Alicia Young    7/19/2017

West UC states that WFM may consist of the following areas: time and attendance tracking; employee scheduling; demand prediction; benefits administrat…

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Top 3 Problems in the Call Center

By: Alicia Young    7/18/2017

Call centers are the backbone of most companies. Any organization large enough to have a call center in place relies heavily on the agents working the…

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Closing the CX Gap

By: Special Guest    7/10/2017

The CX Gap is broadly defined as that widening void where service delivery mechanisms fail to meet baseline customer needs or expectations. Anyone who…

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CUSTOMER Magazine Announces Winners of the 2017 CRM Excellence Award

By: TMC    7/10/2017

Trumbull, CT, July 10, 2017 - TMC, a global, integrated media company helping clients build communities in print, in person and online, today announce…

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WFM Empowers Agents and Boosts Productivity

By: Alicia Young    7/10/2017

One of the keys of WFM software is that it allows agents to self-manage, rather than having to be micro-managed by supervisors. WFM is all about empow…

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Customer Success Advocate: A Day in the Life

By: Amy Downs    7/7/2017

Trusted Advisor. Customer Champion. Trainer. Churn fighter. Renewal saver. Escalation manager. Advocate creator. Customer Success Advocates (CSAs) are…

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Five Steps to Reap the Benefits of a Remote Contact Center Team

By: Special Guest    7/6/2017

Agent engagement and retention is a top challenge for nearly every customer service leader. The average contact center experiences 30 to 45 percent tu…

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Data and Consumer Targeting: A Match Made in Heaven for Big Businesses

By: Anna Johansson    7/6/2017

As businesses gain more access to consumer data, the companies are finding it easier to target their customers and expand conversions without wasting …

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WebRTC is Transforming the Call Center

By: Alicia Young    7/5/2017

WebRTC is enabling the omnichannel approach by allowing customers to connect with agents through the click of a single button. With no need to install…

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The Secret to Motivating Millennial Agents

By: Steve Anderson    6/27/2017

With millennials an ever-increasing part of the labor force, workforce management offers some tricks to help keep them on task.

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Monet Software Joins Forces with Evolve IP for Improved WFM

By: Alicia Young    6/26/2017

Monet Software, a provider of cloud-based workforce optimization solutions for contact centers, recently announced that it has teamed up with Evolve I…

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The Future Consumer: 11 Customer Service Statistics and the Trends they Demonstrate

By: Special Guest    6/23/2017

The trends that are developing now will determine how consumers behave in the years to come. Technology is changing behavior, expectations and prefere…

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Speed Case Resolution in Salesforce Service Cloud with Monet Live WFM

By: Tracey E. Schelmetic    6/22/2017

Salesforce Service Cloud's functionality can be extended further into managing the agent experience with the use of valuable add-ons and widgets that …

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Keep Agent Engagement at the Heart of Operations

By: Alicia Young    6/20/2017

Engagement. It seems to be at the heart of everything we do these days, especially in the call center. Employee engagement is so important because it …

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Four Tech Hacks for Faster Customer Onboarding

By: Special Guest    6/14/2017

Customer onboarding is a critical first stage in customer experience. After all, first impressions make lasting impacts. Evidence suggests we form fir…

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Filling the Gap Between Help Desk Schedules and Adherence

By: Tracey E. Schelmetic    6/14/2017

Incorporating workforce management into Salesforce Service Cloud can make forecasting easier and more accurate, allowing contact centers to optimize t…

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Increasing Productivity in the Call Center

By: Alicia Young    6/13/2017

When a customer reaches out to a call center, that's often their first point of contact with a company. Therefore, it's in everyone's best interest fo…

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Workforce Management Makes Call Center Vacations a Breeze

By: Steve Anderson    6/8/2017

Managing vacation time in the call center can be a trial, but with the right workforce management, it can be a huge help.

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Improving the Consumer Goods B2B Customer Experience in a B2C World

By: Special Guest    6/6/2017

Thanks to the customer experience revolution, B2B users are now expecting convenience and speed while craving for personalized and connected touch poi…

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Can WebRTC Revolutionize the Contact Center?

By: Alicia Young    6/6/2017

There are a number of people who believe that WebRTC is gearing up to change the world. It is being applied in several new and innovative ways, and it…

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Choosing the Proper Workforce Management Solution

By: Laura Stotler    6/2/2017

Deploying a workforce management solution in the call center is a no brainer, but the right offering should meet a few important criteria.

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The Key to Managing Virtual Employees

By: Tracey E. Schelmetic    5/31/2017

In the contact center, workforce management is a challenging enough job when all agents are under the same roof. Increasingly, however, managers are h…

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Managing The Contact Center Across All Channels

By: Tracey E. Schelmetic    5/24/2017

Unless the contact center is prepared to meet customers in the omnichannel customer engagement model, it will be a lonely place for customers, and bus…

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ENGAGE 2017: A Week of Collaborative Learning

By: Special Guest    5/22/2017

Earlier this month, we held our annual Enghouse Interactive user conference, ENGAGE 2017, in Miami, Florida at the Conrad Hotel and Resort. ENGAGE 201…

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