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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Contact Center Solutions Week in Review: Amdocs, NeoNova, Yappy

By: Stefania Viscusi    2/18/2017

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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JMRConnect CEI Wins Best Marketing Technology for Its Effectiveness in Shaping Influence

By: Erik Linask    2/17/2017

Last night in Chicago, as part of its In2 Summit, The Holes Report named the winners of its 2017 North America In2 SABRE Awards. The program targets t…

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Technology Trends Point to Automation and Improved Customer Experience

By: Laura Stotler    2/17/2017

The top 2017 contact center technology trends will facilitate automation, efficiency and an improved, omni-channel customer experience.

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Amdocs Leading Global Revenue and Customer Management Systems Market

By: Frank Griffin    2/17/2017

Amdocs has reported analyst firms have ranked the company as a leader in the revenue and customer management systems market along with awards that hav…

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Contact Center Solutions Are a Bridge between Agents and Customers

By: Tracey E. Schelmetic    2/16/2017

It's call center management's job to ensure that agents have the right tools to service customers in a way that delights those customers. Without upda…

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AI for Contact Centers Raises Billions in Funding

By: Andrew Bindelglass    2/15/2017, a startup that creates artificial intelligence for analyzing sales calls, has completed a round of funding.

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Seeing Beyond the Customer Loyalty Illusion

By: Special Guest    2/15/2017

Traditional customer loyalty programs are costing organizations significantly more and delivering significantly less than they used to. With 78 percen…

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NeoNova Takes Over Nex-Tech's Help Desk Service Contracts

By: Alicia Young    2/14/2017

NeoNova announced this week that it has acquired the service contracts for Nex-Tech's enterprise help desk customers.

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Influencer Marketing Pitfalls Amid NFL's Israel Visit

By: Steve Anderson    2/14/2017

A planned visit to Israel for several NFL players goes south amid discovery of influencer marketing plans.

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Consumers Want Original Content: Enter Market Influencers

By: Andrew Bindelglass    2/14/2017

Facebook's new ad algorithms have left users craving more original content, offering a prime opportunity to leverage market influencers.

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AI, CX, Emotional Intelligence & Love

By: Paula Bernier    2/14/2017

There's a lot of talk about emotional intelligence in customer service these days. And now artificial intelligence can help businesses better understa…

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Forecasting is a Critical Element of Workforce Management

By: Tracey E. Schelmetic    2/13/2017

Many workforce management solutions today specialize in creating accurate forecasts. Buyers of WFM solutions should ensure that any tool they're evalu…

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Yappy Integrates IBM Watson for Cognitive Business Communications

By: Michael Guta    2/13/2017

Yappy has integrated IBM Watson to help with business communications so organizations can grow and manage the relationship with their customers for gr…

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INNITEL Unveils Omnichannel Contact Center Solution at ITEXPO

By: Alicia Young    2/9/2017

INNITEL introduced updates to its Atomic omnichannel contact center solution at ITEXPO.

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Oracle and Radish Partner for Visual Contact Center Experience

By: Alicia Young    2/9/2017

Clearly, teaming up with Oracle was a smart idea for Radish because this move allows the company to reach a whole new customer set. Likewise, a smart …

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Businesses Need to Change to Embrace Influencer Marketing

By: Laura Stotler    2/9/2017

Businesses need to change the way they approach marketing to truly take advantage of the benefits of influencer marketing campaigns.

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Five Must-Have Sales Management Tools

By: Peg E. Ventricelli    2/9/2017

Top-notch sales execution is critical to maintaining an edge in today's highly competitive business environment. Consequently, sales leaders' No. 1 pr…

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Innervate Releases Influencer Marketing Program

By: Andrew Bindelglass    2/8/2017

Innervate announced this week its new influencer marketing program, Gamesight.

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Workforce Management Delivers Value Where It Counts Most

By: Tracey E. Schelmetic    2/7/2017

With WFM, the appropriate data is automatically collected and delivered so you always know how you're doing. Being able to track metrics is an importa…

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The Power of Desktop Analytics

By: ASC Horizons    2/7/2017

When a contact center agent speaks to a customer, something magical happens beyond instruction, service or an exchange of information. A human connect…

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Masergy Releases Cloud Contact Center for Productivity

By: Alicia Young    2/7/2017

Masergy's Cloud Contact Center provides an omnichannel system that is supposed to help companies transition to a unified cloud platform, which will ul…

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Salesforce Makes Acquisition to Improve User Experience

By: Andrew Bindelglass    2/6/2017

Salesforce has announced that it has acquired Sequence, a user experience design agency, to improve its own user experience.

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Improving Productivity and Efficiency in the Contact Center

By: Tracey E. Schelmetic    2/6/2017

Efficiency and productivity are the two most important elements of successful call center management. Neither will be easy to maintain: no red light f…

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Contact Center Solutions Week in Review: Aspect Taking Contact Centers to Next Level

By: Stefania Viscusi    2/4/2017

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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Ensuring a Diversity of Data in AI-Led Self-Service

By: Tracey E. Schelmetic    2/3/2017

When it comes to enterprise data, diversity is a good thing. Companies use a great deal of data today to make predictions, build schedules, manage the…

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