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CUSTOMER NEWS

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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IBM Watson Brings Influencer Insights to Conde Nast

By: Alicia Young    11/3/2016

For instance, if someone runs a social media page centered around food and finding the best places to eat in New York, they're probably not the right …

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Most Companies Not Moving Forward with UC Improvements Due to Lack of Tools

By: Stefania Viscusi    11/3/2016

The digital transformation is upon us. For years we've been talking about the great things technology would bring in the future as networks and infras…

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TelStrat Puts Customers First with Engage WFO SaaS

By: Alicia Young    11/2/2016

TelStrat, a developer of comprehensive call recording and workforce optimization (WFO) solutions, recently announced its new Engage WFO SaaS (Software…

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TeleWare's Fixed-Call Recording Finds Success with Microsoft Azure

By: Alicia Young    11/2/2016

Corrigill continued, "Migrating onto the cloud will enable TeleWare to offer a service to customers which is scalable and will flex with their demands…

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Small Improvements in Schedule Adherence Save Big Money

By: Tracey E. Schelmetic    11/1/2016

Adherence problems, of course, can lead directly to customer service problems. When agents aren't sticking to schedules, call queues get longer, email…

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Is Your Company Making These Customer Service Mistakes?

By: Special Guest    11/1/2016

Having analyzed real customer feedback from the 2016 Professionalism Matters "What Customers Really Want Survey," I've identified five TRAGIC Customer…

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Customer Service a Serious Differentiator in Competitive Fast Food Market

By: Laura Stotler    10/31/2016

Customer engagement wasn't considered a high priority at fast food restaurants for many decades. Convenience, affordable prices and delicious addictin…

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Call Recording Week in Review: Cebod, MegaPath, CSI

By: Stefania Viscusi    10/29/2016

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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Cebod Telecom Adds SMS and Combo Fax to its PBX

By: Michael Guta    10/28/2016

The popularity of hosted PBX solutions is being driven by many of the features service providers make available to their customers. Small and medium-s…

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Ventana Research Awards Aspect Innovation

By: Maurice Nagle    10/28/2016

When a customer contacts a company, they seek something rather simple, satisfaction. Whether it's via social media, chat, self-service or the telephon…

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Monet Software Answers Your Most Common Call Center Questions

By: Stefania Viscusi    10/27/2016

Call centers have gone through quite an evolution over the decades. Not just in how they treat customers and agents who work for them, but also in the…

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Call Attribution Becoming a Valuable Marketing Tool

By: Laura Stotler    10/27/2016

Finally, automatic call categorization is another way marketing teams are gleaning more value from call recording and attribution. Machine-learning te…

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Beauty Influencers Keeping it Real, Demanding More from Brands

By: Stefania Viscusi    10/27/2016

Influencer marketing has become a hot commodity today. Every brand wants in on it in some way. It's almost like word of mouth - but better. People tru…

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CSI Virtual Observer Completes Compliance Testing With Avaya IP Office

By: Casey Houser    10/26/2016

Coordinated Systems, Inc. (CSI), a developer of workforce optimization software, benefits from having its own product work well with the world's promi…

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Pinterest Gets in the Influencer Game with Pin Collective

By: Susan J. Campbell    10/26/2016

What criteria have you established for your influencer marketing initiatives? Do you look for those that have the best reach locally or do you put you…

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Consider Mentoring Programs to Engage Millennial Call Center Employees

By: Tracey E. Schelmetic    10/25/2016

While most workplaces today have employees who span generations - from Baby Boomers near retirement age through Gen-X and to younger Millennials begin…

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MegaPath Receives 2016 Hosted VoIP Excellence Award

By: Alicia Young    10/24/2016

Additionally, Hosted Voice supports MegaPath's unified communications (UC) platform, which combines IP business telephony with video calling, instant …

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Call Recording Week in Review: Dubber, CallRail, TelStrat

By: Stefania Viscusi    10/22/2016

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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Why Verizon Failed Despite Hiring Customer-Friendly Agents

By: Erik Linask    10/20/2016

I recently had a memorable customer experience - memorable, unfortunately, because it only served to grow my frustration over how little the nation's …

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How Strong Sales Leadership Drives Customer Obsession

By: Peg E. Ventricelli    10/20/2016

Today's businesses must be customer-obsessed. Successful organizations-from Salesforce to General Motors to Home Depot-have focused their efforts on c…

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Go for the Sure Win with Workforce Management

By: Susan J. Campbell    10/20/2016

The quick and easy win isn't always a possibility in business. While we would certainly get to our goals much faster, it doesn't mean that it's always…

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Traversing the Legal Minefield of Call Recording

By: Tracey E. Schelmetic    10/20/2016

Recording telephone calls for business purposes seems like it should be a straightforward process. It's useful, particularly for contact centers and s…

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Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Three

By: Special Guest    10/20/2016

8. Treating all customers the same - All customers are not created equal, and this is where canned responses and enforced scripting can go horribly wr…

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CallRail's New Conversation Intelligence System Improves Lead Qualification

By: Steve Anderson    10/19/2016

Salespeople want leads. Sales has long been a numbers game, and in order to have the numbers to win, it requires a slate of leads to follow up on. Cal…

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TelStrat Launches Engage WFO SaaS

By: Alicia Young    10/19/2016

The purpose of Engage WFO SaaS is to offer reliable and safe call recording and WFO services with quick and easy deployment. It is the next generation…

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