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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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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