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CUSTOMER NEWS

Digital Channels are Increasing the Demands on Contact Centers

By: Tracey E. Schelmetic    5/11/2017

If you're hoping digitalization will let you scale back your contact center workforce to a large degree, you're in for disappointment. Running a tight…

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Managing Agents in the Omnichannel Contact Center

By: Laura Stotler    5/11/2017

A proper workforce management solution can go a long way toward ensuring contact center agents are properly handling omnichannel customer interactions…

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DigitalGenius Human+AI Platform to Improve Customer Experiences

By: Alicia Young    5/4/2017

DigitalGenius will be bringing its DigitalGenius Human+AI Platform to organizations using Zendesk in their customer service operations. The hope is th…

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How to Avoid High Agent Turnover Rates

By: Alicia Young    5/2/2017

The key to keeping call center agents is to keep them happy. It's essential that managers become aware of the problems that are plaguing agents and wo…

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Build a Better Workforce with Analytics

By: Tracey E. Schelmetic    5/1/2017

Analytics can help in the workforce management process, particularly in the realm of predictive analytics to estimate call/contact volume and build be…

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How Do You Spell CRM Evolution? With 4 Cs

By: Special Guest    5/1/2017

As the technological complexity of customer relationships evolve, so must our approaches to them. The area is best tackled through the four Cs of cust…

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Workforce Management Can Lead to Increased Profits

By: Laura Stotler    4/28/2017

A comprehensive workforce management solution can help businesses reduce costs, operate more efficiently, boost productivity and ultimately increase p…

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Workforce Management Expands to Include Contingent Workforces

By: Tracey E. Schelmetic    4/28/2017

Luckily, many of today's workforce management solutions are already wired for managing contingent labor. WFM can collect a great deal of data, and dat…

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Engage 2017 to Convene Contact Center Expertise and Customer Experience Insights

By: Special Guest    4/24/2017

Engage 2017 will convene many of the world's foremost contact center experts with whom Enghouse Interactive customers can interact with and discuss th…

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The Virtual Call Center's Contribution to Workforce Management

By: Steve Anderson    4/18/2017

A virtual call center can be a big contributor to workforce management, if it's used properly.

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Workforce Management in the Age of the Millennial Worker

By: Tracey E. Schelmetic    4/17/2017

It's critical to remember that Millennials watched their Baby Boomer parents work long hours (often at the expense of their families) and they're not …

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Augmented and Virtual Reality Take Their Place in Workforce Management

By: Tracey E. Schelmetic    4/12/2017

In a recent article for HC Online, Dr. John Burgin, head of digital business, Asia Pacific and Middle East, for Cognizant, outlined how the technologi…

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Bright Future Ahead for Workforce Management

By: Steve Anderson    4/11/2017

Research and Markets releases new report on workforce management, reveals substantial gains likely ahead.

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Managing the Workforce: It's Never Easy to Say Goodbye

By: Stefania Viscusi    4/6/2017

Do you know how to fire people? There's definitely a right and wrong way to do it. Using workforce management tools may even help turn some of those t…

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Flowroute Simplifies Customer Onboarding for CSPs

By: Alicia Young    4/5/2017

Flowroute has launched a new customer onboarding platform to help CSPs simplify and speed up the process.

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Workforce Management Helps Build a Remote Call Center Workforce

By: Tracey E. Schelmetic    4/5/2017

Today's cloud-based workforce management solutions are ideal for remote workers, since they can be deployed widely and used by anyone with Internet ac…

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CJaaS: The Exciting Future of Communication Network Providers

By: Special Guest    4/4/2017

Unlike the last wave of outsourcing that was largely network focused, this one - let's call it "Transformation 2.0" - is centered on Customer Journey …

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A Two-Stage Program to Improve Emergency Response Capabilities

By: ASC Horizons    3/31/2017

Customer service is critical for any contact center, but emergency response organizations face an especially rigorous set of demands and expectations.…

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Workforce Management Challenges and How to Solve Them

By: Tracey E. Schelmetic    3/30/2017

Spreadsheets were once the method of choice for workforce management, and creating these manually required a skilled, numbers-savvy manager who spent …

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Call Centers' Leg Up With Amazon Web Services

By: Steve Anderson    3/29/2017

A new development from Amazon Web Services means a lot more power for call centers, turning to cloud-based systems for extra benefit.

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Caring for Your Workforce: Are You Doing Enough?

By: Stefania Viscusi    3/28/2017

How can you keeping your best employees from quitting? Workforce management tools combined with caring and respect for employees will go a long way in…

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Linc's New Chatbot Means Better Customer Experience

By: Steve Anderson    3/23/2017

Linc's new universal chatbot for voice and digital platforms looks to improve customer service, customer experience, and hopefully, profitability.

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Avaya Honored for Exceptional Customer Service

By: Alicia Young    3/22/2017

Avaya recently received the NorthFace ScoreBoard Award from Omega Management Group for its exceptional customer service.

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Customer Success: A Dash of Data and a Pinch of People

By: Amy Downs    3/21/2017

Data has become the secret sauce for most companies. Businesses now recognize that data drives product development, marketing and sales decisions. Mos…

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The Future is in the Clouds

By: Special Guest    3/21/2017

Call centers have since evolved to become contact centers, and today's customers expect choices in the way they choose to communicate and they expect …

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The Help Desk Learns Workforce Management from the Call Center

By: Tracey E. Schelmetic    3/21/2017

All the things that make a help desk succeed, including adequate staffing, accurate forecasts, intraday management, schedule adherence, and workload t…

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Monet Software WFO Live Wins Innovation Award

By: Stefania Viscusi    3/20/2017

To honor the advancements of Monet Software's work, TMC recently presented the company with a 2017 Workforce Optimization Innovation Award for its WFO…

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Secrets to Making the Case for New HCM Technology

By: Special Guest    3/15/2017

You've done your market research. You've sat though a dozen technology demonstrations. You've followed up with references and combed through countless…

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Tips for Ensuring a Smooth Transition to WFM Software

By: Tracey E. Schelmetic    3/14/2017

Executives are looking for very rapid return on investment - by the end of the week - and get a little nervous when it doesn't happen immediately. Tho…

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Better Customer Relationships Start at the Call Center

By: Stefania Viscusi    3/13/2017

Customer relationships are important for any business today. Finding out how to meet customer needs and beat the competition is the goal. Real time an…

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CUSTOMER Magazine Announces Winners of First Workforce Optimization Innovation Awards

By: TMC    3/10/2017

Several overarching technology trends - including cloud computing, a growing demand for single-vendor contact center solutions, increased attention to…

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WFM: Continuous Improvement with Quality Monitoring

By: Stefania Viscusi    3/9/2017

Workforce management tools are vital to the success of a call center today. Are you doing enough to improve quality monitoring? Here are some tips for…

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Setting the Right Tone: Why Customer Success Starts in Sales

By: Special Guest    3/9/2017

People don't like being sold to in the traditional sense, and they don't respond well to overt sales pitches. Generic, overblown messages simply don't…

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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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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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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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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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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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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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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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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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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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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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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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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 Agents are the Biggest Influencers of All

By: Tracey E. Schelmetic    2/1/2017

Without supporting technologies such as workforce management, updated and easy-to-find databases of information, easy-to-navigate desktops and the pow…

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The Changing Role of the HR Department

By: Laura Stotler    1/31/2017

The human resources (HR) department is set to undergo some big changes in 2017, driven by worker demands, a globalized workforce and technology advanc…

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Tech in the Workplace: Millennials or Baby Boomers?

By: Stefania Viscusi    1/26/2017

Managing the workforce is no easy task. Then add to it the fact that millennials and baby boomers are butting heads in their work environments, and WF…

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