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CUSTOMER NEWS

Telzio Transcends VoIP Transition

By: Maurice Nagle    6/8/2018

Telzio announced Telzio Webphone, leveraging WebRTC to enable users real time communications via an endpoint of their choosing. Because it's WebRTC-ba…

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The Cost to Business of Fake and Misleading Resume Information

By: Special Guest    6/5/2018

Poor hiring decisions have been known to wreak havoc on businesses, inflicting costs in finances and weakening the community's sense of overall trust …

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How Contact Centers Can Get Best Agent Results

By: Paula Bernier    6/4/2018

To get the best out of the best people, contact centers need to arm agents with the technology they to succeed in their jobs. Solutions like workforce…

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How to Keep Remote Workers Engaged

By: Paula Bernier    6/1/2018

To get the most of our remote employees and contractors, organizations should have a strategy and the right tools in place.

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Ventana Research Reveals Cloud Contact Center Leaders

By: Maurice Nagle    5/31/2018

Today, Ventana Research revealed the results of the Inaugural Value Index for Contact Centers in the Cloud, spotlighting Aspect Software. The cloud co…

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CallMiner Unveils New and Improved Eureka Coach

By: Maurice Nagle    5/30/2018

This week, CallMiner unveiled the newest release of Eureka Coach, its agent management platform. The cloud-powered contact center solution leverages C…

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VoiceBase Venture Redefines R & D

By: Maurice Nagle    5/23/2018

VoiceBase announced a partnership with the University of Sheffield to create the Centre for Speech & Language Technology. Led by the VoiceBase team an…

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Listen, Learn, and Help - The Keys to Success

By: Paula Bernier    5/23/2018

This story is about the importance of anticipating needs, caring and addressing complaints in a timely manner, listening, and valuing people over proc…

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A Few Phrases for Your Call Center Script

By: Maurice Nagle    5/21/2018

Call center agents are instructed to always answer the phone with a smile, but beyond first impressions the language used over the course of a custome…

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Aspect Unwraps CXP 18

By: Maurice Nagle    5/21/2018

Today, Aspect Software took the wrapping off of the PCI II compliant Aspect CXP 18 at ICMI Contact Center Expo. The new release is aimed at empowering…

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Aspect Awards Trends Top Honors

By: Maurice Nagle    5/18/2018

Aspect Software recently honored its partners, spotlighting Trends as 2017 Worldwide Partner of the Year Award as well as the New Logo Sales Award. Tr…

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8x8 on AI Bolstering Bender

By: Maurice Nagle    5/16/2018

This week, 8x8 announced the acquisition of Silicon Valley startup MarianaIQ (MIQ), making another AI notch on the cloud communication provider's belt…

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Kronos and Microsoft Partner on Streamlining Reports and Requests

By: Ken Briodagh    5/16/2018

Kronos Incorporated will collaborate with Microsoft, via the Workforce Dimensions Technology Partner Program, on new solutions for easing workforce ma…

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Teleopti Brings AI to WFM

By: Paula Bernier    5/16/2018

Teleopti is employing AI that learns from customer data. This machine learning uses dynamic decision trees to allow for the creation and setting of sh…

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Bright Pattern Announces Integration with Google on Text-to-Speech

By: Ken Briodagh    5/11/2018

In a recent release, Bright Pattern recently announced its integration with Google Cloud Text-to-Speech.

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Speech Analytics: 5 Key Benefits for Contact Centers

By: Ken Briodagh    5/11/2018

Speech analytics can add lots of value and significant return from the customer service department of a contact center. Here, are five key things to e…

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Why Data Analytics Is Important to Employee Engagement, Retention

By: Paula Bernier    5/10/2018

Every time an employee makes an exit, you need to spend more time and money recruiting, hiring, onboarding, and getting new people up to speed. And wh…

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VOX Partners with Ocular on O!Connect

By: Paula Bernier    5/8/2018

O!Connect is VOX's hosted contact center solution, based on Aspect Software and delivered in partnership with Ocular Technologies.

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How Customer Service Can Get Onboard with Digital Transformation

By: Paula Bernier    5/4/2018

For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…

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How Customer Service Can Get Onboard with Digital Transformation

By: Paula Bernier    5/4/2018

For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…

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How Workforce Management Delivers Better Outcomes

By: Paula Bernier    5/3/2018

Workforce management systems make the life of the call center manager far easier, and can add up to happier agents and more satisfied customers.

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Really Simple Systems Enables 'Explicit Consent'

By: Maurice Nagle    5/1/2018

Really Simple Systems announced the commencement of the second phase of a three phase plan to deliver a fully compliant solution. With each release, t…

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Wonderful Business Tips for Future Success

By: Special Guest    4/30/2018

Succeeding in the competitive world of modern business is not easy, but there are a few things you can do to help you. For one thing, you need to thin…

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Data Analytics, Workflow Solutions Deliver Better Outcomes

By: Paula Bernier    4/30/2018

Systems that can analyze data from a variety of angles - and even visualize that data - can go a long way in helping organizations better understand w…

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Computenix Video Call Center Elevates Patient Engagement with WebRTC

By: Maurice Nagle    4/27/2018

Computenix announced the arrival of the Computenix Video Call Center. The agent-assist tool allows patients to connect with healthcare professionals, …

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CUSTOMER Magazine Announces Winners of 2nd Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    4/27/2018

TMC announced the winners of the 2017 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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Good to Great: How QM Helps You on That Journey

By: Paula Bernier    4/26/2018

Striving to improve by setting goals, making plans, learning, changing based on that new knowledge, and continually striving to get better and stronge…

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Amazon's Ring Adopts Aspect WFM Solution

By: Paula Bernier    4/26/2018

Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for more than 1,000 …

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Amazon's Ring Adopts Aspect WFM Solution

By: Paula Bernier    4/25/2018

Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for customer service…

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Customer Loyalty Has Changed, Has Your Contact Center?

By: Erik Linask    4/21/2018

A large part of building loyalty involves customer service. Countless surveys have pointed to how quickly loyalty erodes following a poor customer ser…

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MyEyeDr Focuses on Vonage

By: Paula Bernier    4/20/2018

MyEyeDr, a national optometry services provider, has chosen Vonage to provide cloud-based solutions for its 6,000 employees.

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Cisco Reveals Cloud Customer Service Ambitions

By: Paula Bernier    4/19/2018

Cisco combines mid-market cloud contact center offerings into single solution, aims to address all aspects of the customer journey, and pronounces pla…

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TCN, CallMiner Combine in Contact Center Solution

By: Maurice Nagle    4/19/2018

This week, TCN and CallMiner unveiled an integration partnership putting the power of CallMiner Eureka within TCN's cloud contact center solution, Pla…

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Serenova Adds to Senior Leadership

By: Maurice Nagle    4/11/2018

CCaaS and WFO provider Serenova named a couple new members to its leadership team today. David Nelson will serve as Chief Financial Officer (CFO) with…

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WFM Is All That and a Bag of Chips

By: Paula Bernier    4/10/2018

Workforce management software tracks employee time and attendance. But this simple definition of WFM may be deceiving, as WFM solutions do so much mor…

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What Are the Causes of Call Center Attrition?

By: Joanna Fanuko    4/10/2018

Call centers spend a lot of time and money on the rotating flux of new hires. Stress overloads and low salaries contribute to high attrition. Last yea…

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Don't Put Customer Experience on the Backburner

By: Paula Bernier    4/9/2018

Instead of working to deliver great - or at least good - customer experiences, many businesses today simply outsource customer service, or focus on cu…

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Enhancing the Contact Center One Step at a Time

By: Mandi Nowitz    4/5/2018

In a world that is consistently evolving, management is always looking for tools to enhance business and employee productivity. Customer service is ke…

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Are College Students a Good Fit for Your Call Center?

By: Maurice Nagle    4/4/2018

The hiring process is an important one, especially in the contact center. Some people simply are not a good fit for the environment, or the role for t…

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Aspect Software Recognizes the Real Customer Service Gems

By: Mandi Nowitz    4/3/2018

Aspect Software announced the GEM (Going the Extra Mile) Award geared toward rewarding exceptional customer service agents who over exceed on expectat…

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Aspect Garners Contact Center Scheduling Patent

By: Maurice Nagle    4/2/2018

Aspect Software garnered a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based digit…

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How to Enable Group Judgment

By: Paula Bernier    3/27/2018

Groupthink is a dirty word. It suggests that decision by committee tends to encourage conformity, and discourage creativity and individual accountabil…

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Reinventing the Contact Center

By: Mandi Nowitz    3/26/2018

Are human agents still a necessity as bots are replacing the need for a live being, saving time and resources?

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Say it Like You Mean It-Scripting for A Call Center

By: Mandi Nowitz    3/26/2018

Positive scripting is the act of creating a scripts and messages around the needs and wants of customers to keep them satisfied; to sell without sound…

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ZaiLab Putting the Cloud into Cloud Contact Center

By: Erik Linask    3/26/2018

Security has become an even bigger issue, but not one that's unique to cloud providers, but one that impacts every provider, business, and individual …

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How to Improve Agent Productivity

By: Paula Bernier    3/20/2018

Businesses are always working to get more value out of their investments. And the biggest investment for call centers and contact centers are people. …

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Verint Announces AI-powered Virtual Assistant

By: Maurice Nagle    3/20/2018

Verint released new customer self-service capabilities that include AI-powered enterprise chatbots and intelligent virtual assistants - riding project…

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Cloud-Based WFM or Bust

By: Paula Bernier    3/19/2018

An infographic from Monet Software illustrates the convenience, cost savings, and customer service benefits of cloud-based workforce management.

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8x8 X Series Provides Integrated Customer, Collaboration Experiences

By: Paula Bernier    3/19/2018

8x8's new X Series solution enables organizations to break down the departmental and communication medium barriers that prevent them from delivering a…

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Mavatar CEO Ramps Up Blockchain Conversation

By: Maurice Nagle    3/15/2018

Bob Dylan so succinctly stated, "the times they are a-changin'," describing an era of upheaval and disruption. Today, technology is serving up a heapi…

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