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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Increasing Efficiency and Reducing Costs with Workforce Management

By: Tracey E. Schelmetic    1/24/2017

One of the best benefits of workforce management is the elimination of unexpected call volume spikes, which cost companies customer goodwill and agent…

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Make the Call Center Experience as Pleasant as Possible for Your Customers

By: Special Guest    1/24/2017

Right now, call centers are the human face of your business and customer support is critical to maintaining a good reputation for your brand. It's oft…

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Ximble Workforce Optimization Suite Launched

By: Frank Griffin    1/19/2017

Nimble Software Systems just launched its Ximble suite of cloud based workforce optimization applications for small and medium sized businesses.

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Value Existing Customers As Much As New Customers

By: Tracey E. Schelmetic    1/17/2017

Apathetic agents will not make customers feel special, nor will agents who don't seem to be able to answer questions with a high degree of confidence.…

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Reputation Management and CRM in a Connected World

By: Special Guest    1/13/2017

How a business treats its customers, regardless of their account status, goes a long way toward defining the business' reputation. And, in today's net…

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Book Emphasizes Importance of Service Design

By: Paula Bernier    1/11/2017

The book "Woo, Wow, and Win," published late last year by HarperCollins, is not so much about marketing or sales hooks, as the title might suggest. In…

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The Cloud Enables Mobile Workforce Management

By: Tracey E. Schelmetic    1/9/2017

Workforce management is more critical than ever, but with employees spread out over the country or the world, these solutions have had to go natively …

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How to Keep Your User's Attention with Online Learning

By: Special Guest    1/9/2017

With so many high-impact distractions, it is sometimes difficult to maintain clear focus on a task. When planning your training session for an employe…

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Does Your Call Center Have the Tools to Succeed?

By: Stefania Viscusi    1/5/2017

We hear a lot about how new technologies and tools being offered for call centers are transforming the way companies serve customers. Sure, not having…

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Manage Your Workforce Like It's 2017, Not 1995

By: Tracey E. Schelmetic    1/4/2017

If you're still managing your workforce like it's 1995, there is no way you're going to be able to please your customer base - or keep your workforce …

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Ensure Workforce Management is Aligned with Company Goals and Culture

By: Tracey E. Schelmetic    12/28/2016

If the workforce management solution is driving employees in a way that doesn't achieve company goals, then the entire organization will be working ag…

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Automating Quality Monitoring Makes Contact Center Management Easier

By: Tracey E. Schelmetic    12/27/2016

Often, workforce management and quality monitoring rely on sources from different places, such as spreadsheets, call logs, customer surveys or softwar…

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Positioning Network Service Providers for Success with Cloud Contact Center Solutions

By: Special Guest    12/22/2016

Network Service Providers (NSPs), historically, have mostly operated in the connectivity business. But as cloud-based solutions continue to proliferat…

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Workforce Management to Remain in Strong Demand

By: Susan J. Campbell    12/19/2016

The benefits of workforce management are very real for small and medium businesses, driving strong growth through 2022.

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Why Retailers Should Be Planning Their Tech Tools for 2017's Holiday Season

By: Special Guest    12/19/2016

The holidays are in full-swing, and retailers are working through what is projected to be a highly profitable season. The National Retail Federation e…

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Workforce Management Helps Blend Human and AI Resources

By: Tracey E. Schelmetic    12/15/2016

Managing the workforce now means managing a host of customer support entities both human and cyber.

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Customer Success: Where to Start and What to Expect

By: Amy Downs    12/14/2016

Naturally, getting customer churn under control isn't an overnight effort. A Customer Success function with ears to the ground and the tools to flag c…

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Why Workforce Management is a Must

By: Susan J. Campbell    12/13/2016

Workforce management helps to optimize processes, the work to be done and the way agents perform the work, leading to better outcomes overall.

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How AI Can Optimize the Customer Experience and Shape the Modern Organization

By: Special Guest    12/12/2016

With more competition and unprecedented customer expectations, exceptional customer experience proves a key differentiator for service companies. Inno…

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Ying-Yang in Customer Interaction

By: Special Guest    12/8/2016

We are used to utilizing many statistical reports for our analyses of efficiency, quality, resource, profitability and loyalty. Data we obtain from th…

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Inadequate Interest and Ineffective Product Experience

By: Special Guest    12/8/2016

In the industry of "Interaction and Call Center," as we all know, both in-house and outsourcer companies add new tools into their product portfolios b…

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Tips for Workforce Management Success

By: Susan J. Campbell    12/8/2016

Workforce management is sure to be more successful when agents have access to information and stress relief.

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Taking Customer Experience Beyond Marketing

By: Special Guest    12/7/2016

In a world full of competition in every sector, customer experience is one of the measures that influence the success of a company. One mistake that m…

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Holiday Customer Support Starts with Workforce Management

By: Tracey E. Schelmetic    12/5/2016

How do you make sure your workforce is ready for holiday customers? You make sure your workforce management system is up-to-date and capable of scalin…

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CUSTOMER Magazine Announces Recipients of the 2016 Customer Experience Innovation Awards

By: TMC    12/1/2016

The 2016 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences o…

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TMC Announces Winners of the 2016 CUSTOMER Magazine TMC Labs Innovation Award

By: TMC    12/1/2016

The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…

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Leveraging Technology to Foster Trust and Enhance Customer Experience

By: Special Guest    11/30/2016

Keeping up with technology trends in the contact center takes a lot of work, but it offers a big reward. A positive approach that treats customers wit…

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Train Your Reps for Customer Service and Marketing

By: Stefania Viscusi    11/29/2016

Better workforce management means getting to understand different departments and delivering the same training to get everyone on board for success.

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Look for These Qualities When Hiring Call Center Agents

By: Susan J. Campbell    11/29/2016

You're already looking to hire the obvious skillsets, but overlooking these attributes could challenge even the best workforce management solutions.

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Skillful Scheduling Navigates Contact Centers through the Dark Months

By: Tracey E. Schelmetic    11/22/2016

The end of the year presents multiple challenges to contact center managers. A good call center scheduling plan, backed up by a flexible solution, can…

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AI Can Help Boost Agents' Emotional Intelligence

By: Tracey E. Schelmetic    11/21/2016

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the …

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What Contact Centers Look for in a Cloud Service Provider

By: Special Guest    11/17/2016

The contact center has evolved as customer expectations have become more demanding. Complex technology is required to manage the increasingly connecte…

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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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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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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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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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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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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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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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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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