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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WebRTC is Transforming the Call Center

By: Alicia Young    7/5/2017

WebRTC is enabling the omnichannel approach by allowing customers to connect with agents through the click of a single button. With no need to install…

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The Secret to Motivating Millennial Agents

By: Steve Anderson    6/27/2017

With millennials an ever-increasing part of the labor force, workforce management offers some tricks to help keep them on task.

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Monet Software Joins Forces with Evolve IP for Improved WFM

By: Alicia Young    6/26/2017

Monet Software, a provider of cloud-based workforce optimization solutions for contact centers, recently announced that it has teamed up with Evolve I…

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The Future Consumer: 11 Customer Service Statistics and the Trends they Demonstrate

By: Special Guest    6/23/2017

The trends that are developing now will determine how consumers behave in the years to come. Technology is changing behavior, expectations and prefere…

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Speed Case Resolution in Salesforce Service Cloud with Monet Live WFM

By: Tracey E. Schelmetic    6/22/2017

Salesforce Service Cloud's functionality can be extended further into managing the agent experience with the use of valuable add-ons and widgets that …

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Keep Agent Engagement at the Heart of Operations

By: Alicia Young    6/20/2017

Engagement. It seems to be at the heart of everything we do these days, especially in the call center. Employee engagement is so important because it …

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Four Tech Hacks for Faster Customer Onboarding

By: Special Guest    6/14/2017

Customer onboarding is a critical first stage in customer experience. After all, first impressions make lasting impacts. Evidence suggests we form fir…

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Filling the Gap Between Help Desk Schedules and Adherence

By: Tracey E. Schelmetic    6/14/2017

Incorporating workforce management into Salesforce Service Cloud can make forecasting easier and more accurate, allowing contact centers to optimize t…

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Increasing Productivity in the Call Center

By: Alicia Young    6/13/2017

When a customer reaches out to a call center, that's often their first point of contact with a company. Therefore, it's in everyone's best interest fo…

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Workforce Management Makes Call Center Vacations a Breeze

By: Steve Anderson    6/8/2017

Managing vacation time in the call center can be a trial, but with the right workforce management, it can be a huge help.

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Improving the Consumer Goods B2B Customer Experience in a B2C World

By: Special Guest    6/6/2017

Thanks to the customer experience revolution, B2B users are now expecting convenience and speed while craving for personalized and connected touch poi…

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Can WebRTC Revolutionize the Contact Center?

By: Alicia Young    6/6/2017

There are a number of people who believe that WebRTC is gearing up to change the world. It is being applied in several new and innovative ways, and it…

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Choosing the Proper Workforce Management Solution

By: Laura Stotler    6/2/2017

Deploying a workforce management solution in the call center is a no brainer, but the right offering should meet a few important criteria.

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The Key to Managing Virtual Employees

By: Tracey E. Schelmetic    5/31/2017

In the contact center, workforce management is a challenging enough job when all agents are under the same roof. Increasingly, however, managers are h…

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Managing The Contact Center Across All Channels

By: Tracey E. Schelmetic    5/24/2017

Unless the contact center is prepared to meet customers in the omnichannel customer engagement model, it will be a lonely place for customers, and bus…

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ENGAGE 2017: A Week of Collaborative Learning

By: Special Guest    5/22/2017

Earlier this month, we held our annual Enghouse Interactive user conference, ENGAGE 2017, in Miami, Florida at the Conrad Hotel and Resort. ENGAGE 201…

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Look for Email and Chat Automation in Multiple Languages

By: Tracey E. Schelmetic    5/22/2017

Email management will need to feature automation solutions for the classification and sorting of incoming emails to the multilingual call center (that…

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Workforce Management Solutions Ease Strain on Help Desks

By: Laura Stotler    5/17/2017

Workforce management solutions can help streamline operations for busy help desks while facilitating increased efficiencies and productivity.

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Ensure Quality Agent-Customer Interactions with Workforce Management

By: Alicia Young    5/15/2017

How can managers ensure quality agent performance each and every time? This is a lot easier said than done, but there are a few steps managers can tak…

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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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