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CUSTOMER NEWS

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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Talent Benchmarking Creates the Best Contact Center Agent Profile

By: Mandi Nowitz    3/15/2018

The annual attrition rate in the contact center is 29 percent every year with the average agent lasting just over three years. Losing employees is cos…

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VoiceBase AU Addresses Australian Data Protection Acts

By: Maurice Nagle    3/15/2018

This week, VoiceBase unveiled VoiceBase AU. Coming Q2 of this year, the new service will offer an instance of the VoiceBase speech API platform online…

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What's the Deal with Customer Segmentation?

By: Special Guest    3/15/2018

In a highly competitive market, it is critical for a marketer to know who the right person is for sending information about their latest marketing cam…

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What Makes for a Happy Call Center

By: Paula Bernier    3/14/2018

Working as a call center agent isn't easy. It can get repetitive, callers can be cranky, and sitting at a terminal all day can get uncomfortable. But,…

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Vonage Unveils Initial 'Building Blocks'

By: Maurice Nagle    3/14/2018

This week, Vonage announced the arrival of real-time sentiment analysis and skills-based communications routing technologies to its repertoire. A prod…

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How One Company Mastered Omnichannel Consumer Care

By: Special Guest    3/14/2018

To maintain a strong connection with consumers through active engagement and service, Dorel Juvenile added various communication channels to its overa…

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Winning Factors for B2B Customer Experiences - Speed, Personalization and Specialization

By: Special Guest    3/13/2018

No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to …

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Contact Center Solutions Week in Review: Aspect, NICE, Ozonetel & More

By: Maurice Nagle    3/10/2018

Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in…

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Aspect Introduces AI Assistant Suite

By: Maurice Nagle    3/8/2018

This week, at the annual HIMSS (Healthcare Information and Management Systems Society) conference, Aspect Software unveiled the Aspect AI Assistant Su…

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Let Customers Know You Feel Their Pain

By: Paula Bernier    3/8/2018

Anybody who's ever dealt with a crabby teenager knows the value of choosing their words carefully. This same advice is handy when attending to an unha…

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Ozonetel Unveils AI-driven Contact Center Solutions

By: Maurice Nagle    3/8/2018

Yesterday, Indian-based Ozonetel announced the arrival of its AI driven contact center solution, unveiling three modules for the contact center and sh…

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Monet Highlights Benefits of Cloud-Based Contact Center WFM

By: Paula Bernier    3/7/2018

Check out Monet Software's new white paper. It explores the differences between cloud, premises-based, and hosted models as they relate to contact cen…

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Robotic Process Automation Makes Compliance 'NICE'

By: Maurice Nagle    3/5/2018

Today, NICE unveiled enhancements to its robotic process automation platform that promise to provide operational compliance with GDPR.

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Contact Center Solutions Week in Review: Aspect, CallMiner, Kaplan Group & More

By: Maurice Nagle    3/3/2018

Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in…

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Ryan Stewman Reveals Simple Tips for Closing More Sales on Your Initial Call

By: David Reimherr    3/1/2018

Ryan is a five-time bestselling author, sales trainer, and entrepreneur. People throughout the industry call Ryan the "hardcore closer." Today, Ryan e…

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What Call Center Agents Can Learn about Getting to Yes

By: Special Guest    2/28/2018

Selling something that doesn't fit a customer's needs or desires is a quick route to bad word of mouth. In the past, it took a while for bad word of m…

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Why It Pays to Treat Part-Timers the Same as Full-Timers

By: Paula Bernier    2/27/2018

Sometimes it's hard to remember to keep contract, part-time, and remote workers in the loop. But, organizations that do so will find their efforts wel…

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How WFM Enables Cost and Time Savings

By: Paula Bernier    2/27/2018

Workforce management has many cost-saving and productivity benefits. And WFM solutions that leverage technologies like AI, BI, and CTI can do even mor…

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Aspect, CallMiner Come Together to Provide Compliance

By: Maurice Nagle    2/27/2018

This week, two titans of the contact center space announced a new partnership in the name of MiFID II compliance. Aspect Software and CallMiner unveil…

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Chasing Elusive Excellence in Customer Service: Why, and How to Get There

By: Special Guest    2/27/2018

Every company claims to be fixated on customer service, and yet data reveals that most brands are doing a terrible job when it comes to treating its c…

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The "Hardcore Closer" Explains How to Close More Sales Without Getting Pushy

By: David Reimherr    2/26/2018

Ryan Stewman is a five-time bestselling author, sales trainer, and successful entrepreneur. He is also a regular contributor to Forbes, Entrepreneur, …

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Top Tips for Effortless Call Center Operations-Best Practices For 2018

By: Special Guest    2/26/2018

Implementing best practices for effortless call center operations is vital in 2018 and beyond. Advancement in technology and rise in competition is an…

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Employee Retention Poses Consistent HR Challenge

By: Mandi Nowitz    2/23/2018

According to the 2018 SHRM/Globoforce Employee Recognition Report, the top workforce challenge is actually employee retention.

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Showpad Aims to Bridge the Gap Between Sales & Marketing

By: Paula Bernier    2/23/2018

Sales enablement is a popular software product category these days. Aragon Research has estimated the U.S. sales engagement market is worth $780 milli…

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Aspect Deploys Afiniti for Contact Center Routing

By: Mandi Nowitz    2/23/2018

If it feels like a customer service agent truly understands you, technology might be responsible to thank for the match up. This is the case for Aspec…

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Recipients of the 2018 CUSTOMER Products of the Year Award Announced

By: TMC    2/22/2018

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2018 CUST…

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