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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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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