Banks Struggle to Meet Customer Demand for Personalization

By: Alicia Young    9/27/2016

The "Personalization in Banking: 2016 Benchmarking Report" is based on surveys and analyses of consumers and over 300 financial institutions conducted…

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Workforce Management Helps Agents Master Time Management

By: Tracey E. Schelmetic    9/27/2016

In the contact center, meeting efficiency metrics and targets starts with a great schedule, and it's management's duty to put these schedules in place…

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'Distraction': The Unintended Consequence of Sales Productivity Investment Strategies

By: Special Guest    9/27/2016

Companies have invested billions in customer relationship management (CRM) systems and performance management solutions that promise to enhance sales …

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Better Department Integration Can Produce Better Bottom Line Results

By: Susan J. Campbell    9/26/2016

The workforce is the most valuable asset in the contact center environment. Customers rely on individuals on the other end of the channel to provide t…

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Operationalizing Customer Success, Part 2: Customer Obsession During Moments of Truth

By: Amy Downs    9/26/2016

Thankfully, service-impacting events are a rarity at Lifesize. But as for any service provider, incidents happen, and they've taught us a thing or two…

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Before You Trust Workforce Management - Ask for Results

By: Susan J. Campbell    9/20/2016

Do your customers ever wonder about the difference between your marketing promises and actual results? If the answer is yes, there may be a need to ta…

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Keeping Workforce Management Aligned with 2016 Contact Centers

By: Tracey E. Schelmetic    9/19/2016

Automated workforce management is being adopted by many industries and corporate functions today, from factory labor to sales to mobile workers. While…

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MegaPath Facilitates Agent Management with Premium Service

By: Alicia Young    9/19/2016

There are several updates to be found in the new MegaPath Premium Call Center service; we've only mentioned a few here. With all of these new advances…

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Using Gamification Effectively in the Onboarding Process

By: Special Guest    9/13/2016

"Do not pass go. Do not collect $200." These words inspire dread in the hearts of anyone who has played Monopoly. Why? The answer is simple: people wa…

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Why Workforce Management Matters in Healthcare

By: Susan J. Campbell    9/13/2016

Metrics - who doesn't like to capture information that can easily tell a story of success or failure? This is especially true in the call center envir…

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AI Has a Place in the Future of Personalized Customer Journeys

By: Tracey E. Schelmetic    9/12/2016

The problem here isn't that companies are offering customers self-service. Few people actually prefer to speak with a human being over an automated sy…

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College Students Expect Customer Excellence

By: Alicia Young    9/12/2016

It certainly doesn't look good for a college if their students are failing in the workforce-the whole point of going to college is to get an education…

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Millennials Will Dictate Big Changes to the Traditional Contact Center

By: Tracey E. Schelmetic    9/8/2016

Today's younger consumer is different from previous generations. When it comes to customer support, Millennials, or young people born between (approxi…

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CUSTOMER Magazine Announces Winners of the 2016 Contact Center Excellence Award

By: TMC    9/7/2016

TMC, a global, integrated media company helping clients build communities in print, in person and online, today announced the winners of their 11th An…

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Complex Workforce Management for the Complex Healthcare Contact Center

By: Tracey E. Schelmetic    9/6/2016

Healthcare contact centers have some unique needs, and contact center managers need to understand this, particularly when choosing workforce managemen…

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Salesforce Announces Fiscal 2017 2Q Results

By: Paula Bernier    9/1/2016

Salesforce yesterday reported its second quarter fiscal year 2017 results. Revenue for the quarter, which increased 25 percent year over year, was mor…

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Instead of Engaging Multiple Customers, Focus on One at a Time

By: Tracey E. Schelmetic    8/31/2016

The first step to solving a problem, according to the old philosophy, is admitting that you have one. While statistics show that Americans are increas…

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Quick Win or Sustainable Success -the Key Workforce Management Question

By: Susan J. Campbell    8/30/2016

The concept of productivity and optimization can often elude even the best managers in customer service. The failure is not so much in a lack of under…

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Operationalizing Customer Obsession, Part One: One Size Does Not Fit All

By: Amy Downs    8/29/2016

Like anything in life, determining the best way to deliver value and happiness to customers takes time and patience. You want to give your customers t…

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Who is Responsible for Interacting with Customers via Social Channels?

By: Tracey E. Schelmetic    8/24/2016

Today, the "call center" is more than a bit of a misnomer. Once reserved entirely for telephone calls - even mail responses were processed somewhere e…

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More Mobile Offerings Can Give Banks a Leg Up

By: Steve Anderson    8/22/2016

With mobile payment systems on the rise, some of which not even requiring a credit or debit card but rather handling balances completely internally, p…

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Why UX Needs to be Part of Your Contact Center's IT Strategy

By: Special Guest    8/19/2016

Nowadays, most customers will only consider calling for help once they've exhausted every online FAQ, video guide and troubleshooting blog. This means…

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TMC Announces Winners of the 12th Annual Speech Technology Excellence Award

By: CustomerZone360 News    8/17/2016

The Speech Technology Excellence Award, presented by CUSTOMER Magazine, recognizes companies that have exhibited innovation in creating and using spee…

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Want to Make Workers Happy? Update Your Workforce's Technology

By: Tracey E. Schelmetic    8/16/2016

Contact centers are often clustered in geographic areas of high unemployment for a reason: a ready supply of workers. States with military bases are a…

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Are You Listening to Your Customers?

By: Susan J. Campbell    8/15/2016

How scripted are your customer care agents expected to be on a given transaction? Your answer can have everything to do with the level of satisfaction…

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New Software Tools Help Improve Workplace Diversity

By: Tracey E. Schelmetic    8/9/2016

While "diversity" may be a controversial term in some political discussions, in the workplace, it's a proven winner. A Harvard Business School study f…

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Workforce Management Offers Significant Benefits to Government Agencies

By: Tracey E. Schelmetic    8/8/2016

By Tracey E. Schelmetic Once upon a time, "workforce management software" was essentially synonymous with "payroll." Companies' payroll departments w…

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Apple Makes Big Moves Toward Pay Equity in Workforce Management

By: Steve Anderson    8/5/2016

It might seem like a foregone conclusion that people doing the same job get the same pay, barring some of the standard reasons like merit raises, unus…

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Wise Guy Reports Study Illustrates Workforce Management Software Market to 2021

By: Steve Anderson    8/1/2016

For those wondering what the market will look like in workforce management for the next few years, a new report from Wise Guy Reports is set to provid…

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Planning for a Workforce of Millennial Employees

By: Tracey E. Schelmetic    7/27/2016

If you run a contact center, chances are good you've already got some experience managing younger workers from the so-called "Millennial" generation. …

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Workforce Management Market Expected to See Strong Growth

By: Susan J. Campbell    7/25/2016

The variables to manage inside the typical contact center tend to focus on processes, key strategic service delivery goals and human management. The a…

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How to Transition Your Business to be Customer-centric

By: Amy Downs    7/22/2016

One of the most fascinating phenomena in corporate cultures far and wide is the extent to which we all forget that we're in this for the customer. In …

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Take Your Workforce Management to the Next Level with Workforce Optimization

By: Susan J. Campbell    7/20/2016

The individuals that are charged with caring for your customers have a lot to do throughout the day. At the same time, you have a lot of expectations …

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Is it Multichannel, or is it Omnichannel?

By: Tracey E. Schelmetic    7/19/2016

"We're omnichannel. We have lots of channels." In the customer support industry today, "omnichannel" is an important buzzword. In many quarters, it h…

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Why Your Workforce Management Strategy Needs to be Future Proof

By: Susan J. Campbell    7/13/2016

Has any other generation gotten as much attention as millennials? The Baby Boomers sure did drive much of the conversation for years, but marketers do…

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More 'Big Data' Analytics Are Being Used for People-Related Processes

By: Tracey E. Schelmetic    7/12/2016

Many companies have been using analytics for years - even before the term "big data" became popular - but traditionally, data crunching to improve eff…

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Optimizing Workforce Management for Medical Contact Centers

By: Tracey E. Schelmetic    7/7/2016

Most contact centers are in the business of dealing with people, whether it's customers of retail goods, insurance or financial services customers, or…

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BenchmarkPortal CEO Talks Value of Analysis, Benchmarking

By: Paula Bernier    7/7/2016

The advancement in analytics is astounding, says Bruce Belfiore, but selling analytics solutions into contact centers can be a challenge because it re…

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ShoreTel's Knight Tells Story of Transformation

By: Paula Bernier    7/6/2016

ShoreTel was at Call Center Week in Las Vegas talking about how hybrid cloud communications are really coming together, how the company is now offerin…

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Jacada Bridges the Contact Center-Website Divide

By: Paula Bernier    7/6/2016

Jacada has seen crazy strong adoption for its Visual IVR solution, and now it's introducing a solution called SalesEngage that bridges the gap between…

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4 Easy Ways to Drive Customer Experience

By: Susan J. Campbell    7/6/2016

The ultimate goal is to achieve the improve customer experience that helps set you apart from the competition. Workforce management is a great tool to…

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EvolveIP Reveals Contact Center Survey Results, Talks Cloud

By: Paula Bernier    7/5/2016

This week in Las Vegas, EvolveIP was promoting its new study about the call center. It looked at the status of cloud-based contact center adoption and…

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Knoah Solutions Goes Near-Shore, Ensures Agent Optimization

By: Paula Bernier    7/5/2016

Knoah Solutions was in Las Vegas this week talking about its new operations in Honduras and its new KnoahsARK 360 solution.

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Jabra: We're More Than a Headset Company

By: Paula Bernier    7/5/2016

Jabra is more than a headset company. If offers a higher level of service and aims to transform people's lives with the power of sound.

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Mediu Practice Helps Businesses Get Strategic With Customer Service

By: Paula Bernier    7/5/2016

Mediu was in Las Vegas this week talking about its new CX Enablement practice. It delivers professional services that go beyond just installing call c…

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ThinQ Brings Least Cost Routing to Toll-Free Numbers

By: Paula Bernier    7/1/2016

Call centers, competitive local exchange carriers, enterprises, and VoIP providers are among the kinds of customers to which ThinQ caters. It works wi…

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CallMiner Revs Up Its Engine, Helps CX Industry Learn & Share

By: Paula Bernier    6/30/2016

At Call Center Week, CallMiner, which provides speech analytics for call centers, revealed a new and improved speech recognition engine. The company p…

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It's All About Omni-channel to Enhance the Customer Experience

By: Peter Bernstein    6/30/2016

One of the more interesting developments in the customer experience (CX) solutions space the past few years has been what I would describe as a confus…

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Etech Helps Customers Take Action, Better Address Quality

By: Paula Bernier    6/30/2016

There's a lot of talk about big data these days. But data doesn't amount to a hill of beans if you don't act on it. That's why Etech Global Services g…

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3CLogic CCO Discusses the Importance of APIs, Integration

By: Paula Bernier    6/30/2016

As Chief Customer Officer Robert Killory explained in a meeting with me today in Las Vegas, release 6.0 of the 3CLogic contact center solution can be …

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