Addressing the Most Common WFM-Related Challenges in the Contact Center

By: Tracey E. Schelmetic    6/29/2016

Beyond keeping track of average handle time, managers using modern workforce management can keep a careful eye on a number of other quality metrics. T…

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Why Even Restaurants Need an Omnichannel Approach

By: Susan J. Campbell    6/28/2016

This is a case of this particular restaurant using just one channel to service its customers: the traditional telephone. The restaurant owners, in thi…

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Four Ways to Improve Your Customer Service

By: Drew Hendricks    6/22/2016

Improvements in customer service ultimately require a focus on your audience and making sure their needs are met. Use these tips to improve your custo…

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Why Killing the Spreadsheet is Key to Improving Visibility

By: Susan J. Campbell    6/21/2016

Workforce management helps to streamline those activities that take considerable manual hours to complete. It no longer requires a significant upfront…

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Call Center Agents Transition to Service Professionals

By: Tracey E. Schelmetic    6/21/2016

What agents will value, however, is more potential to excel in their jobs and benefit from their efforts. Employee engagement is much higher among emp…

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Streamlining Workforce Management Solutions to Save Time

By: Tracey E. Schelmetic    6/16/2016

If it's a goal for your organization to help your customer-facing employees spend more time with customers and less time interacting with outdated wor…

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5 Ways to Show You Are Appreciative of Your Employees

By: Lindsey Patterson    6/16/2016

Showing an appreciation for your employees can go a long way in helping your company succeed. For starters, it can create more cohesiveness in the wor…

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Government Agencies Benefit from Automated Workforce Management

By: Tracey E. Schelmetic    6/10/2016

It's a general rule that the larger the workforce is, the more complex managing it becomes. Employees often have competing needs, and trying to manage…

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Contact Center Show Season Offers Opportunities to Gain New Ideas

By: Tracey E. Schelmetic    6/9/2016

The good news is that it is contact center industry trade show season, and some of the latest and greatest contact center enablement technologies will…

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Alorica Establishes Stock Purchase Agreement with Expert Global Solutions

By: Steve Anderson    6/6/2016

Alorica's acquisition of EGS should help drive that improvement in customer experience by offering better means to tell what works and what doesn't, a…

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Salesforce to Buy Ecommerce Platform Provider Demandware for $2.8B

By: Paula Bernier    6/6/2016

CRM giant Salesforce last week announced plans to acquire ecommerce platform provider Demandware for $2.8 billion. The deal is expected to close by th…

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Read This Before Buying Another Sales Tool!

By: Peg E. Ventricelli    6/2/2016

Every sales organization wants to close more deals. Toward that end, today's businesses have tapped into technologies that help salespeople to be more…

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Automation Was a Hot Topic at the Recent ICMI Event

By: Tracey E. Schelmetic    6/2/2016

At the recent ICMI Contact Center Demo and Conference in Long Beach, Calif., thousands of contact center industry professionals gathered to discuss wh…

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Agent Performance: Why Cultural Change is a Must

By: Susan J. Campbell    6/1/2016

In a recent conversation about unnecessary phrases, a friend pointed out how annoyed she gets when companies tout they have made a positive change. He…

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Front and Center: Successful Companies Empower Their Frontline

By: Amy Downs    6/1/2016

For instance, our frontline team recently came up with the idea of sending a small token of appreciation to customers who, for whatever reason, have h…

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A Better Customer Experience Could Be a Few Genesys AppFoundry Tools Away

By: Steve Anderson    5/25/2016

Genesys AppFoundry is a complete app store, an online marketplace geared specifically toward customer experience solutions. The AppFoundry contains to…

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Don't Let Contact Center Rules Squash the Initiative of High Performing Employees

By: Tracey E. Schelmetic    5/24/2016

While every organization and industry is different, when it comes to high-performing employees, there are shared characteristics. High performing empl…

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HR Tech Busts and Musts in 2016

By: Lindsey Patterson    5/23/2016

HR is one of the fields that is undergoing a technological transformation. Businesses are being faced with a whole range of new employee-focused syste…

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CSPs Partner with Metaswitch & Telax to Deliver Contact Center Solutions

By: Paula Bernier    5/19/2016

Working with Telax helped FairPoint Communications deliver contact center solutions far faster than it would have been able to do alone, added Chris A…

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Understanding How the Workplace Communicates Today

By: Tracey E. Schelmetic    5/18/2016

The study authors emphasize that one size will never fit all. Depending on a particular use case or situation, and a company's needs - does communicat…

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Top 10 Features You Should Consider In HR Software

By: Special Guest    5/16/2016

But, choosing HR software can be a difficult task. There are lots of things you need to look out for. Below are the top ten features you should consid…

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Replace Field Service WFM with Newer, Mobile-Focused Solutions

By: Tracey E. Schelmetic    5/13/2016

While the goal is ultimately to make better use of field service personnel's time, a great secondary goal includes improved customer satisfaction: by …

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Pindrop Study Shows Spike in Call Center Fraud

By: Casey Houser    5/11/2016

Pindrop found in its 2016 Call Center Fraud Report that the number of phone fraud attacks in the U.K. and U.S. has grown by 45 percent between 2013 an…

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New Report: Few Contact Centers Adequately Address Omni-Lingual Support

By: Paula Bernier    5/11/2016

Contact centers are ill prepared to meet the rising tide of non-primary language requirements, according to a new report by The International Customer…

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Michael's Gets a Leg Up on Workforce Management

By: Steve Anderson    5/10/2016

Considering, these days, how many laws there are around the use of employees, it must be a welcome development to have a tool specifically geared towa…

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Today's Workforce Optimization Enables More Personalized Coaching for Millennial Contact Center Employees

By: Tracey E. Schelmetic    5/6/2016

While everyone seems to have an opinion on today's younger members of the workforce - the so-called "millennial" generation, what's really important i…

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Cyara Introduces Virtual Agent for the Desktop, a New Contact Center Testing Solution

By: Paula Bernier    5/5/2016

Testing for the efficiency of contact center agents and their desktop applications used to be a manually intensive process that required added personn…

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Improving Customer Support: Treat People the Way You Want to be Treated

By: Special Guest    5/3/2016

There is a lot being said on social media today about customer care: how to measure it, how to teach it, and how to improve it. Those of us who hire a…

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Five Smart Ways to Use Customer Service to Grow Your Business

By: Special Guest    5/3/2016

Making customer support a priority from day one can make the difference between whether your company succeeds or becomes just another statistic. In ho…

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HotSchedules, Agilysys Develop POS and Scheduling for Hospitality Market

By: Casey Houser    5/3/2016

Just as restaurants have used the Internet of Things to link devices in their own locations or multiple locations, hospitals and care centers can do t…

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CUSTOMER Magazine Announces Winners of the 2016 CRM Excellence Award

By: TMC    5/2/2016

TMC, a global, integrated media company helping clients build communities in print, in person and online, today announced the winners of their 17th An…

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Bringing Workforce Management Out of the HR Department

By: Tracey E. Schelmetic    4/29/2016

As workforce management becomes more flexible (largely thanks to cloud-based solutions) and feature-rich, it can offer contact center companies in par…

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Drowning in Sales Point Tools? Unmuddy the Waters with a Unified Sales Acceleration Platform

By: Peg E. Ventricelli    4/28/2016

The B2B sales market is in transition: First, the rise of the Internet and better-educated buyers pushed sales representatives' efforts lower in the s…

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Temkin: Emotion is the Missing Piece of CX

By: Paula Bernier    4/27/2016

Organizations today spend a lot of time and effort talking about improving the customer experiences they deliver. But there's one important thing that…

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Maritz Companies Help Connect Employee Engagement & Customer Experience

By: Paula Bernier    4/27/2016

They say that happy employees make for satisfied customers and, thus, more successful companies. But workers may not always receive the recognition th…

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Building a Command Center at HQ to Save Your SaaS in the Field

By: Amy Downs    4/26/2016

Simultaneously, healthy customers usually add features or expand their user base year over year, so it's clear that they can have a massive impact on …

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Workforce Management Will Play a Strong Role in the Contact Center of the Future

By: Tracey E. Schelmetic    4/25/2016

As the contact center of the future needs to become more flexible and cross time zones and the work becomes more demanding, many companies are meeting…

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Mobile 'Speed': Consumers' New Drug of Choice

By: Special Guest    4/21/2016

Consumers today are speed junkies. Thirty-six percent of users credit slow loading time as a top reason for app abandonment; and considering that 56 p…

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Remote Workforce Management Requires Robust Technology and Communications (But Not Too Much Communications)

By: Tracey E. Schelmetic    4/20/2016

Many companies have been slow to embrace telecommuting, even as they expand their efforts to increase efficiency and lower costs. It's human nature: m…

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LiveHive Offers Preintegrated Solutions to Address Sales App Proliferation

By: Paula Bernier    4/19/2016

The number of apps people use in both their personal and their professional lives continues to multiply. However, when sales professionals use a colle…

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Wheelings & Dealings: Survey Outfit Wootric Raises $2.6M

By: Paula Bernier    4/19/2016

The round was led by Cloud Apps Capital Partners, whose portfolio also includes Dasheroo, goformz, Hootsuite, insightly, ServiceMax, and propel. CSC U…

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Performance Management Needs to Be Personalized, Transparent

By: Rory Lidstone    4/18/2016

The defining trend here is a desire for transparency. In fact, 79 percent of leaders and 69 percent of employees agree that making performance managem…

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How Connecting Your Email to Your Help Desk Can Save Time and Reduce Errors

By: Dan Steiner    4/18/2016

As technology advances, help desk management is becoming more precise and simple through automation. When a business's employees can focus on providin…

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Monet Provides the Link between Social Customer Support and Workforce Management

By: Tracey E. Schelmetic    4/14/2016

The end result is more accurate forecasts and schedules for more efficient case management and faster case resolution, which leaves help desk and cust…

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Consider Mentoring Programs to Help Integrate Different Generations of Workers

By: Tracey E. Schelmetic    4/12/2016

A mentoring program can yield a lot of benefits to workforce management. It can help more experienced workers transfer their skills to younger workers…

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Outdated Quality Management Systems Have No Use

By: Stefania Viscusi    4/6/2016

Businesses today are so focused on getting customers to become loyal, repeat customers that they sometimes forget to look back at the systems and solu…

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Calabrio Expands Market Reach with SPS Partnership

By: Rory Lidstone    4/6/2016

Calabrio recently entered into a new partnership with Strategic Products and Services (SPS) in order to expand its reach and further spread the benefi…

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Why Call Center Reps Need to Consider Prospects' Website Activity

By: Drew Hendricks    4/6/2016

By the time a prospect has opted in to receive a phone call from one of your sales reps, they likely already know a great deal about what you have to …

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Six Principles for Better Outsourcing Partnerships

By: Special Guest    4/5/2016

Success rarely occurs in a silo, particularly in today's hyper-connected, hyper complex world; as such, success often has many parents. In the current…

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Poor Scheduling and Workforce Management Undermine Even the Best Agent Efforts

By: Tracey E. Schelmetic    4/5/2016

Finally, it's important to consider the merits of a good workforce management solution if your company relies on customer support personnel who are no…

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