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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Pitney Bowes Releases Single Customer View

By: Casey Houser    4/4/2016

Pitney Bowes recently announced the launch of its Single Customer View software that allows enterprises to gain a more comprehensive look at their cus…

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UK Contact Centers Run Decades Behind in Workforce Management Adoption

By: Tracey E. Schelmetic    4/1/2016

Workforce management solutions designed for the contact center help companies today achieve significant improvements, both in service quality and oper…

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PLDT Taps MATRIXX to Convert to Digital Customer Service, Invests in Part of Company

By: David Delony    3/31/2016

MATRIXX Software has announced that Philippine carrier SMART Communications has selected the company's Digital Commerce platform to handle its mobile …

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Comings & Goings: CustomerMatrix Hires Four Executives for Global Leadership

By: Casey Houser    3/31/2016

CustomerMatrix, a company that uses cognitive computing to assist financial service and insurance companies, recently announced that it has hired four…

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Wise Workforce Management Choices Reduce Learning Curve, Save Time & Money

By: Tracey E. Schelmetic    3/31/2016

Many companies are feeling pressure these days to improve the quality of their workforce optimization. They know - because the word "optimization" app…

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How to Tap Your Customer Support to Deliver an Amazing Customer Experience

By: Special Guest    3/29/2016

It doesn't matter how many colors your product comes in, how cheaply you can sell it, or whether you throw in a free set of steak knives-in today's wo…

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If Customers Aren't Flocking to You - It Could Be the Customer Experience

By: Susan J. Campbell    3/28/2016

To truly create the optimal customer experience - you have to understand your customer and what they need in order to want to do business with you. Fo…

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Desk 360 Lets SMBs Compete with Large Enterprises for Customer Experience

By: Michael Guta    3/28/2016

As a SalesForce subsidiary, Desk 360 brings with it not only its own solutions, but the proven experience of its parent company in the enterprise sect…

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Cyara Expands Reach with New Global Partner Program

By: Rory Lidstone    3/28/2016

Cyara, the company that is working hard to usher in an omni-channel future by providing top-quality customer experiences for voice and digital channel…

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UK Contact Centers Backslide in Customer Satisfaction, Far Behind in Workforce Management

By: Tracey E. Schelmetic    3/24/2016

While Americans may complain about the state of the customer support industry in the U.S. - loudly and regularly - it's important to remember that we,…

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The Unforeseen Cost of RoboCalls: More Than Just a Nuisance

By: Special Guest    3/23/2016

For many businesses, telephone calls play a pivotal role in acquiring new customers and growing revenue. People shopping for everything from a new car…

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Harnessing the Power of Metrics via Balanced Scorecards

By: Special Guest    3/23/2016

Every service delivery organization sets key performance indicators (KPI) to measure the health of the organization. Knowing where to take action base…

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Yesterday's Workforce Optimization Told You Where You Went Wrong. Today's Tells You When You Are Going Wrong

By: Tracey E. Schelmetic    3/23/2016

To work properly, of course, your workforce optimization solutions requires data, and a lot of it. Many of today's solutions have data and speech anal…

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Hed: Harnessing the Power of Metrics via Balanced Scorecards

By: Special Guest    3/22/2016

Every service delivery organization sets key performance indicators (KPI) to measure the health of the organization. Knowing where to take action base…

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Directly Adds Predictive Routing to On-Demand Help Desk Solution

By: Paula Bernier    3/22/2016

Businesses have long been working on how to more efficiently schedule and use the time of contact center agents and other employees and interest group…

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Lionbridge Integrates Translation Solution with Episerver Digital Experience Cloud

By: Michael Guta    3/21/2016

There are more than 6,500 languages in the world, but only four percent, or 275 are spoken by 96 percent of the population. But in actuality there are…

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Vulnerability Despite PCI Third-Party Outsourcing-Understanding the Truth

By: Special Guest    3/21/2016

Greg Gentile, President, Govolution outlines the challenges of PCI third-party outsourcing for contact center transactions.

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Windstream's Redesigned Channel Service Model Means Better Partner Support

By: Rory Lidstone    3/17/2016

Windstream, provider of advanced network communications and managed services, has decided to redesign its channel service model, giving partners dedic…

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Zendesk Drives a Better Customer Experience With Machine Learning

By: Steve Anderson    3/16/2016

It's a fair demonstration of the power of analytics; by knowing how other efforts have turned out in the past, organizations can get a handle on how s…

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Enghouse Interactive CCSP is the Most Used Cloud Contact Center Platform

By: Rory Lidstone    3/16/2016

According to the newly released DMG 2015/2016 Cloud-Based Contact Center Infrastructure (CCCI) report from DMG Consulting, Enghouse Interactive has a …

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Study Highlights the Perils of Mushroom Management

By: Peter Scott    3/16/2016

Mushroom management is not new, but the world of work has changed and employees no longer are putting up with it. It isn't safe to entrust your liveli…

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Enacomm Releases Next Generation IVR Analytics and Management Tool

By: Michael Guta    3/15/2016

With each customer interaction now a gold mine of information, companies are creating solutions to make sense of what is being said at all times. Whet…

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The Key to Sales Growth and Productivity in 2016? Spend Less Time Selling

By: Special Guest    3/14/2016

The problem isn't the quantity or quality of sales technologies available. Nor is the answer to simply give more time to sellers. If sales organizatio…

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Gamifying Employee Engagement

By: Malcolm Rowlings    3/14/2016

Currently, one of the biggest issues organizations are dealing with is low levels of employee engagement. Bad employee engagement can lead to lower em…

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Don't Assume Baby Boomer Customers Want Only Telephone Support

By: Tracey E. Schelmetic    3/9/2016

Customers over 50 may not be rushing to Snapchat to share customer experiences as quickly as younger Americans, but they are addicted to email and the…

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Maximizing Purpose: It's how leaders grow business

By: Amy Downs    3/9/2016

As a leader, I subscribe to Gallup's philosophy that my job is to help individuals on my team identify and maximize their purpose. Our team members ar…

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Your Quality Improvement Process Should Focus on the Positive for Great Company Culture

By: Tracey E. Schelmetic    3/9/2016

Once upon a time, companies used to pride themselves on the loyalty and staying power of their employees. It wasn't uncommon for young people to begin…

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Agero to Open Call Center in Tennessee

By: Casey Houser    3/8/2016

Agero, a roadside assistance service provider, recently announced that it will take over a former Sprint call center in Bristol, Tenn.

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4 Essential Features Your CRM Needs to Have in 2016

By: Special Guest    3/8/2016

According to Forbes, CRM is expected to grow into a $36.5 billion market worldwide by 2017. But when it comes to choosing a CRM solution for your orga…

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To Achieve Optimal Contact Center Performance - Listen to Those on the Frontline

By: Susan J. Campbell    3/2/2016

In the quest to deliver quality customer interactions, how much of your attention is spent on your agents? Chances are you do make investments in tech…

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Vermeer Southeast Saves CRM Time, Money with PipelineDeals

By: David Delony    3/1/2016

For the small-and-medium-sized businesses PiplineDeals focuses on serving, this means more time and money they can spend toward growing essential busi…

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Orange Named Global Top Employer

By: Casey Houser    3/1/2016

Top Employers Institute examines the global workforce to determine which employers stand above the rest. It wants to find the employers that treat the…

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Millennial Workers Welcome Regular Guidance and Opportunities

By: Tracey E. Schelmetic    3/1/2016

In the contact center, consider pairing new, younger workers with more experienced workers for a mentoring relationship. It may bear more fruit than e…

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Clarizen Showcases Winter 2015/2016 Product Release

By: Frank Griffin    2/25/2016

The many technological solutions that are part of today's organizations help improve overall operations and processes, but they also increase the leve…

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