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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5 Great Moves to Improve Your Call Center Sales

By: Special Guest    2/25/2016

Technology is one of the few things in life that perpetually gets cheaper over time. In past decades, call centers were a reality that only larger, mo…

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Intraday Management Helps Call Center Managers Make Proactive Schedule Changes in Real Time

By: Tracey E. Schelmetic    2/25/2016

In the contact center, even the very best schedule can go awry. Employees could show up late or leave early (or simply not show up at all). Power or I…

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Trust Lies at the Core of Contact Center Quality Management

By: Tracey E. Schelmetic    2/24/2016

Perhaps one of the most under-discussed human traits in business today is trust. It was once the foundation of business - gentleman's agreements and h…

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Contact Center Agents Support Efforts to Measure Support by Quality and Not Quantity

By: Tracey E. Schelmetic    2/23/2016

Before you begin a quest for quantifying and qualifying the customer experience, start with your agents. Ask them what they believe makes a great cust…

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The Chief Customer Officer: Why Your Business Needs One

By: Amy Downs    2/22/2016

In my last installment I discussed why Customer Obsession is critical for businesses to succeed. I've also talked about creating customer-centric core…

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Real-Time Coaching in the Call Center: Agent Performance Never Looked So Good

By: Stefania Viscusi    2/19/2016

The need to meet customer expectations has never been greater than it is today. Not only are companies vying for customer wins, but they are also face…

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Too Many Contact Centers Falling Behind with Forecasting and Schedule Adherence

By: Tracey E. Schelmetic    2/18/2016

In recent years, the tasks of forecasting has become somewhat easier thanks to technology and new ideas for success. Companies are beginning to realiz…

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For Guaranteed Business Success, Get to Know Your Employees

By: Susan J. Campbell    2/18/2016

Still, the research team found that perceptions of inclusion and diversity were not among the top predictors of sustainable engagement. Instead, these…

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Using the Right Tools to Make the Most of Teleworking and Help the Pros Outweigh the Cons

By: Tracey E. Schelmetic    2/10/2016

It's rare when a business model that holds many benefits for ordinary workers offers the same benefits to employers. Flex-time, while popular with wor…

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How Gamification Software and HR Are Integrating Today

By: Special Guest    2/8/2016

Over the past few decades, some techniques and tools utilized by human resource personnel have changed or have been modified to embrace a shift in soc…

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Crnogorski Telekom Adopts Amdocs BSS

By: Casey Houser    2/5/2016

Crnogorski Telekom, the largest telecom in Montenegro, provides consumers and businesses with fixed and mobile phone service along with Internet and I…

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The Cloud Delivery Model Can Reduce Headaches Across the Contact Center

By: Tracey E. Schelmetic    2/4/2016

If your goal for this year is to reduce headaches, complexity and down-time in the contact center, it should be the year you approach the cloud to beg…

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Gartner Names Atento a Leader in Customer Management Contact Center BPO

By: Rory Lidstone    2/4/2016

The same report also names Atento as the company with the highest execution ability among those analyzed in Gartner's market research. Atento CEO Alej…

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Contact Center Performance Reviews: All At Once, or Throughout the Year?

By: Tracey E. Schelmetic    2/3/2016

Let's face it: no one likes a job review. They're awkward, nerve-wracking and generally uncomfortable affairs, largely because they happen only once a…

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Avtex Extends CRM Reach with Webfortis Acquisition

By: Rory Lidstone    2/2/2016

Avtex has extended its customer relationship management (CRM) strategy this week through the acquisition of Webfortis, a Microsoft Dynamics CRM provid…

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Business Case for Service Providers to Offer CCaaS - Contact Center in the Cloud

By: Special Guest    2/2/2016

Service providers are ideally positioned to offer Contact Center-as-a Service (CCaaS) by having the core infrastructure, network and operational abili…

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reacHIRE Helps Stay-at-Home Moms Transition Back into the Workforce

By: Tara Seals    1/26/2016

When it comes to workforce management, most human resources execs are coming around to the fact that a more diverse workforce that includes women at a…

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5 Ways to Engage Your Employees in the Digital Workplace

By: Special Guest    1/26/2016

When companies rely on old-fashioned one-way, top-down internal communication methods, it prevents employees from participating in the company culture…

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CUSTOMER Magazine Gives Monet Software 2016 Product of the Year Award

By: Michael Guta    1/26/2016

As it applies in today's environment, Workforce Optimization (WFO) is used by organizations with a strategy focusing on increasing customer satisfacti…

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Mobile Workforce Management Should Be Part of Your Company's Mobility Strategy

By: Tracey E. Schelmetic    1/25/2016

Going forward, mobile workforce management can help eliminate some of the disadvantages of managing a team of remote workers, while fully embracing th…

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Artificial Solutions Helps Shell Bridge Language Gaps

By: Steve Anderson    1/20/2016

When running a worldwide firm, one of the biggest problems that organizations face is the lack of a common language. Interpreters have helped on this …

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The Right Fit for Workforce Management Software for the Contact Center

By: Tracey E. Schelmetic    1/20/2016

Finding an enterprise solution that meets your company's needs is a bit like dating. You might look around a bit, mingle, and even schedule a dinner w…

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Don't Neglect the Total Cost of New Hires

By: Peter Scott    1/19/2016

I'm a serial entrepreneur, which means I'm hyper busy (indeed, I'm writing this article from a plane, one of my prime opportunities for writing and re…

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Bersin by Deloitte Encourages HR Leaders to Focus on Bold, Inventive HR Strategies

By: Michael Guta    1/18/2016

The "Predictions for 2016: A Bold New World of Talent, Learning, Leadership and HR Technology Ahead," sees technology playing a more important role to…

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The First Step to Increasing Customer Loyalty: Adopt a Metric the Whole Company Can Rally Behind

By: Amy Downs    1/18/2016

When I took on the newly created role of Chief Customer Success & Happiness Officer at Lifesize, only one thing was clear: customers needed to be at t…

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Kronos and Google Pursue the SMB Cloud Workforce Management Market

By: Michael Guta    1/15/2016

Small and medium sized businesses (SMBs) haven't fared that well when it comes to enterprise grade solutions, but all that is set to change with the r…

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