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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5 Predictions for the Future of Customer Service (Or at Least for 2016)

By: Special Guest    1/15/2016

There is no denying it. The impact of customer service on how customers perceive and interact with brands is paramount. In a time when so many compani…

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SF Gov Agency Goes Beyond Spreadsheets to Manage Complex Scheduling Environment

By: Peter Scott    1/15/2016

Monet WFM Live is a cloud-based management solution that delivers workforce management, call recording, quality assurance and performance management. …

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Cloud Solutions Tailor Made to Help SMB Contact Center Succeed

By: Tracey E. Schelmetic    1/14/2016

Companies have a lot of choices to make today when it comes to enterprise solutions. They must choose a solution - and picking a partner vendor that w…

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Real-Time Customer Care is Essential in 2016

By: Stefania Viscusi    1/13/2016

A dynamic change has happened in customer support over the last year or two with buyers dictating how and when companies should deliver care. Thanks t…

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Recipients of the 2016 CUSTOMER Product of the Year Award Announced

By: TMC    1/11/2016

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2016 CUST…

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A Great Year for Monet Software and for Cloud Workforce Management in General

By: Tracey E. Schelmetic    1/11/2016

Cloud-based solutions such as those provided Monet are doing great things for the U.S. contact center industry. The reduction is costs for solutions i…

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2016 Workplace Trends Driven By Talent-First Approaches

By: Tara Seals    1/8/2016

When it comes to trends in the workplace for 2016, the year promises to be transformative in a number of ways. According to the Workforce Institute at…

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Learning the Workforce Management and Scheduling Lessons from the Holiday Contact Center Rush

By: Tracey E. Schelmetic    1/6/2016

So the holidays are over, and your contact center is settling down into business as usual, right? Seasonal employees are packing up and ready to leave…

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Fathom Voice CEO Shares 2016 CRM Predictions

By: Stefania Viscusi    1/5/2016

CRM has been an important focus for companies for a while now. As we enter a new year, talk about 'what's next' in the quest to achieve ultimate custo…

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A Goal for 2016: Eliminate Interdepartmental Disconnects and Blind Spots

By: Tracey E. Schelmetic    1/5/2016

The contact center, which is probably the most rigidly scheduled department in any company, is a different bird. Here, the workforce management manage…

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The Voice of Your Business

By: Mark Bedard    1/5/2016

Your voice says a lot about you. It conveys emotion, personality, and style. When it comes to your business phone system, the voice carries even great…

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Applying Data Analytics to Worker Absence Trends

By: Tracey E. Schelmetic    1/4/2016

Companies today should be tracking the number of days lost to absences so they can compare historical data in the future; the reasons for absence and …

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Application for the 2016 Top 50 Contact Center Outsourcing Awards Now Open

By: CustomerZone360 News    12/22/2015

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today that applications are now be…

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TMC Announces Call for Entries for the 2016 MVP Quality Award

By: CustomerZone360 News    12/21/2015

Norwalk, CT, December 21, 2015 - TMC, a global, integrated media company helping clients build communities in print, in person and online, announced t…

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Cision Plans Purchase of PR Newswire

By: Steve Anderson    12/21/2015

Cision has announced a new agreement to purchase PR Newswire, a company well-known for publishing reams of press releases daily. The move is set to tu…

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Fluidity in Providing a Customer Experience Requires Fluidity in Workforce Management

By: Tracey E. Schelmetic    12/21/2015

While a few forward-thinking companies are doing amazing things with omnichannel customer support today, most companies are admittedly mired in the pa…

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Culture Matters: Making Customer Obsession Central to a Values-Driven Workforce

By: Amy Downs    12/15/2015

The foundation for creating happy customers is having a culture that supports happy employees. Corporate culture is the starting point for great custo…

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Report Predicts Brisk Growth for Global Cloud-based Workforce Management Industry

By: Tracey E. Schelmetic    12/15/2015

One recent report concluded that the global workforce management market will grow from $4.8 billion in 2015 to $7.7 billion by 2020, representing a co…

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Gemalto Global Survey Reveals Impact of Data Breaches on Customer Loyalty

By: Peter Bernstein    12/14/2015

All around the world, brands have tried to quantify the threat of a publicized data breach. As a result, C-level executives have had to decide how muc…

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Modern Workforce Management Works for Employees As Much As It Works for Employers

By: Tracey E. Schelmetic    12/14/2015

When workers understand that workforce management is looking out for them as much as it's checking up on them, it becomes more of a tool for employee …

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5 Tips on Prepping Your Call Center for the Holiday Season

By: Special Guest    12/10/2015

The holiday season is here. Along with all the merry making, it also brings with itself lots of business opportunities. Call centers especially find t…

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Customer Care Initiatives Drive Demand for Big Data

By: Steve Anderson    12/9/2015

A new study from Guavus shows how deep the demand for data runs, with 87 percent of respondents in a global survey implementing big data analytics str…

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PeopleMatter Releases New Product Suite

By: Steve Anderson    12/7/2015

Businesses, no matter the field, almost universally want to get the most out of hiring decisions. That can be something of a tall order, so a variety …

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Critical Distinctions Among Cloud, Hosted and On-Premise Contact Center Solutions

By: Laura Stotler    12/7/2015

Cloud contact center solutions clearly offer numerous advantages in the way of cost, flexibility and maintenance. Another major factor is security, an…

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Kronos' Workforce Ready Suite Helps Companies Drive Employees' Productivity

By: Clayton Hamshar    12/7/2015

Federal, state, union and company-specific policies and regulatory requirements can be configured in one of the suite's tools to ensure they are being…

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The New Year Will Be a New Opportunity to Change Company Attitudes toward Contact Center Agents

By: Tracey E. Schelmetic    12/1/2015

Workforce management, like call center agents, shouldn't be considered "cost centers." These are the people who represent your company to your custome…

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WFM: If Price Scares You Away, the Cost of Doing Nothing Should Make You Want to Stay

By: Susan J. Campbell    12/1/2015

What is your motivation for investigating or investing in workforce management solutions? Are you trying to improve convenience? Have you seen demonst…

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Why Customer Service is an Investment, Not an Expense

By: Special Guest    11/24/2015

It is hard to overstate the value of excellent customer service. According to a 2015 U.S. State of Multichannel Customer Service Report, 98 percent of…

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Don't Argue for the Contact Center - Justify it with Real-Time Data

By: Susan J. Campbell    11/24/2015

Like it or not, the contact center is a must-have if you want to drive customer service, loyalty and sustainable revenue. That doesn't mean you need t…

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How Resource Requests Made Me a Thankful PMO Manager

By: Special Guest    11/23/2015

Thanksgiving time always gives me the chance to take a step back and look at all the things that I am grateful for. This year, I am especially thankfu…

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Employee Engagement Has Less to Do With Employees and More to Do With Management Quality

By: Tracey E. Schelmetic    11/23/2015

Look for managers who employ a positive approach to managing workers. These are managers who are "people-oriented" and understand how to motivate work…

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Incredible Thanksgiving Story: Howard Hughes Gave Every Employee a Holiday Turkey

By: Dr. Brooks Mitchell    11/23/2015

The following story is a perfect illustration of one of the foundation principles a successful employee incentive program should be based on. Specific…

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Nimble: The Science of Scheduling

By: Maurice Nagle    11/19/2015

Managing a staff of any size can pose a great challenge, let alone in a global company with thousands of employees. So whether the vertical is healthc…

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Genesys Takes a More Prescriptive Approach in Selling Omni-channel

By: Paula Bernier    11/18/2015

The contact center industry - and businesses at large - has been talking about the omni-channel contact center for some time now. In terms of adoption…

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Why Financial Institutions Can't Afford to Ignore Mobile

By: Susan J. Campbell    11/17/2015

As the competition continues to intensify, call centers in this space must be able to meet the evolving communications demands and expectations of a c…

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