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Outdated Quality Management Systems Have No Use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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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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