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KMS vs CMS: What Are the Differences

By: Special Guest    3/6/2019

Every business today must place a great emphasis on constantly searching for an edge. The competition is so fast and broad that one moment's rest can …

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Consider Gamification to Improve Onboarding in the Contact Center

By: Tracey E. Schelmetic    3/6/2019

In the contact center, recruiting and hiring tend to take the lion's share of time and attention. It's easy to forget, therefore, about the importance…

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Preparing for Workforce Management in the Contact Center

By: Tracey E. Schelmetic    3/6/2019

As contact centers are continually under pressure to improve the customer experience while keeping costs under control, one of the best ways to do so …

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Nuance Unveils New Agent AI Contact Center Bundle

By: Maurice Nagle    3/5/2019

Nuance unveiled the arrival of a contact center bundle bringing together artificial intelligence and agents to drive productivity via real-time insigh…

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9 Ways Automation Will Improve Customer Experience

By: Erik Linask    3/4/2019

Customer service is overtaking product and price as the determine factor for which brands customers choose. Customers are looking for four key element…

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Effective Contact Center Operations Begins with Analytics

By: Erik Linask    2/28/2019

Managing contact center performance effectively begins with data. Combining the right data with the right analytics tools ensures everyone has the inf…

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There's a Better Way to Use NPS

By: Maurice Nagle    2/28/2019

As a business, you may know your Net Promoter ScoreĀ®, but true growth comes from increasing that score. Do you know how to improve your score? Do you …

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Changing the Corporate Culture of Data Mining to Offset Privacy Concerns

By: Laura Stotler    2/27/2019

A more holistic, organization-wide approach to data mining an analytics can offset privacy concerns and better benefit companies.

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Radisys Adds Advanced Speech Recognition to Its MediaEngine Product

By: Tracey E. Schelmetic    2/26/2019

As the world becomes more automated and communications become smarter and more analytical, speech recognition becomes a critical element of communicat…

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CXaaS as the Cloud Takes 0n More and More Contact Center Communications

By: Arti Loftus    2/26/2019

The impact of cloud on contact center operations continues to grow, even as the industry is well into its second decade of leveraging cloud for everyt…

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