Latest News


Verint WFM Upgraded to Support Safe Transition Back to the Office

By: Maurice Nagle    6/9/2020

Verint unveiled enhancements to its WFM solution, adding new capabilities to meet the needs of the workforce transition back to the office.

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CUSTOMER Magazine Announces Winners of the 2020 CRM Excellence Award

By: CustomerZone360 News    6/9/2020

TMC announced the winners of their 21st Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

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Connected Field Service Leads To Brilliant Customer Experiences

By: Juhi Fadia    6/9/2020

Customer Experience is one of the most influential factors in stimulating customer loyalty and retention. Market research studies reveal that it costs…

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A Tale of Two CRM Architectures: Do you start or finish with your business processes?

By: Juhi Fadia    6/8/2020

Data about customers' behaviors, collected through a range of channels, can play a pivotal role in teams understanding customer intent and sentiment, …

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New Mexico Call Center Shutters Amid Pandemic

By: Stefania Viscusi    6/4/2020

News of layoffs and businesses closing their doors due to the Coronavirus pandemic that continues to sweep the nation is not new. However, one industr…

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Conversational Analytics - The Secret to Exceptional First Call Resolution & Outstanding Customer Experiences

By: Special Guest    6/2/2020

Jack Ma, founder of Alibaba once advised,?"Forget about your competitors, just focus on your customers".?As the statistics highlight dissatisfied cust…

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Setting Work and Home Life Boundaries to Avoid Employee Burnout

By: Laura Stotler    6/1/2020

Millions of workers have been forced to work remotely to combat the effects of COVID-19. Remote work has many benefits, but can also easily lead to em…

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Vonage Contact Center Lets Onecom Rapidly Adapt to COVID-19 Teleworking

By: Erik Linask    5/28/2020

Over the past 2-3 months, countless businesses have struggled to maintain operational continuity as they have been forced to rapidly move to teleworki…

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NICE inContact, Zendesk Offer Remote Contact Center Bundle

By: Maurice Nagle    5/27/2020

NICE inContact announced a partnership with Zendesk provide businesses transitioning operations due to the coronavirus pandemic access to the NICE inC…

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The Only Dead Thing in Contact Centers Is Your Approach

By: Special Guest    5/27/2020

Lately, I have been bombarded with this notion of the death of the call center. It's certainly a bold apocalyptic affirmation that seems in tune with …

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