Latest News


Entertainment as Engagement for Friendlier, Faster and Fun Conversations

By: Juhi Fadia    8/12/2020

As we evolve from call center to contact center and from contact center to the Customer Experience (CX) hubs in new digital ways, innovation is bloomi…

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CallMiner, Intradiem Announce Partnership

By: Maurice Nagle    8/11/2020

Intradiem and CallMiner announced a partnership to bring together leading contact center technologies to enhance customer satisfaction and agent quali…

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How COVID-19 Had a Big Influence in Sales in Certain Sectors

By: Special Guest    7/29/2020

For everyone working in customer service, the last few months have been anything but the ordinary. Pretty much every company has seen changes, which s…

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The top 3 laptops for a customer service representative

By: Special Guest    7/29/2020

Our choice of the latest laptop models from top brands will help you find the best laptop for your customer service agency. Selection of the best l…

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Catch Customer Sentiment from Smart Product Data Analysis Before Ratings Drop

By: Juhi Fadia    7/29/2020

An Israeli-US company, Copilot, this week announced it has launched a new CX Trend system that can detect potential drops in customer satisfaction rat…

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New NICE Offering Uses AI to Provide Real-Time Guidance for Customer Service Agents

By: Laura Stotler    7/29/2020

NICE has announced its new Real-Time Interaction Guidance solution, powered by its ENLIGHTEN AI platform. The offering provides real-time interaction …

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What Customers Really Want: Everything You Should Know About Customer Experience Mapping

By: Special Guest    7/28/2020

How do you know what they really want at different stages of their journeys with your brand and how do you create a frictionless customer experience (…

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eGain Automates Customer Engagement for Financial Services Giant

By: Stefania Viscusi    7/24/2020

Customer engagement solutions provider eGain has helped a large U.S. financial services client to enhance its customer experience through new digital …

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Brazilian Call Center Workers, Deemed "Essential," Fear COVID Infection

By: Tracey E. Schelmetic    7/24/2020

Today, Brazil has one of the highest COVID-19 infection rates in the world. This has left many workers in the call center industry feeling vulnerable.

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Aspect Unleashes Aspect Workforce Optimization Version 20

By: Maurice Nagle    7/16/2020

Touting a redesigned and enhanced workforce mobile user interface, more rapid and user friendly access to performance reporting and public cloud integ…

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