Latest News
VIEW ALL
Tips for Fostering an Inclusive, Engaging Call Center Culture
Call center agents must be engaged and motivated on the job to successfully engage customers. Call center managers can boost engagement by fostering a…
Read More
Filling the Gaps in Customer Satisfaction Reality in the Contact Center
There's a huge disconnect in contact centers today. While most of them - better than 90 percent - claim that customer service quality is their number …
Read More
Five Trends Shaping the Future of Customer Support
Few industries are evolving at a faster pace than customer service and support. With an influx of new technologies, contact centers have a wealth of d…
Read More
ORGANO Gets Customer Experiences in Shape with Talkdesk
In regard to delivering quality customer care, nothing is more important than consistent quality and always-on communications. When ORGANO - a growing…
Read More
NICE inContact, Zendesk Pair CCaaS & CRM
NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…
Read More
Superior Customer Service Needs to Be the Norm, Not the Exception
A viral holiday anecdote about excellent customer service at a Chick-fil-A drive-thru should serve as the gold standard for customer engagement, parti…
Read More
Amazon Experienced Some Uncharacteristic Chaos This Holiday Season
While most of us expect Amazon to run like a well-oiled machine during the holiday season - at least from a customer's perspective - even the most org…
Read More
US Real Estate Franchise Moves Contact Center to Cloud with Five9
One US real estate franchise is ensuring it's prepared for the future and making the move to the cloud with Five9. The company announced it was chosen…
Read More
Workforce Management Software Eliminates the Need for Erlang-C
If you manage a call center and you're of a certain age, chances are that you know how to calculate the Erlang-C formula, a mathematical calculation t…
Read More
CUSTOMER Magazine Announces Recipients of the 2019 Customer Experience Innovation Awards
TMC announced today the winners of 2019 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
Read More
