CustomerZone360 Contributors

Tracey E. Schelmetic


Tracey E. Schelmetic is a TMCnet contributing editor.


Latest Articles

Quiq Aims to Eliminate the Mindless Chatbot with Its Conversational Customer Experience Solution 05/25/2023
RV Lifestyle Company Chooses Twilio Customer Engagement for Data-Driven Customer Experiences 05/24/2023
Vonage Partners with WhatsApp for Payments in Singapore 05/24/2023
Precisely Launches RapidCX Solution for Customer Communications in Regulated Markets 05/22/2023
CommBox Leverages ChatGPT for New Autonomous Conversation Capabilities 05/18/2023
Five9 Partners with German Managed Services Provider WTG 05/18/2023
SharpenCX Acquires Omnichannel Messaging Solution Webtext 05/17/2023's New Platform Update Adds Generative AI Technology to Enhance the Customer Experience 05/16/2023
Gartner Finds ChatGPT Has Supercharged Interest and Investment in AI 05/11/2023
AI Is Driving Greater Accuracy in Advanced Speech Recognition 05/10/2023
CSG's State of the Customer Experience Highlights a Path to a Better CX 05/09/2023
StructuredWeb Adds AI-Driven ChannelGPT Feature to Its TCMA Platform 05/09/2023
Bright Pattern Announces 'Omni-Enterprise' Contact Center Platform 05/04/2023
Intermedia Adds AI-Based Interaction Summary Functionality to its Intelligent Contact Center 05/02/2023
More Than Half of Executives Seek to Protect Customer Care from Cost-Cutting 05/01/2023
CallMiner Adds Integration with Zoom for Better Analysis of Videoconference Intelligence 04/26/2023
Clickatell Launches Chat Commerce Platform as a Service Product 04/25/2023
In a New IVR Strategy, Give Customers What They Want 04/24/2023
Native AI Raises $3.5 Million in Funding for Its Generative AI Consumer Research Solution 04/12/2023
The Power of AI-Driven Customer Recommendations in Driving Loyalty and Repeat Buying 04/11/2023
Calabrio Announces Integration with OpenAI Technology for its Calabrio ONE Solution 04/10/2023
Has Digital Grocery Shopping Made Consumers Less Loyal? A New Study Suggests "Yes" 04/04/2023
Five9 Updates Agent Assist Solution with AI Technology like ChatGPT 04/03/2023
Consumers Disapprove of Energy Waste and Pollution from Unnecessary Data Storage 03/31/2023
Consumers Disapprove Energy Waste and Pollution from Unnecessary Data Storage 03/31/2023
Report Finds Insurance Companies Are Realizing the Value of Investing in CX 03/22/2023
Most Consumers Struggle to Remember Passwords 03/21/2023
Verint Partners with Carahsoft to Bring Customer Engagement to the Public Sector 03/20/2023
NICE Reaches 1 Million Users Worldwide of Its CXone Cloud Platform 03/20/2023
Team Support Announces New Messaging Channels for Better B2B Support Continuity 03/15/2023
Qualtrics and Twilio Expand Partnership, Introduce Real-Time Data-Sharing Solution 03/15/2023
Holiday Inn Club Vacations Employs Medallia Technology to Measure 'Guest Love' 03/13/2023
Meeting Customer Expectations Requires a Digital-First Approach 03/07/2023
Consumers are Concerned About Data Privacy Protection in the Metaverse 03/03/2023
Folloze Launches ChatGPT-based AI Solution to Improve B-to-B Buyer Engagement 03/02/2023
Study Details How Supply Chain Management Impacts the Customer Experience 02/27/2023
Israel-based CommBox Opens U.S. Office, Announces Integration with Amazon Connect 02/24/2023
Two-Thirds of Customers Will Consider Switching Brands After a Negative Interaction 02/07/2023
A Majority of Customers Are Disappointed in Chatbot Experiences 02/03/2023
Experian Highlights 2023's New Fraud Initiatives for Scammers 01/27/2023
Upscale Grocery Chain, The Fresh Market, Implements VoCoVo Telephony Headsets for Employees 01/20/2023
Sprinklr Announces Partnership with Samsung Commercial Display Division for Digital Signage 01/19/2023
Think Ads That Follow You on Social Media Are Creepy? You're Not Alone 10/06/2022
Sharp NEC Display and Guise AI Partner for Solution That "Sees" In-Person Customers 09/12/2022
Disability Support Services Provider Scope Transforms Call Management with NICE CXone 08/16/2022
MiaRec's Speech Analytics Solution Available on the Five9 CX Marketplace 08/12/2022
Cresta Announces Expansion of Real-Time Intelligence Platform for Contact Centers 08/05/2022
Study Finds Omnichannel Grocery Shoppers Spend More 07/28/2022
NICE Actimize Named a Leader in Anti-Money Laundering Technology 07/07/2022
ConneXio Aims to Unseat CX Legacy Companies with Launch of ConneXio Cloud 06/02/2022
Unified Contact Center Solutions Provider SharpenCX Announces Partner Program 05/23/2022
Contact Centers Are Experiencing Digital Growing Pains 05/12/2022
Gaming Laboratories International Announces New Hire for Customer Service 04/06/2022
Q2 and Glia Announce Integrated Offering for Digital Banking Experience 10/28/2021
Building a Flexible, Data-Driven Patient Satisfaction Strategy 10/07/2021
Cision Completes Acquisition of Social Listening Company Brandwatch 06/03/2021
How the COVID-19 Pandemic Is Changing Marketing 12/30/2020
Do You Have the Right Technologies to Personalize Customer Transactions? 07/28/2016
Unraveling the Tangle of Software-as-a-Service Language 07/08/2016
A Collaborative Customer Experience for B2B Companies 06/30/2016
How to Avoid Social Spamming 06/17/2016
Put a Friendly Face on Self-Service Documentation 06/08/2016
Video Brings Value to Customer Support Software 06/06/2016
Large Companies Find B2B Customer Support Success with Chat 06/02/2016
Many Companies Still Failing Digital Customer Support 05/31/2016
Great Customer Support Comes From Knowing Your Customers 05/26/2016
Great Customer Support Organizations Anticipate Periods of High Call Volume 05/25/2016
Costs of Poor Customer Support Higher Than Imagined 05/17/2016
Leveraging Customer Data Becomes Even More Critical in B2B Relationships 05/16/2016
Omnichannel Customer Engagement Techniques for B2B Customer Support 05/11/2016
Agent Collaboration at Core of Great Customer Support Experience 05/04/2016
B2B Support Isn't B2C Support: Consider Unique Metrics for Help Desk Success 04/26/2016
Customer Service, Once a Cost Center, Now Proactive Marketing 04/18/2016
Corporations Aren't People: Don't Build B2B Service Strategies for a Collective Customer 04/12/2016
The Success of Customer Support and Help Desk Software Lies in Integration 04/05/2016
Marketing, Sales and Customer Support Are Foundation of a B2B Organization 03/29/2016
Smart Call Centers and Help Desks Abandon Tiered Support for Collaborative Approach 03/28/2016
The Secondary Benefits to a Robust Customer Support or Help Desk Solution 02/17/2016
Don't Force B2C Help Desk Software to Fit a B2B Need 02/08/2016
Fostering Positive Customer Emotion Not Something B2B Organizations Can Buy Off the Shelf 12/30/2015
Holy Grail of B2C Customer Support May Not Be Ideal for B2B Customers 12/17/2015
Customer Support Isn't Called 'Ticket Support' for Good Reason 12/16/2015
Empower Customer Support Reps to Help Customers Become Your Best Brand Advocates 12/03/2015
The New Year Will Be a New Opportunity to Change Company Attitudes toward Contact Center Agents 12/01/2015
Employee Engagement Has Less to Do With Employees and More to Do With Management Quality 11/23/2015
Today's SaaS Help Desk Solutions Doubly Customizable 11/20/2015
Simple Questions to Ask Before Purchasing Contact Center or Help Desk Software 11/19/2015
Ensure Your Contact Center is Leveraging Real-Time Data with Analytics Capabilities 11/17/2015
Collect Customer Feedback and Turn It into Actionable Intelligence 11/13/2015
What Makes a Great Contact Center Agent? 11/10/2015
Eliminating Negative Language from the Contact Center Vocabulary 11/03/2015
Executive Management Can Better Serve by Climbing Into the Trenches 10/29/2015
If You Want to Please Customers, You Should Be Empowering Agents 10/28/2015
Succesful Companies Build Support Systems to Serve Customer Demands 10/15/2015
Analytics and Workforce Optimization Can Combine to Create Customer Support-Boosting Synergy 10/12/2015
Are Your Contact Center Metrics Working for the Company or Your Customers? 10/07/2015
B2B Companies Can Improve the Customer Experience with a Better Support Foundation 10/01/2015
Kindness to Both Agents and Customers Goes a Long Way toward a Positive Customer Experience 09/30/2015
Even the Smallest B2B Companies Can Benefit from a Robust Customer Support Solution 09/24/2015
Tools and Approaches to Help Workers Feel More Valued and Boost Employee Engagement 09/23/2015