Increasing Contact Center Efficiency While Reducing Costs

By: Erik Linask    6/10/2019

Modern contact center technologies allow customer service teams to operate much more efficiently to reduce cost per interaction, increase customer sat…

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What is Workforce Management and Why Do I Need it in 2019?

By: Stefania Viscusi    6/7/2019

As older workforce retires and makes way for younger Millennials and Gen Y, even the style in which workforces are being managed is shifting. All of t…

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Business Tips Every Beginner Must Know

By: Special Guest    6/7/2019

There's no doubt that running a business takes a lot of time and effort. For someone who has just begun in this field, it's important that you have a …

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New Growth and New Customers for 8x8 Contact Center

By: Tracey E. Schelmetic    6/6/2019

The goal of a cloud-based contact center solution should be to enable an optimal customer experience by matching each customer with the best agent, re…

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Can Software Truly Improve Performance and Outcomes for Large Contact Center BPOs?

By: Shrey Fadia    6/6/2019

High turnover translates into high costs for recruiting and training, diminished employee productivity, and low morale among the very people who are i…

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Using Analytics to Improve Workforce Management

By: Laura Stotler    6/6/2019

Most businesses collect and store huge amounts of data as a routine course of action. But often that data sits unanalyzed. A proper WFM solution can p…

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Getting to Know Your Customers: How IVR Helps Make Surveys Fast and Effective

By: Erik Linask    6/3/2019

How much do you know about your customers, their experiences, and their needs? The fact is, the more you know, the more you are able to adapt your ent…

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Monet Solution Makes Club Med Contact Center Scheduling a Day at the Beach

By: Laura Stotler    5/31/2019

Club Med's use of spreadsheets to schedule its contact center agents and forecast customer service demand levels was outdated and unreliable. The comp…

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Workforce Management Today: Overseeing Multi-generational Employees

By: Stefania Viscusi    5/31/2019

Today's workplace is more diverse than ever before. As Baby Boomers transition out of their roles and Gen Y enters, the age range of workers is expans…

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Promero, BrightPattern Partner to Provide Omnichannel

By: Maurice Nagle    5/30/2019

BrightPattern and Promero unveiled a new partnership, which brings together a midsize and enterprise contact center software provider and a CX firm wi…

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Are You Leveraging Your Greatest Asset for Advocacy?

By: Erik Linask    5/28/2019

When it comes to customer engagement, there's no better resource than your brand advocates. With so many buying options, advocacy carries more weight …

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Why Call Centers Need WFM

By: Stefania Viscusi    5/22/2019

Call centers have become a key focus for businesses when it comes to growth and brand loyalty. Once viewed simply as "cost centers," or a place to man…

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In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics

By: Arti Loftus    5/21/2019

All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.

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Preventing Customer and Agent Turnover Is Your Best Workforce Management Strategy

By: Tracey E. Schelmetic    5/21/2019

In the contact center, managers spend a great deal of time preventing turnover. Customer turnover, since it costs far more to acquire a new customer t…

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TechnologyOne Turns to Cloud Communications

By: Maurice Nagle    5/20/2019

Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…

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Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?

By: Arti Loftus    5/20/2019

Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…

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Making Your Entire Organization Part of the Unified Customer Experience

By: Erik Linask    5/20/2019

In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…

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Verint Unveils WFM Industry First

By: Maurice Nagle    5/17/2019

Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …

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Appian Intelligent Contact Center Sees Twilio Addition

By: Maurice Nagle    5/16/2019

Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…

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Reversing the Call Center Turnover Trend

By: Laura Stotler    5/14/2019

Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…

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Is Your Contact Center Ready for Millennials?

By: Erik Linask    5/13/2019

As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…

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Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle    5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…

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Overcoming WFM Implementation Hurdles

By: Maurice Nagle    5/10/2019

The contact center is littered with obstacles. Well, allow me to clarify. Without the proper solutions in place the contact center is littered with ob…

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Call Center Agents In No Danger of Being Replaced by AI Anytime Soon

By: Laura Stotler    5/10/2019

AI is often viewed as a threat to human jobs, particularly in the call center. But given its limitations, expense and the fact that callers prefer to …

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TCN, Envision Team Up on Workforce Optimization

By: Maurice Nagle    5/8/2019

TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…

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Will Artificial Intelligence Replace Agents in Your Contact Center?

By: Erik Linask    5/6/2019

Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…

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Verint Adds to VoC Suite

By: Maurice Nagle    5/1/2019

Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…

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Low Customer Churn Doesn't Mean Customers Are Happy

By: Tracey E. Schelmetic    4/30/2019

Providing great customer support is expensive and time-consuming. Many organizations are tempted to cut corners, particularly when their customer chur…

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Combating Burnout in the Call Center

By: Maurice Nagle    4/30/2019

Burnout is not something to take lightly. From time to time we all need to take a "mental health day" or employ practices to combat the drain from out…

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Women Veterans Can Now Text with VA Call Center

By: Erik Linask    4/29/2019

The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…

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8 Reasons to Offer a Callback Service in Your Contact Center

By: Erik Linask    4/29/2019

Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…

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A Hybrid Cloud Approach Practical for Contact Centers

By: Laura Stotler    4/29/2019

Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…

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On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

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Inference Eases Virtual Agent Development and Deployment

By: Maurice Nagle    4/24/2019

Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…

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Help Your Call Center Agents Through 'Worst Case Scenarios'

By: Tracey E. Schelmetic    4/23/2019

Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…

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Why Video Can Differentiate Your Customer Experience

By: Erik Linask    4/22/2019

Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…

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A Dynamic and Flexible Approach to Workforce Management in the Contact Center

By: Laura Stotler    4/22/2019

Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…

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Why You Have to Measure CSAT and How to do it Right

By: Erik Linask    4/16/2019

While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs…

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Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest    4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…

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CCaaS on Display at Channel Partners

By: Maurice Nagle    4/11/2019

This week, Channel Partners provided the stage for CoreDial to put omnichanel on display. Demonstrations of the CoreNexa contact center solution will …

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Top 4 Tips to Improve Customer Service Experience

By: Special Guest    4/11/2019

There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions …

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How Advanced Analytics Benefit Workforce Management

By: Tracey E. Schelmetic    4/11/2019

Advanced data analytics capabilities built into a modern workforce management solution could identify, for example, that a particular type of call is …

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The Future of CX: Personalized, Immersive Friendly and Very, Very Smart

By: Special Guest    4/10/2019

Customer Experience (CX) is becoming a great priority for Communications Services Providers (CSPs), also known by some as "telcos" and, earlier this m…

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Are You Mapping Customer Journey?

By: Erik Linask    4/8/2019

In order to fully understand what motivates customers and to be able to adjust processes, it's important to look at and analyze the entire customer jo…

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How to relate to your customers by educating them about new technologies on the example of VPNs

By: Special Guest    4/8/2019

Marketing approaches have evolved a lot during the last decades becoming more human-centered and empathetic, but also more subtle and sophisticated. T…

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Games in the Contact Center Can Build Cohesion and Make Work Fun

By: Tracey E. Schelmetic    4/4/2019

The contact center is a difficult place to work. It's a high-pressure environment, it's noisy, it's busy and sometimes tempers get short. Customers ca…

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Avoid Contact Center Catastrophes with Cloud Technology

By: Erik Linask    4/4/2019

Neither contact centers nor the customers they support have to suffer due to the complexities of managing solutions. Increasingly, businesses are movi…

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Workforce Management at Heart of Organizational Transformation

By: Tracey E. Schelmetic    4/2/2019

Once upon a time, "workforce management" was as simple as a time clock, and a lot of manual tabulation by a manager. While keeping track of the hours …

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Avaya Furthers Partnership with Nuance to Add AI-based Natural Speech to Self-Service

By: Tracey E. Schelmetic    4/2/2019

Self-service is important to the contact center for many reasons. For starters, most people who get in touch with your company WANT to resolve their o…

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Fill Onboarding 'Potholes' to Transform Customer Journeys

By: Special Guest    4/2/2019

In an age of "click and get it done," customers are conditioned to expect business interactions to be simple, speedy and convenient. Applying for a cr…

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