How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 6)

By: Tom Goodmanson    5/12/2020

Calabrio CEO Tom Goodmanson continues his series on how business leaders can learn from the COVID-19 pandemic and build better, stronger workforces.

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Verint Announces 2020 Partner of the Year Award Winners

By: Maurice Nagle    5/12/2020

This week, Verint named NWN Corporation, Avaya and Five9 Partner of the Year award winners. The Customer Engagement Company reserves this recognition …

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Five Ways to Prepare Your Customer Service Team for Enhanced Crisis Response

By: Special Guest    5/11/2020

Whether it's the current coronavirus pandemic, an impending hurricane, earthquake or a wildfire, a top tier contact center will include business conti…

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Five9, Zoom Offer Contact Center Agents Easy Access to Subject Matter Expertise

By: Maurice Nagle    5/8/2020

Five9 announced a new partnership with Zoom, and announce Agent-Expert Consultation. The new solution provides contact center agents access to any Zoo…

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Remote Work Benefits for Customer Service Will Outlast COVID-19

By: Laura Stotler    5/8/2020

The COVID-19 pandemic has forced many companies and call centers to rely on remote work to provide customer service. But the clear benefits of the rem…

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Contact Center Agents Get Personal Assistants with Speakeasy AI Agent Assist

By: Erik Linask    5/8/2020

Speakeasy AI is adding an intelligent assistant feature to its platform to deliver information to agents immediately.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Five)

By: Tom Goodmanson    5/5/2020

Calabrio CEO talks about the ideas his team has implemented during the COVID-19 pandemic that can be taken back into office environments when it's saf…

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The Benefits of Growing a Positive Call Center Culture

By: Tracey E. Schelmetic    5/1/2020

Why do some contact centers seem to do so well, and others don't, even if they're both following similar best practices? The answer may be in the call…

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Puzzel Purchases U-WFM in UK Expansion Plan

By: Stefania Viscusi    5/1/2020

Oslo, Norway-based Puzzel, a CCaaS provider for the European market, has acquired workforce management and optimization software provider U-WFM for an…

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How Customer Service Organizations Can Successfully Implement Teleworking

By: Erik Linask    4/29/2020

Contact centers need the right cloud solutions, as well as the right transition and education strategies, to migrate to teleworking without impacting …

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Altitude Software Says Video is the Rising Star in Customer Experience

By: Erik Linask    4/28/2020

Altitude Software is adding WebRTC-based video to its contact center solution, enabling businesses to take customer experience to new heights.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week 4)

By: Tom Goodmanson    4/28/2020

In this installment of Calabrio Corner, Tom Goodmanson talks about strategies for safely returning to office environments.

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Juniper Subsidiary Mist Helps European Transportation Company Manage Workforce

By: Tracey E. Schelmetic    4/24/2020

Analytics coupled with artificial intelligence (AI) has benefited many industries, but few more than transportation logistics. The proper use of big d…

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How to Reduce the Demand on Your Customer Service Telephone Operators

By: Special Guest    4/24/2020

Customer service is one of the most time consuming and therefore expensive functions that your business has to perform. This is especially true when y…

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Three)

By: Tom Goodmanson    4/21/2020

In his latest COVID-19 update, Calabrio CEO Tom Goodmanson talks about the importance of over-communication during a crisis.

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CXone@home Now Includes Workforce Optimization and Engagement

By: Maurice Nagle    4/20/2020

NICE inContact announced an expansion to the CXone@home package to now include Workforce Optimization (WFO) and engagement capabilities to drive agent…

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6 Ways Artificial Intelligence Works in Augmenting Customer Experience

By: Special Guest    4/17/2020

Call centers are the front line of companies, connecting the business with its customers and a critical component in the overall brand image and custo…

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AFNI Call Center Under Fire for Allegedly Packing Trainees in Elbow-to-Elbow Amidst COVID-19

By: Laura Stotler    4/16/2020

Current and former trainees at the an AFNI call center in Tuscon have complained they were packed elbow-to-elbow as recently as April 1, fearing for t…

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Noble Accelerates Contact Center Transition Home

By: Maurice Nagle    4/14/2020

Noble Systems announced it can deploy Noble Contact Center Remote within 48 hours, assisting businesses with a rapid transition to a work from home en…

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week Two)

By: Tom Goodmanson    4/13/2020

Tips from a customer experience CEO on how to keep maintain high levels of customer service during the COVID-19 crisis.

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NorthStar Home Chooses 8x8 for WFH Support During COVID-19

By: Stefania Viscusi    4/10/2020

With the help of 8x8, North Star Home is now allowing employees and contact center staff to stay connected and complete their daily jobs from the safe…

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TMC Labs Recognizes Winners of 2019 CUSTOMER Innovation Award

By: CustomerZone360 Staff    4/8/2020

TMC Labs recognizes innovators in the Customer Experience space who are helping organizations future-proof their businesses while maximizing customer …

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Airship Enabling High-Impact Customer Engagement During COVID-19 Pandemic

By: Erik Linask    4/7/2020

Airship is giving its web notification solution to businesses free to manage customer engagement and experiences during the coronavirus crisis.

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UK-based AI Company Introduces CoronaBot to Handle Basic Call Center Queries

By: Tracey E. Schelmetic    4/7/2020

The need for effective, timely customer support is always present, but during times of global emergencies, the need becomes even more urgent. Most cal…

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CUSTOMER Magazine Announces Winners of 4th Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    4/3/2020

TMC announced the winners of the 2019 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week One)

By: Tom Goodmanson    4/3/2020

In the face of an unprecedented teleworking environment due to COVID-19, how can business leaders guide their teams to success in uncertain times?

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Sitel Migrates to Teleworking, Hiring 10,000 New Associates

By: Erik Linask    4/2/2020

Contact center outsourcing firm Sitel has transitioned its workforce to remote technologies and is hiring 10,000 new associates during the COVID-19 cr…

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Call Center Agents on the Front Lines in Coronavirus War

By: Laura Stotler    4/2/2020

Call center agents are increasingly fearful for their health and safety as they are forced by employers to work in crowded buildings during the COVID-…

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US Call Center Workers in Crowded Buildings Terrified of COVID-19 Spread

By: Laura Stotler    3/31/2020

Call center workers throughout the U.S. are sounding the alarm about being forced to work in crowded buildings with little or no precautions being tak…

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CCaaS Consultant Cloudlinx Joins Edify Channel to Drive Future of Work Initiatives

By: Erik Linask    3/31/2020

CCaaS consultant Cloudlinx has joined the Edify channel program to bring its customers an AI-driven contact center solution with unified business comm…

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4 Fatal CX Measurement Mistakes Every Enterprise Should Avoid

By: Special Guest    3/30/2020

Customer-centric organizations are on track to invest more than $10 billion this year to measure customer experience. So, why have 86% of companies fa…

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Sytel Enables Fully Functioning Contact Center for Teleworkers over the Weekend

By: Erik Linask    3/30/2020

Sytel transitioned a customer's contact center to the cloud starting Friday night and was able to have it up and running by the time business opened M…

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Thrio, TELUS Launch AI-Driven CC360 Customer Engagement Platform

By: Erik Linask    3/30/2020

Thrio and TELUS have introduced Cloud Contact 360, an AI-driven customer engagement solution to meet customers on their terms and deliver fast, effect…

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New Serenova Program Helps Call Centers Quickly Support Remote Agents

By: Laura Stotler    3/26/2020

Serenova's new CxEngage Rapid Response program is designed to help contact centers quickly move to the cloud and support remote agents in response to …

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Contact Center Solution Provider 3CLogic Announces Series B

By: Maurice Nagle    3/26/2020

3CLogic announced a $9 Million Series B financing led by Capitan Investment Partners and True Blue Partners. 3Clogic will leverage the influx of funds…

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Coping with COVID-19 Call Volumes and Overwhelming Challenges

By: Juhi Fadia    3/24/2020

There is no letting up of the spread of COVID-19, as the global pandemic continues to move through the world's largest countries, including the U.S., …

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Above Average: The Art and Science of Contact Center Metrics

By: Juhi Fadia    3/17/2020

Earlier this month, Grand View Research released a major market analysis and report forecasting the global contact center software market will grow to…

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A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center

By: Juhi Fadia    3/17/2020

We asked Sean Erickson, Managing Director at Eventus, a contact center and CX advisory, technology, and managed solutions firm based in Denver, Colora…

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Shopping Cash-Back App Ibotta Chooses NICE for Workforce Management

By: Tracey E. Schelmetic    3/17/2020

Ibotta selected NICE Workforce Management and NICE Employee Engagement Manager in the cloud to offer flexibility and control to their part-time and re…

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NICE Announces CXone@home to Address COVID-19 Concerns, Accelerate Work-from-Home Transition

By: Maurice Nagle    3/16/2020

NICE launched CXone@home today, a limited time offer in direct response to COVID-19. The cloud native solution is aimed at supporting contact centers …

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Data Driven, Customer Defined: Data For The Sake of CX Improvement

By: Special Guest    3/12/2020

The shift we are seeing in is to take this data and associate it with outcomes - measurable business outcomes - that transcend "cost savings." While t…

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Serenova, Lifesize Merge, More to Come?

By: Erik Linask    3/11/2020

CCaaS provider Serenova and video collaboration vendor Lifesize have merged, looking to buuild on the momentum in the UCaaS market.

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Using Workforce Management to Lower Call Center Attrition

By: Tracey E. Schelmetic    3/10/2020

The call center has a dubious distinction in the business world: it's least able to retain employees. In fact, according to a study by Talkdesk, inbou…

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Leveraging the Human Chat-Bot Dynamic in the Call Center

By: Tracey E. Schelmetic    3/9/2020

The idea of automating the contact center isn't a new one. It's been under discussion since the earliest days of automation technologies, starting wit…

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Why Call Recording Quality Monitoring is Essential for Your Call Center

By: Special Guest    3/6/2020

Customer calls to cell-phone companies, banks, airlines, insurers or tech-support contact centers are mostly met with the automated declaration: "This…

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How Workforce Management Can Supplement Call Center Training

By: Tracey E. Schelmetic    3/4/2020

As the way people communicate with their product and service providers shifts, the way call centers need to communicate with customers needs to shift.…

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Study Identifies Media Influence on Negative Perceptions of Casual Employment

By: Tracey E. Schelmetic    3/4/2020

What is "casual employment"? We hear the term in the news a lot. In fact, it's a distinct employment classification under U.S. federal law and the law…

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Recipients of the 2020 CUSTOMER Products of the Year Award Announced

By: CustomerZone360 News    3/4/2020

TMC announced the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine.

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Why Unified Communications Needs to Include Contact Centers

By: Erik Linask    2/28/2020

Smart businesses are unifying their communications and contact center technologies to create more efficient operations and better customer experiences…

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InMoment Acquires MaritzCX to Create Future of Work and CX Powerhouse

By: Erik Linask    2/27/2020

InMoment has acquired MaritzCX to create a CX powerhouse. CMO Kristi Knight is excited about the opportunities the new company has.

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