CUSTOMER NEWS
The Future of CX: Personalized, Immersive Friendly and Very, Very Smart
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?
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
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
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
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
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
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
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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Visual Engagement Technology: Overcoming an Over-Reliance on AI in Customer Engagement
There's little debate that the emergence of Artificial Intelligence (AI) has captured the hearts and minds of thought leaders, business people, govern…
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How to Succeed with Proactive IVR Campaigns
While Interactive Voice Response (IVR) systems have been in use for decades and are still a key part of customer service, new technologies including m…
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Noble Systems Making Contact Center Migration to Cloud Easy
A single code base make transitioning any contact center to the cloud an easy process that doesn't require re-training agents.
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Communication Key to a Successful Performance Management Program
Contact center managers need to effectively communicate the scope, goals and demands of performance management programs to their agents and staff memb…
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How electronic visas are changing the way we travel
Electronic visas have been around for quite some time now, but it seems that they boomed in the past few years. More and more countries adopt the elec…
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Desktop Analytics Provide Call Center Management with Real-Time Analysis
With previous generations of contact center solutions, interpreting the data they generated generally took an analyst or other dedicated full-time per…
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Why Context is Key to a Personalized Customer Experience
In today's digital age, where just about anything can be accomplished online, customers have taken to self-service options as a first step in problem …
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The Secret to Success for Human-Machine Solutions Lies in Human-Machine Planning
The future of Intelligent Virtual Assistants (IVAs) is unfolding and holds tremendous promise. But, the path to progress has not been without pitfalls…
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Noble Systems Shines at Enterprise Connect
Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capabi…
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Changing the Corporate Culture with Cloud Computing
All organisations have their unique corporate culture that helps it navigate the different organisational functions. Every aspect from decision making…
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Using Caller Intent to Enhance Customer Experience
We live in a new world of customer expectations, where data and analytics rule the day and companies that are able to more effectively turn customer d…
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Recipients of the 2019 CUSTOMER Products of the Year Award Announced
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2019 CUST…
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Mavatar Technologies Joins Sharp Electronic To Bring mCart Shop-able Walls To The Masses
Omnichannel commerce company Mavatar joins electronics manufacturer Sharp's Strategic Technology Alliance Resource (STAR). Mavatar will use its flagsh…
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Improvements in the Contact Center Start with Better Listening & WFM Tools
Here are 3 things call centers should focus on now to start improving how they're listening and reacting to customers to drive quality scores.
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What Is Workforce Management Software and How Can It Help the Call Center?
Workforce management (WFM) is a collective term for all the processes that a contact center undertakes to ensure it has the right number of representa…
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Why Product Education Is Important When Training Sales People
Sales can be equally challenging and rewarding for your team, but without the proper education on the company's products and services, your team will …
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Five9 Finds Smart Messaging in WEBTEXT
WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Faceboo…
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On Hold No More: Callback and InQueue Self-Service Options
Waiting on hold can be one of the most frustrating experiences for customers and, even if issues are ultimately resolved, there is often a negative pe…
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KMS vs CMS: What Are the Differences
Every business today must place a great emphasis on constantly searching for an edge. The competition is so fast and broad that one moment's rest can …
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Consider Gamification to Improve Onboarding in the Contact Center
In the contact center, recruiting and hiring tend to take the lion's share of time and attention. It's easy to forget, therefore, about the importance…
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Preparing for Workforce Management in the Contact Center
As contact centers are continually under pressure to improve the customer experience while keeping costs under control, one of the best ways to do so …
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Nuance Unveils New Agent AI Contact Center Bundle
Nuance unveiled the arrival of a contact center bundle bringing together artificial intelligence and agents to drive productivity via real-time insigh…
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9 Ways Automation Will Improve Customer Experience
Customer service is overtaking product and price as the determine factor for which brands customers choose. Customers are looking for four key element…
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Effective Contact Center Operations Begins with Analytics
Managing contact center performance effectively begins with data. Combining the right data with the right analytics tools ensures everyone has the inf…
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There's a Better Way to Use NPS
As a business, you may know your Net Promoter Score®, but true growth comes from increasing that score. Do you know how to improve your score? Do you …
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Changing the Corporate Culture of Data Mining to Offset Privacy Concerns
A more holistic, organization-wide approach to data mining an analytics can offset privacy concerns and better benefit companies.
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Radisys Adds Advanced Speech Recognition to Its MediaEngine Product
As the world becomes more automated and communications become smarter and more analytical, speech recognition becomes a critical element of communicat…
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CXaaS as the Cloud Takes 0n More and More Contact Center Communications
The impact of cloud on contact center operations continues to grow, even as the industry is well into its second decade of leveraging cloud for everyt…
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Eliminating Customer Frustrations with Self-Service Options
Good self-service options not only solve customers' problems, but they also give customers a sense of accomplishment and reduce the frustration that o…
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Using AI to Deliver Customer Care in a Digital World
businesses that deliver a high level of digital customer service are seen favorably by customers, making it imperative that companies have solid digit…
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Your Customers Want to Text You More Than They Want to Talk
Your customers don't particularly like talking to you on the phone. Don't take it personally. Don't get us wrong. They may like you, and like your com…
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Putting Performance Management in Perspective
Workforce management software is a strong way to drive performance in the contact center. In customer service, there's no time to rest on laurels, as …
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NovelVox Unveils Credit Union Unity
This week, NovelVox unveiled the Credit Union Unity portfolio for contact centers. The newly released suite is geared to meet the specific needs - i.e…
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Why Cloud is the Path to Modernizing Your Contact Center
The need to transform contact centers and meet customers on their terms is precisely why so many mid-market businesses are moving to cloud contact cen…
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5 Ways to Ensure Your Business is One Step Ahead of Your Competitors
The success of all companies involves their ability to stay one step ahead of their competition. By improving your market position, you're more likely…
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How IVR Can Boost Profitability
Modern IVR is full of capabilities that integrate with other business solutions and processes to make the most of customers' time on the phone - for b…
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How Should Digital Transformation Change Workforce Management?
If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact ce…
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Workforce Management Feeds Workforce Optimization
At its core, workforce management is about forecasting. It's about predicting the volume of customer contacts (calls, emails, etc.), using those predi…
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CUSTOMER Magazine Announces Winners of 3rd Annual Workforce Optimization Innovation Awards
TMC announced today the winners of the 2018 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
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CUSTOMER Magazine Announces Recipients of the 2018 Customer Experience Innovation Awards
TMC announced today the winners of 2018 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
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Bright Pattern, Paxyl Partner to Proliferate Omnichannel Contact Center Presence
Bright Pattern announced a new partnership with Paxyl Solutions, enabling the new partner to offer mid-market and enterprise customers user-friendly, …
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HIMSS to Serve as Stage for Spok Contact Center Solution Release
Spok Holdings is demonstrating its cloud-native enterprise communications platform that includes a fully integrated healthcare contact center with cli…
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