How an Email Virtual Assistant Can Help Handle the Holiday Rush

By: Special Guest    12/2/2020

During the peak holiday shopping season, the backlog of unanswered customer emails can swell quickly. Although most businesses hire a flurry of season…

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Government Contact Centers and COVID-19: Security Challenges During the Pandemic

By: Matthew Vulpis    12/2/2020

When the COVID-19 pandemic originally began, industries all around the globe were affected, as they had to swiftly and efficiently shift their operati…

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Salesforce to Acquire Slack in Biggest Benioff Acquisition to Date

By: Erik Linask    12/1/2020

Salesforce to buy collaboration firm Slack to create integrated CRM-communications platform.

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Smaller is Better in the Contact Center BPO World, Some Experts Say

By: Matthew Vulpis    12/1/2020

For a company new to the contact center outsourcing scene, finding the right BPO partner is easier said than done. When looking for an outsourcing par…

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TouchPoint Accelerates Contact Center Performance Management with Platform Update

By: Stefania Viscusi    11/25/2020

Better collaboration and workforce productivity have long been a challenge for call center managers. Now with remote workforces taking over, workplace…

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Finding a CX BPO Partner in Challenging Times

By: Matthew Vulpis    11/23/2020

While the country prepares for a second wave of the pandemic, many companies are preparing for what may be another shutdown and are taking the necessa…

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Verint Helps Reinvent Teachers Lounge

By: Maurice Nagle    11/20/2020

Verint announced that Newsela is leveraging the Community solution to reach teachers and educators across the country, and empower them with access to…

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Bond Protects Employee Security Outside of the Office

By: Stefania Viscusi    11/18/2020

Bond, a company offering a Personal Security-as-a-Service platform and team of trained Personal Security Agents are focused on delivering a solution f…

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Contact Center Cybersecurity 2021: Access Management More Important Than Ever

By: Juhi Fadia    11/17/2020

Data security and privacy have long been essential to the success of contact centers, and safeguarding information ensures sustainability. Customers o…

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AI-Driven Customer Service Workflow Company Ushur Raises $25 Million

By: Tracey E. Schelmetic    11/16/2020

Many companies today are looking to transform their customer communications to a "digital-first" model for customers who are happy to trade phone call…

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2020 NICE inContact CX Transformation Benchmark Brings AI to Fore

By: Maurice Nagle    11/6/2020

The week, NICE inContact revealed the results of the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, and businesses are investi…

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Verint Wins FinTech Regulatory Compliance Award

By: Tracey E. Schelmetic    11/5/2020

In the banking and financial services sector, there is a seemingly endless list of rules and regulations that govern customer contact. Since these ins…

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How Call Centers Can Thrive by Successfully Managing the Unexpected

By: Special Guest    11/3/2020

Call Centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have been forced to manage th…

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Avaya & Verint Announce New Integration

By: Maurice Nagle    10/30/2020

As Avaya moves to simplify communications and collaboration, it announced a deeper partnership with Verint, integrating Verint Knowledge Management wi…

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Inspiro Picks WorkGenda to Boost Contact Center WFM

By: Stefania Viscusi    10/29/2020

To improve management and optimize its contact center operations, outsourcing specialist Inspiro has announced a partnership with WorkGenda.

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Omni-channel Banking for the Digital Customer

By: Tracey E. Schelmetic    10/29/2020

On Thursday, November 5th, from 12:00 pm to 1:00 pm EST, Panamax will sponsor a webinar event entitled, "Transforming Omni-channel Banking - Digitizat…

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New Era WEM Solutions Must Solve Modern Contact Center Challenges

By: Special Guest    10/27/2020

Contact centers must embrace a new era of customer and agent needs with a workforce engagement management (WEM) software suite designed for the modern…

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CSAT Scores Have You Down? Drive Results Through Relevance

By: Special Guest    10/23/2020

Customer expectations are at an all-time high, and you have one click to be relevant. Meet the digital leaders who have met the heightened demands of …

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Talkdesk Teams with Calldesk for Conversational AI in Contact Centers

By: Stefania Viscusi    10/22/2020

European pioneer in AI-powered voice agents, and Talkdesk, a cloud contact center provider for enterprises, have partnered up to offer businesses acce…

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Concentrix Introduces New Customer Experience Platform

By: Tracey E. Schelmetic    10/20/2020

Concentrix has announced a new product, its Concentrix Experience Platform (XP), a platform for next generation customer experience management. The go…

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NICE inContact Meets Contact Center Agility and Intelligence Needs Head On with Latest Release

By: Erik Linask    10/16/2020

NICE inContact leverages AI and machine learning to deliver new actionable intelligence for better customer engagement.

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Will 2021 Be the Year of Ying and Yang in Contact Centers as AI and Automation Take Hold?

By: Juhi Fadia    10/16/2020

The availability of massive amounts of data is changing how contact centers define and implement their customer experience and engagement strategies u…

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Balto Boasts $10M Series A

By: Maurice Nagle    10/16/2020

This week, Balto, a provider of Al-powered real-time guidance for contact centers, announced the close of its Series A round of funding, with investme…

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How Different Businesses Are Affected By The Pandemic

By: Special Guest    10/14/2020

As soon as the World Health Organization (WHO) declared that the coronavirus outbreak was a pandemic, it became clear that businesses will be affected…

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H&M Using Nuance Virtual Assistants for Live Chat on Google Search & Maps

By: Stefania Viscusi    10/14/2020

Improving customer engagement capabilities has been a critical focus for businesses, especially during COVID-19, with spikes in calls to contact cente…

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How Technology can Dramatically Improve Customer Services in the Banking Industry

By: Special Guest    10/9/2020

Customer experience is a key to success and competitive differentiator not only for banking but across all industries. In this digital era of life, op…

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When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption

By: Juhi Fadia    10/8/2020

Nearly every large enterprise and government agency has a dramatic story about shifting their contact center workforce to a work-from-home (WFH) model…

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Call Center Operations Complicated by Robocalls

By: Tracey E. Schelmetic    10/7/2020

Ever wonder why the volume of automated outbound calls (a/k/a "robocalls") has escalated so fiercely in recent years? One reason is that the technolog…

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Cresta Announces Amazon Connect Integration

By: Maurice Nagle    10/6/2020

Cresta announced the Cresta AI platform integration with Amazon Connect. Amazon Connect users can now access personalized real time coaching via the A…

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How a Software Company has Streamlined National Police Checks in Australia

By: Special Guest    10/6/2020

Every great company is built on the back of great employees. Employers know that and that is why they're keen on hiring the best talents. These are em…

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Leading Your Business to Success, Not Just Survival

By: Special Guest    10/5/2020

The emergence of COVID-19 and its rapid spread around the globe has been nothing short of disastrous for many businesses. Storefronts have closed, wor…

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Contact Center Data on The Rise Huge Opportunities, Huge Challenges

By: Juhi Fadia    9/30/2020

Companies often talk about identifying customer pain points, and Contact Centers present the clearest opportunity to capture this data to serve custom…

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CUSTOMER Magazine Announces Recipients of the 2020 Customer Experience Innovation Awards

By: CustomerZone360 News    9/30/2020

TMC announced today the winners of 2020 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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Zappix & HGS Digital Partner for Better Omnichannel Customer Experiences

By: Stefania Viscusi    9/29/2020

To keep self-service experiences frictionless, Zappix has partnered with Hinduja Global Solutions (HGS) to provide intelligent virtual assistant and p…

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As Data Explodes in Cloud Contact Centers, the Security Spotlight Shifts to Internal Threats and Privileged Access Management

By: Juhi Fadia    9/28/2020

Contact Centers are one of the riskiest areas for enterprises, especially those which have a large customer base and are in highly regulated industrie…

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As Contact Centers Embrace Remote Work, Supervisor's Role Gets Redefined, Refocused

By: Special Guest    9/25/2020

For contact center supervisors, the shift to remote work changed the dynamic of the job. In the WFH COVID era, supervisors must orchestrate an atomize…

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Hawaii Opening New Call Center to Handle Unemployment Claims

By: Laura Stotler    9/23/2020

The state of Hawaii is launching a new call center to deal with an unprecedented number of unemployment calls and claims during the COVID-19 pandemic.…

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Call centers in the personal injury world, a new phenomenon

By: Special Guest    9/23/2020

With personal injury you may think of an accident, injury and lawyers who recover the injuries from victims. You will not immediately think of a call …

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AI Call Center Platform Replicant Closes Series A Funding Round

By: Tracey E. Schelmetic    9/17/2020

Replicant's platform provides virtual customer service agents that can act on behalf of a company. The idea is to skip the need to put people on hold …

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With Unprecedented Challenges, Health Insurance Companies Have New Options to Transform and Save

By: Juhi Fadia    9/14/2020

while the learning curve was steep in many cases, including making the shift to cloud-based agents and managers given work@home requirement, operators…

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Infobip Helping Brands Create More 'Moments' with their Customers

By: Stefania Viscusi    9/10/2020

Communications platform provider Infobip launched "Moments." This new omnichannel customer engagement hub helps brands understand their customers bett…

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First Insight Enhances VoC Analytics Platform

By: Stefania Viscusi    9/8/2020

With First Insight, businesses can meet the needs of their customers using its Voice of Customer Analytics platform. The enterprise-grade digital prod…

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Customer Support Tips For Retailers To Address The COVID-19 Situation

By: Special Guest    9/4/2020

With the increase in the number of COVID-19 cases across the world, there has been a significant impact in the retail industry. People are hesitant to…

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New Phone Scam Has Callers Posing as COVID-19 Contact Tracers

By: Laura Stotler    8/28/2020

A new phone scam spreading throughout the U.S. has callers posing as COVID-19 contact tracers to glean personal and financial information from unsuspe…

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AWS Makes AI for Call Centers Available Through the AWS Partner Network

By: Tracey E. Schelmetic    8/28/2020

AWS CCI has solutions for self-service, live-call analytics and agent assist, and post-call analytics, making it possible for customers to quickly dep…

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DVSAnalytics Intros WFOaaS Offering for Amazon Connect

By: Stefania Viscusi    8/21/2020

Recently, DVSAnalytics introduced Encore Workforce Optimization as a Service (WFOaaS) specifically for Amazon Connect. This enterprise-class solution …

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Spokane Announces Effort to Streamline 911 Call Center Processes

By: Tracey E. Schelmetic    8/20/2020

A joint emergency call center known as the Spokane Regional Emergency Communications (SREC) center is trying to streamline the process by having the c…

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Some of the Best Ideas for an Email Marketing Campaign

By: Special Guest    8/14/2020

Emailing is one of the most effective forms of digital marketing. Many people don't realise this and fail to include it within their marketing strateg…

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7 Sure-shot Ways of Retaining Customers and Improving Customer Satisfaction

By: Special Guest    8/14/2020

The success of any business depends on customer satisfaction. Businesses can succeed only if you know how to satisfy your customers and learn to recti…

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Merseyrail Accelerates Digital Transformation Forward with Kronos

By: Stefania Viscusi    8/13/2020

U.K. rail operator Merseyrail employs 1,200 workers and operates hundreds of daily services at 68 stations throughout Liverpool. To provide its staff …

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