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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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.

Read More

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…

Read More

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…

Read More

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…

Read More

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.…

Read More

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 …

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

Entertainment as Engagement for Friendlier, Faster and Fun Conversations

By: Juhi Fadia    8/12/2020

As we evolve from call center to contact center and from contact center to the Customer Experience (CX) hubs in new digital ways, innovation is bloomi…

Read More

CallMiner, Intradiem Announce Partnership

By: Maurice Nagle    8/11/2020

Intradiem and CallMiner announced a partnership to bring together leading contact center technologies to enhance customer satisfaction and agent quali…

Read More

How COVID-19 Had a Big Influence in Sales in Certain Sectors

By: Special Guest    7/29/2020

For everyone working in customer service, the last few months have been anything but the ordinary. Pretty much every company has seen changes, which s…

Read More

The top 3 laptops for a customer service representative

By: Special Guest    7/29/2020

Our choice of the latest laptop models from top brands will help you find the best laptop for your customer service agency. Selection of the best l…

Read More

Catch Customer Sentiment from Smart Product Data Analysis Before Ratings Drop

By: Juhi Fadia    7/29/2020

An Israeli-US company, Copilot, this week announced it has launched a new CX Trend system that can detect potential drops in customer satisfaction rat…

Read More

New NICE Offering Uses AI to Provide Real-Time Guidance for Customer Service Agents

By: Laura Stotler    7/29/2020

NICE has announced its new Real-Time Interaction Guidance solution, powered by its ENLIGHTEN AI platform. The offering provides real-time interaction …

Read More

What Customers Really Want: Everything You Should Know About Customer Experience Mapping

By: Special Guest    7/28/2020

How do you know what they really want at different stages of their journeys with your brand and how do you create a frictionless customer experience (…

Read More

eGain Automates Customer Engagement for Financial Services Giant

By: Stefania Viscusi    7/24/2020

Customer engagement solutions provider eGain has helped a large U.S. financial services client to enhance its customer experience through new digital …

Read More

Brazilian Call Center Workers, Deemed "Essential," Fear COVID Infection

By: Tracey E. Schelmetic    7/24/2020

Today, Brazil has one of the highest COVID-19 infection rates in the world. This has left many workers in the call center industry feeling vulnerable.

Read More

Aspect Unleashes Aspect Workforce Optimization Version 20

By: Maurice Nagle    7/16/2020

Touting a redesigned and enhanced workforce mobile user interface, more rapid and user friendly access to performance reporting and public cloud integ…

Read More

CUSTOMER Magazine Announces Winners of the 2020 Contact Center Technology Award

By: CustomerZone360 News    7/16/2020

TMC announced the winners of the 15th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

Read More

Why We Need to Stop Saying the Call Center Is Dead

By: Special Guest    7/16/2020

We have long heard the death of the call center is near, but are these claims actually valid? No. This lazy trope, while peddled as "forward-thinking,…

Read More

DMG Report Celebrates The Customer Engagement Company

By: Maurice Nagle    7/15/2020

DMG Consulting LLC's 2020/2021 Intelligent Virtual Agent Product and Market Report put a spotlight on Verint, as The Customer Engagement Company earne…

Read More

As Businesses Continue to Adapt to the Global Pandemic, Cloud CRM Security More Important Than Ever

By: Juhi Fadia    7/14/2020

Last month, Pega released results of a survey that revealed most businesses overestimated their digital readiness to adapt to the COVID-19 health and …

Read More

Conn3ct Buys IVR Tech Company ICR

By: Stefania Viscusi    7/10/2020

In a move to further improve interaction will callers, Conn3ct, a UK-based communications solutions provider, has announced the acquisition of ICR Spe…

Read More

CoreDial Makes Contact Center Management Easier with New WFM Capabilities

By: Erik Linask    7/8/2020

CoreDial has added WFM features to its CoreNexa Contact Center suite to give managers better control over workforce scheduling and adherence.

Read More

As eCommerce Thrives, Digital Innovation is a CX Must

By: Erik Linask    7/7/2020

Consumers have been tolerant during the COVID-19 pandemic, but as they continue to shop online, CX will become increasingly more important.

Read More

Security, Identity, Efficiency and Quality Control Will Scale Successful W@H CX Platforms

By: Arti Loftus    7/7/2020

It has been a challenging four months in the contact center and CX industry, with news coming out every day on the successes and failures to control t…

Read More

How Intelligent Virtual Assistants Can Transform Telecom

By: Special Guest    7/7/2020

The rise in demand for technologies and services within telecom is presenting new challenges in terms of customer engagement and satisfaction, and wit…

Read More

Bright Pattern Takes Hurtigruten Call Center Remote During COVID-19

By: Stefania Viscusi    7/2/2020

For Hurtigruten, a Norwegian-based luxury travel company, the need to maintain excellent customer service levels while keeping its employees safe made…

Read More

Israeli Startup Introduces Contact Tracing to Verint COVID-19 Solution Set

By: Maurice Nagle    6/29/2020

AI startup Viziblezone announced a new partnership with Verint, enabling the addition of Viziblezone contact tracing technology as a key piece of Veri…

Read More

The Big CX Leap to Cloud: Beyond Contact Center

By: Juhi Fadia    6/29/2020

With a surge in contact center activity, in large part being created by the pandemic, agility and the ability to ramp up and ramp down resources and s…

Read More

New Jersey Opens New Unemployment Call Center

By: Tracey E. Schelmetic    6/26/2020

While call centers across the country have seen a spike in demand - or at least a change in the way customers are reaching out - few are seeing as muc…

Read More