CUSTOMER NEWS
Verint Solutions 'Magical'
This week, Verint was the only vendor to be recognized in two 2019 Gartner Magic Quadrants. Specifically, the customer engagement company earned accol…
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Reducing Stress in the Call Center is Good for Business
If you made a list of the top 10 most stressful jobs, there's a good chance that call center agent would land on it somewhere, alongside "emergency ro…
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Innovative Ways to Make Visual IVR Work For You
Visual IVR merges IVR with digital technology, bringing it to smartphone and other digital device screens to give customers a user-friendly and easy-t…
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County Council Selects Verint to Improve Engagement
The Hertfordshire County Council recently announced the selection of Verint's government and public sector portfolio, making the management of governm…
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CUSTOMER Magazine Announces Winners of the 2019 CRM Excellence Award
TMC announced the winners of its 20th Anniversary CRM Excellence Award.
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DVSAnalytics Announces Salesforce Integration
DVSAnalytics announced an advanced Salesforce integration for the Encore Workforce Optimization (WFO). The quality management and WFO firm is engineer…
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Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers
Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.
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Tips for the 'Nesting' Stage of Call Center Agents
What is "nesting?" Nesting, sometimes known as the transition stage, is the point at which new call center hires are finished with their classroom tra…
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Creating Custom IVR Applications for Your Contact Center
When most people think "IVR," they think of the basic inbound IVR systems that, frankly, don't do the modern IVR justice. Today's IVR systems can do m…
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Finance Industry Banking on AI to Improve the Customer Experience
The use of AI and automation is on the rise in the banking, financial services and insurance sectors. Financial customer service is an ideal fit for a…
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Motivation and Rewards Are Essential to a High Functioning Workforce
While there are many moving parts to properly managing a workforce, it's the soft skills - the ability to understand and motivate people - that often …
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CallCabinet, Call Journey Unveil Contact Center Solution
CallCabinet announced a new partnership with Call Journey to introduce conversation analytics to an already robust call recording solution.
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Trends that will Improve the Customer Service Experience in 2020
Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…
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Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?
Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center…
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Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19
Even as companies in the contact center and "CX" industry continue to push self-service, chatbots, social messaging apps and "automation" that enable …
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Increasing Contact Center Efficiency While Reducing Costs
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?
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
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
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?
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
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
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
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
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
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?
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
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
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
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
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?
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
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
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
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
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?
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
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
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
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
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?
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
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
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
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
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
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
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
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
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'
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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