CUSTOMER NEWS
First Insight Enhances VoC Analytics Platform
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
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
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
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
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
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
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
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
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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Entertainment as Engagement for Friendlier, Faster and Fun Conversations
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…
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CallMiner, Intradiem Announce Partnership
Intradiem and CallMiner announced a partnership to bring together leading contact center technologies to enhance customer satisfaction and agent quali…
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How COVID-19 Had a Big Influence in Sales in Certain Sectors
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…
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The top 3 laptops for a customer service representative
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…
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Catch Customer Sentiment from Smart Product Data Analysis Before Ratings Drop
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…
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New NICE Offering Uses AI to Provide Real-Time Guidance for Customer Service Agents
NICE has announced its new Real-Time Interaction Guidance solution, powered by its ENLIGHTEN AI platform. The offering provides real-time interaction …
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What Customers Really Want: Everything You Should Know About Customer Experience Mapping
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 (…
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eGain Automates Customer Engagement for Financial Services Giant
Customer engagement solutions provider eGain has helped a large U.S. financial services client to enhance its customer experience through new digital …
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Brazilian Call Center Workers, Deemed "Essential," Fear COVID Infection
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.
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Aspect Unleashes Aspect Workforce Optimization Version 20
Touting a redesigned and enhanced workforce mobile user interface, more rapid and user friendly access to performance reporting and public cloud integ…
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CUSTOMER Magazine Announces Winners of the 2020 Contact Center Technology Award
TMC announced the winners of the 15th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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Why We Need to Stop Saying the Call Center Is Dead
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,…
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DMG Report Celebrates The Customer Engagement Company
DMG Consulting LLC's 2020/2021 Intelligent Virtual Agent Product and Market Report put a spotlight on Verint, as The Customer Engagement Company earne…
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As Businesses Continue to Adapt to the Global Pandemic, Cloud CRM Security More Important Than Ever
Last month, Pega released results of a survey that revealed most businesses overestimated their digital readiness to adapt to the COVID-19 health and …
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Conn3ct Buys IVR Tech Company ICR
In a move to further improve interaction will callers, Conn3ct, a UK-based communications solutions provider, has announced the acquisition of ICR Spe…
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CoreDial Makes Contact Center Management Easier with New WFM Capabilities
CoreDial has added WFM features to its CoreNexa Contact Center suite to give managers better control over workforce scheduling and adherence.
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As eCommerce Thrives, Digital Innovation is a CX Must
Consumers have been tolerant during the COVID-19 pandemic, but as they continue to shop online, CX will become increasingly more important.
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Security, Identity, Efficiency and Quality Control Will Scale Successful W@H CX Platforms
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…
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How Intelligent Virtual Assistants Can Transform Telecom
The rise in demand for technologies and services within telecom is presenting new challenges in terms of customer engagement and satisfaction, and wit…
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Bright Pattern Takes Hurtigruten Call Center Remote During COVID-19
For Hurtigruten, a Norwegian-based luxury travel company, the need to maintain excellent customer service levels while keeping its employees safe made…
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Israeli Startup Introduces Contact Tracing to Verint COVID-19 Solution Set
AI startup Viziblezone announced a new partnership with Verint, enabling the addition of Viziblezone contact tracing technology as a key piece of Veri…
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The Big CX Leap to Cloud: Beyond Contact Center
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…
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New Jersey Opens New Unemployment Call Center
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…
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In A Trustless World, A New Software Platform and Network Aims to Broker Confidence Between Customers and Brands Leveraging 'Zero Knowledge'
At a time when cybersecurity companies are rolling out zero trust offerings, to ensure only those people and machines who are fully authorized and aut…
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Workforce Management: Creating High-Performing, Cost-Effective Teams Through Adherence On-Demand
Running a contact center is challenging even during the best of times. Constant pressures of juggling high customer expectations, ever-changing techno…
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Chime Solutions Expands Call Center Workforce in Charlotte, North Carolina
Call center services provider Chime Solutions recently announced the addition of 250 more jobs at its call center in University City, North Carolina. …
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Going the extra mile as customer service
If you work in customer service, you have to deal with lots of questions and you often have to handle angry customers. But luckily there's also loads …
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More Companies Transition to Work-at-Home Call Center Model
While contact centers are more important than ever in the disruptive COVID-19 era, they're also breeding grounds for disease transmission. Call center…
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Maryland Opens E-ZPass Center for Limited Customer Support Operations
The Maryland Transportation Authority (MDTA) recently announced that it plans to reopen its E-ZPass customer service centers at its toll facility buil…
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How to reach your clients without suffocating them
Growing an ecommerce base means going hard on the public to build a name and to stay on the top of mind of customers, but push a little further and yo…
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Corporate Video Production for Internal and External Communications
Recent technology and people's mindset have changed corporate communication. Previous popular methods have become irrelevant and unattractive. In this…
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Is your business up to the stress test of external forces beyond your control? #BusinessContinuity
Aggressive new product developments and marketing campaigns planned for Q2 have gone up in coronavirus smoke, while business priorities have shifted a…
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Serenova & Fuze Team to Deliver UC & Cloud Contact Center Solutions to the Enterprise
Serenova and Fuze are teaming to help eliminate traditional gaps between contact center and unified communications solutions.
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Chatbots Enhance, Rather Than Replace, Human Call Center Agent Performance
There's a rather cynical cycle with new technology: futurists present a vision of the technology to the media, the media overhypes it, consumers get c…
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Verint WFM Upgraded to Support Safe Transition Back to the Office
Verint unveiled enhancements to its WFM solution, adding new capabilities to meet the needs of the workforce transition back to the office.
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CUSTOMER Magazine Announces Winners of the 2020 CRM Excellence Award
TMC announced the winners of their 21st Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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Connected Field Service Leads To Brilliant Customer Experiences
Customer Experience is one of the most influential factors in stimulating customer loyalty and retention. Market research studies reveal that it costs…
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A Tale of Two CRM Architectures: Do you start or finish with your business processes?
Data about customers' behaviors, collected through a range of channels, can play a pivotal role in teams understanding customer intent and sentiment, …
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New Mexico Call Center Shutters Amid Pandemic
News of layoffs and businesses closing their doors due to the Coronavirus pandemic that continues to sweep the nation is not new. However, one industr…
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Conversational Analytics - The Secret to Exceptional First Call Resolution & Outstanding Customer Experiences
Jack Ma, founder of Alibaba once advised,?"Forget about your competitors, just focus on your customers".?As the statistics highlight dissatisfied cust…
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Setting Work and Home Life Boundaries to Avoid Employee Burnout
Millions of workers have been forced to work remotely to combat the effects of COVID-19. Remote work has many benefits, but can also easily lead to em…
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