CUSTOMER NEWS
Serenova, Lifesize Merge, More to Come?
CCaaS provider Serenova and video collaboration vendor Lifesize have merged, looking to buuild on the momentum in the UCaaS market.
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Using Workforce Management to Lower Call Center Attrition
The call center has a dubious distinction in the business world: it's least able to retain employees. In fact, according to a study by Talkdesk, inbou…
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Leveraging the Human Chat-Bot Dynamic in the Call Center
The idea of automating the contact center isn't a new one. It's been under discussion since the earliest days of automation technologies, starting wit…
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Why Call Recording Quality Monitoring is Essential for Your Call Center
Customer calls to cell-phone companies, banks, airlines, insurers or tech-support contact centers are mostly met with the automated declaration: "This…
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How Workforce Management Can Supplement Call Center Training
As the way people communicate with their product and service providers shifts, the way call centers need to communicate with customers needs to shift.…
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Study Identifies Media Influence on Negative Perceptions of Casual Employment
What is "casual employment"? We hear the term in the news a lot. In fact, it's a distinct employment classification under U.S. federal law and the law…
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Recipients of the 2020 CUSTOMER Products of the Year Award Announced
TMC announced the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine.
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Why Unified Communications Needs to Include Contact Centers
Smart businesses are unifying their communications and contact center technologies to create more efficient operations and better customer experiences…
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InMoment Acquires MaritzCX to Create Future of Work and CX Powerhouse
InMoment has acquired MaritzCX to create a CX powerhouse. CMO Kristi Knight is excited about the opportunities the new company has.
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Contact Center AI Startup Cresta Launches with Workforce Management Solution
Cresta, an AI startup firm focusing on workforce management and productivity increases for contact center workers, has launched with a $21 million fun…
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NICE inContact CXone Recognized for Innovation
Innovation is the forefront of success across industries today. Businesses that innovate are winning the race. NICE inContact and its CXone offering, …
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Spok Boosts Clinical Workflows with New Name & Cloud Platform Upgrades
Spok, a healthcare communications provider based in Springfield, VA, is focused on improving care collaboration for clinical teams as they depend more…
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Hotels Tap Total Connect Now to Deliver Great Experiences and Improve Operational Efficiency
With more competition from challengers like Airbnb and VRBO, and rising expectations from consumers, especially Millennials who live digitally and con…
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Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence
Every mega trend in the CX industry today generates data, whether it is personalization (delivering the preferred experience to every individual custo…
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Future of Work Speaker: The Problem with AI Assistants is They're Not Human Enough
Allison SMith talks AI and IVR and what's keeping the technology from massive uptake.
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ITEXPO Speaker Thrio: Customers Comparing CX Across Markets, Changing the Competitive Dynamic
Customers will be more likely to walk away from companies they do business with more quickly than in the past. My reasoning is consumers don't compare…
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Tips for Fostering an Inclusive, Engaging Call Center Culture
Call center agents must be engaged and motivated on the job to successfully engage customers. Call center managers can boost engagement by fostering a…
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Filling the Gaps in Customer Satisfaction Reality in the Contact Center
There's a huge disconnect in contact centers today. While most of them - better than 90 percent - claim that customer service quality is their number …
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Five Trends Shaping the Future of Customer Support
Few industries are evolving at a faster pace than customer service and support. With an influx of new technologies, contact centers have a wealth of d…
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ORGANO Gets Customer Experiences in Shape with Talkdesk
In regard to delivering quality customer care, nothing is more important than consistent quality and always-on communications. When ORGANO - a growing…
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Aculab Helps IPI Reduce Call Center Identity Verification Time from 38 to 5 Seconds
IPI has partnered with Aculab to deliver an enhanced and more secure customer experience through a voice identity and verification system.
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NICE inContact, Zendesk Pair CCaaS & CRM
NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…
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Superior Customer Service Needs to Be the Norm, Not the Exception
A viral holiday anecdote about excellent customer service at a Chick-fil-A drive-thru should serve as the gold standard for customer engagement, parti…
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Amazon Experienced Some Uncharacteristic Chaos This Holiday Season
While most of us expect Amazon to run like a well-oiled machine during the holiday season - at least from a customer's perspective - even the most org…
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US Real Estate Franchise Moves Contact Center to Cloud with Five9
One US real estate franchise is ensuring it's prepared for the future and making the move to the cloud with Five9. The company announced it was chosen…
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Workforce Management Software Eliminates the Need for Erlang-C
If you manage a call center and you're of a certain age, chances are that you know how to calculate the Erlang-C formula, a mathematical calculation t…
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CUSTOMER Magazine Announces Recipients of the 2019 Customer Experience Innovation Awards
TMC announced today the winners of 2019 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
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7 Convincing Reasons for Outsourcing Your Call Center
You run a successful business, or maybe you've just started. You have a highly ambitious team in place; You have it all figured out. Resources, check.…
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Holiday Tips for the Busy Call Center
The holiday season can be busy and chaotic in the call center, but it's also one of the key times to engage and retain customers. By following a few t…
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Curbing High Turnover in the Call Center
It's no secret that call center work has high turnover rates. The work isn't exactly anyone's dream job, and it's often micro-managed. It's a high-pre…
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A Set of Strategies to Increase Employee Engagement
Employee engagement is critical for all businesses, but it's particularly important for companies with high turnover. The call center industry, which …
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How Casino Software Gives the Player the Best Online Customer Experience
People don't play casino games like they used to. While in years gone by many casino enthusiasts would have had to pay a visit to their favorite casin…
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Diversity Taking Precedence in Today's Workforce
A recent study from ZipRecuriter found that workplace diversity is very important to today's job seekers' when looking for employment. The first annua…
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Noble Named Market Share Leader for Seventh Straight Year
Frost & Sullivan honored Noble Systems with a 2019 Market Share Leadership Award for the North American Outbound Dialing Systems market. This marks th…
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CCaaS Provider Serenova Acquires WFM Technology Platform ProScheduler
Contact center solutions provider Serenova has acquired the technology and hired the team behind the ProScheduler platform from Swedish company Loxyso…
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Verint Upgrades WFM Solution with AI and Automation
Verint Systems has upgraded its Workforce Management (WFM) solution with AI-infused automation and mobility to streamline the forecasting and scheduli…
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The Millennial Generation Needs a Comprehensive Mobile Workforce Strategy
The global workforce is increasingly comprised of millennials and Gen Z workers, making mobility and mobile workforce management a necessity.
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Improvement in Customer Quality Using AI
Surely, most people have noticed by now how technology in total has changed our lives. Even if we don't notice it, it's there and it's made things eas…
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Avaya IX Contact Center with Google Cloud Goes GA
Avaya announced that its Avaya IX Contact Center solutions with Google Cloud Contact Center enhancements are now available for global customers.
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Things to Consider Before Choosing a CRM Solution
Maintaining a comprehensive set of data and insights about customers is a crucial thing to do in today's market. Businesses are turning to data-driven…
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Managing Multiple Data Streams & Platforms In Contact Centers of the Future
One of the unintended consequences of digital transformation within large enterprises and service providers to those enterprises is massive and expone…
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Tijuana Becoming the New Bombay for Call Centers
The growing call center industry in Tijuana Mexico is an attractive option for companies throughout the world looking to save money on outsourcing wit…
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Turning Hold Times into Positive Customer Experiences
here's little more frustrating as a customer than having to wait on hold. What can businesses do to turn hold times into positive experiences for thei…
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The Impact of Poor Customer Experience on Your Bottom Line
Customers are placing a premium on quality service, and will switch brands quickly after a poor experience. The good news is they are also willing to …
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Workforce Insight Buys Key Player in WFM and HCM
Workforce Insight has announced the acquisition of Presence of IT Workforce Management North America, LLC. The merger will allow Workforce Insight to …
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The Value of Older Workers in the Contact Center
While many column inches are regularly devoted to the idea of managing younger workers from the Millennial generation, it's easy to forget that there …
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NovelVox Unveils Enhanced WFM Solution
This week, NovelVox unveiled an enhanced version of Cisco Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache…
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In the Evolving World of CX, the Only Constant is Change
We caught up recently with Milos Djokovic, co-founder and CEO of Eventus Group, based in Denver, Colorado, to learn where he sees CX going over the ne…
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CXone Agent for Salesforce Sees Enhancement
NICE inContact announced improvements to the CXone Agent for Salesforce, empowering omnichannel experiences. The CXone is able to provide a unified in…
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How To Run Your Call Center Smarter
Cloud seems to be the status quo for businesses of all sizes in the modern customer engagement landscape. But what are the real benefits of making you…
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