CUSTOMER NEWS
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…
Read More
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…
Read More
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.
Read More
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…
Read More
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.
Read More
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.
Read More
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…
Read More
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, …
Read More
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…
Read More
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…
Read More
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…
Read More
Vonage Contact Center Lets Onecom Rapidly Adapt to COVID-19 Teleworking
Over the past 2-3 months, countless businesses have struggled to maintain operational continuity as they have been forced to rapidly move to teleworki…
Read More
NICE inContact, Zendesk Offer Remote Contact Center Bundle
NICE inContact announced a partnership with Zendesk provide businesses transitioning operations due to the coronavirus pandemic access to the NICE inC…
Read More
The Only Dead Thing in Contact Centers Is Your Approach
Lately, I have been bombarded with this notion of the death of the call center. It's certainly a bold apocalyptic affirmation that seems in tune with …
Read More
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 8)
In this segment of Calabrio Corner, CEO Tom Goodmanson talks about the important ties between local communities and employee well-being, especially as…
Read More
Motivate Remote Employees with Goals, Not Surveillance and Monitoring Software
Productivity in the United States has steadily climbed since the end of the Second World War. We've become more efficient, more agile, and better at d…
Read More
Financial Services Organizations Find Compliance with NICE NTR and Teams Integration
NICE announced the integration of the NICE Trading Recording System (NTR) with the Microsoft Teams unified communications solution. In addition to the…
Read More
Verint Announces Teams Integration
Verint announced its new Microsoft Teams recording integration to capture, retain, analyze and retrieve all communications across the Teams platform t…
Read More
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 7)
Calabrio CEO Tom Goodmanson talks about how businesses can plan ahead for additional disruptions due to COVID-19 even as they start implementing plans…
Read More
Illinois County's Expanded COVID-19 Call Center Fields Thousands of Calls Per Month
Back in mid-March, DuPage County opened a 15-person call center with a dedicated goal of answering the high volume of COVID-19 calls that were coming …
Read More
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 6)
Calabrio CEO Tom Goodmanson continues his series on how business leaders can learn from the COVID-19 pandemic and build better, stronger workforces.
Read More
Verint Announces 2020 Partner of the Year Award Winners
This week, Verint named NWN Corporation, Avaya and Five9 Partner of the Year award winners. The Customer Engagement Company reserves this recognition …
Read More
Five Ways to Prepare Your Customer Service Team for Enhanced Crisis Response
Whether it's the current coronavirus pandemic, an impending hurricane, earthquake or a wildfire, a top tier contact center will include business conti…
Read More
Five9, Zoom Offer Contact Center Agents Easy Access to Subject Matter Expertise
Five9 announced a new partnership with Zoom, and announce Agent-Expert Consultation. The new solution provides contact center agents access to any Zoo…
Read More
Remote Work Benefits for Customer Service Will Outlast COVID-19
The COVID-19 pandemic has forced many companies and call centers to rely on remote work to provide customer service. But the clear benefits of the rem…
Read More
Contact Center Agents Get Personal Assistants with Speakeasy AI Agent Assist
Speakeasy AI is adding an intelligent assistant feature to its platform to deliver information to agents immediately.
Read More
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Five)
Calabrio CEO talks about the ideas his team has implemented during the COVID-19 pandemic that can be taken back into office environments when it's saf…
Read More
The Benefits of Growing a Positive Call Center Culture
Why do some contact centers seem to do so well, and others don't, even if they're both following similar best practices? The answer may be in the call…
Read More
Puzzel Purchases U-WFM in UK Expansion Plan
Oslo, Norway-based Puzzel, a CCaaS provider for the European market, has acquired workforce management and optimization software provider U-WFM for an…
Read More
How Customer Service Organizations Can Successfully Implement Teleworking
Contact centers need the right cloud solutions, as well as the right transition and education strategies, to migrate to teleworking without impacting …
Read More
Altitude Software Says Video is the Rising Star in Customer Experience
Altitude Software is adding WebRTC-based video to its contact center solution, enabling businesses to take customer experience to new heights.
Read More
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week 4)
In this installment of Calabrio Corner, Tom Goodmanson talks about strategies for safely returning to office environments.
Read More
Juniper Subsidiary Mist Helps European Transportation Company Manage Workforce
Analytics coupled with artificial intelligence (AI) has benefited many industries, but few more than transportation logistics. The proper use of big d…
Read More
How to Reduce the Demand on Your Customer Service Telephone Operators
Customer service is one of the most time consuming and therefore expensive functions that your business has to perform. This is especially true when y…
Read More
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Three)
In his latest COVID-19 update, Calabrio CEO Tom Goodmanson talks about the importance of over-communication during a crisis.
Read More
[email protected] Now Includes Workforce Optimization and Engagement
NICE inContact announced an expansion to the [email protected] package to now include Workforce Optimization (WFO) and engagement capabilities to drive agent…
Read More
6 Ways Artificial Intelligence Works in Augmenting Customer Experience
Call centers are the front line of companies, connecting the business with its customers and a critical component in the overall brand image and custo…
Read More
AFNI Call Center Under Fire for Allegedly Packing Trainees in Elbow-to-Elbow Amidst COVID-19
Current and former trainees at the an AFNI call center in Tuscon have complained they were packed elbow-to-elbow as recently as April 1, fearing for t…
Read More
Noble Accelerates Contact Center Transition Home
Noble Systems announced it can deploy Noble Contact Center Remote within 48 hours, assisting businesses with a rapid transition to a work from home en…
Read More
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week Two)
Tips from a customer experience CEO on how to keep maintain high levels of customer service during the COVID-19 crisis.
Read More
NorthStar Home Chooses 8x8 for WFH Support During COVID-19
With the help of 8x8, North Star Home is now allowing employees and contact center staff to stay connected and complete their daily jobs from the safe…
Read More
TMC Labs Recognizes Winners of 2019 CUSTOMER Innovation Award
TMC Labs recognizes innovators in the Customer Experience space who are helping organizations future-proof their businesses while maximizing customer …
Read More
Airship Enabling High-Impact Customer Engagement During COVID-19 Pandemic
Airship is giving its web notification solution to businesses free to manage customer engagement and experiences during the coronavirus crisis.
Read More
UK-based AI Company Introduces CoronaBot to Handle Basic Call Center Queries
The need for effective, timely customer support is always present, but during times of global emergencies, the need becomes even more urgent. Most cal…
Read More
CUSTOMER Magazine Announces Winners of 4th Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2019 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
Read More
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week One)
In the face of an unprecedented teleworking environment due to COVID-19, how can business leaders guide their teams to success in uncertain times?
Read More
Sitel Migrates to Teleworking, Hiring 10,000 New Associates
Contact center outsourcing firm Sitel has transitioned its workforce to remote technologies and is hiring 10,000 new associates during the COVID-19 cr…
Read More
Call Center Agents on the Front Lines in Coronavirus War
Call center agents are increasingly fearful for their health and safety as they are forced by employers to work in crowded buildings during the COVID-…
Read More
US Call Center Workers in Crowded Buildings Terrified of COVID-19 Spread
Call center workers throughout the U.S. are sounding the alarm about being forced to work in crowded buildings with little or no precautions being tak…
Read More
CCaaS Consultant Cloudlinx Joins Edify Channel to Drive Future of Work Initiatives
CCaaS consultant Cloudlinx has joined the Edify channel program to bring its customers an AI-driven contact center solution with unified business comm…
Read More