CUSTOMER NEWS
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 …
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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…
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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…
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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…
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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.
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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…
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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…
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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…
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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 …
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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.
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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.
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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…
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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…
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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.
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CXone@home Now Includes Workforce Optimization and Engagement
NICE inContact announced an expansion to the CXone@home package to now include Workforce Optimization (WFO) and engagement capabilities to drive agent…
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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…
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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…
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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…
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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.
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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…
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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 …
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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.
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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…
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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.
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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?
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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…
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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-…
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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…
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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…
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4 Fatal CX Measurement Mistakes Every Enterprise Should Avoid
Customer-centric organizations are on track to invest more than $10 billion this year to measure customer experience. So, why have 86% of companies fa…
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Sytel Enables Fully Functioning Contact Center for Teleworkers over the Weekend
Sytel transitioned a customer's contact center to the cloud starting Friday night and was able to have it up and running by the time business opened M…
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Thrio, TELUS Launch AI-Driven CC360 Customer Engagement Platform
Thrio and TELUS have introduced Cloud Contact 360, an AI-driven customer engagement solution to meet customers on their terms and deliver fast, effect…
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New Serenova Program Helps Call Centers Quickly Support Remote Agents
Serenova's new CxEngage Rapid Response program is designed to help contact centers quickly move to the cloud and support remote agents in response to …
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Contact Center Solution Provider 3CLogic Announces Series B
3CLogic announced a $9 Million Series B financing led by Capitan Investment Partners and True Blue Partners. 3Clogic will leverage the influx of funds…
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Coping with COVID-19 Call Volumes and Overwhelming Challenges
There is no letting up of the spread of COVID-19, as the global pandemic continues to move through the world's largest countries, including the U.S., …
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Above Average: The Art and Science of Contact Center Metrics
Earlier this month, Grand View Research released a major market analysis and report forecasting the global contact center software market will grow to…
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A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center
We asked Sean Erickson, Managing Director at Eventus, a contact center and CX advisory, technology, and managed solutions firm based in Denver, Colora…
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Shopping Cash-Back App Ibotta Chooses NICE for Workforce Management
Ibotta selected NICE Workforce Management and NICE Employee Engagement Manager in the cloud to offer flexibility and control to their part-time and re…
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NICE Announces CXone@home to Address COVID-19 Concerns, Accelerate Work-from-Home Transition
NICE launched CXone@home today, a limited time offer in direct response to COVID-19. The cloud native solution is aimed at supporting contact centers …
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Data Driven, Customer Defined: Data For The Sake of CX Improvement
The shift we are seeing in is to take this data and associate it with outcomes - measurable business outcomes - that transcend "cost savings." While t…
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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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