CUSTOMER NEWS
How to Manage Holiday Time-Off Requests
A strategy and a bit of planning can help organizations better manage holiday scheduling and staffing.
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AI & NLP on Display in Dialpad Support
Dialpad announced the arrival of Dialpad Support for call centers, an Artificial Intelligence-powered contact center solution bringing together natura…
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Handling Workplace Stress From the Employee's Perspective
There tends to be a lot of advice out there with regard to how to keep an employee happy and keep workplace stress at bay. It often involves incentive…
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How to Assess Contact Center Success
Different organizations may have varying ideas of what makes for a good contact center. But, as in many areas of business, there are widely accepted b…
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The Importance of Great Service to Your Online Customers
Anyone that sells products or services online has to remember that there is a huge amount of competition from rivals. Most people these days make purc…
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Contact Center Update: Catching Up With Noble Systems, Part 1
I was able to catch up with Lee Allum, vice president of marketing at Noble Systems and, in this first installation of our conversation, asked him som…
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How to Expedite Compliant and Customer-Centric Contact Center Implementations
The Dec. 13 online event "How a Teleservices Contact Center Became +60% Faster at Launching New Business Lines" will tell the story of how Performant …
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How Evaluate and Choose a Data Integration Software
In this decade, there has been a surge in demand for valuable data that helps businesses to make profitable business decisions. This has been an impet…
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Canadians Fight Back Against Service Providers as Telecom, Internet and Now TV Services Falter
Canada's federal watchdog for telecom complaints, the Commission for Complaints for Telecom-Television Services, said last month it is prepared to han…
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Amazon, Aspect Announce WFM Integration
Aspect Software announced Aspect workforce management is the newest integration with the Amazon Connect contact center solution. The newly added funct…
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How Call Centers Can Effectively Ring in the Holidays
Increased customer service demands at this time of year call for better forecasting, more flexible schedules, and the creation of action plans trigger…
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Want to Deliver Great CX? Do Some Inner Reflection
Organizations should do their best to vet, train, and generally support employees. And when employees fall short of expectations, businesses should co…
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How to Encourage Conversion Through Visual Engagement
It's no secret that self service is a key initiative for many enterprises. Companies all over the world are investing heavily in innovative user exper…
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How a VPN technology can improve customer service
Factors like hiring the right talent and proper management of resources contribute massively to any company's stability. However, all is in vain if th…
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CX: Why They Want It, How To Do It
Customer experience is a key driver of loyalty, and lots of things - including employee engagement - contribute to building positive CX.
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Gaming Manufacturer Migrates Contact Center to Cloud
Five9 announced a gaming manufacturer decided to move away from its legacy, on-premises contact center solution and selected Five9's scalable cloud co…
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Saving Money When You Shop Online
These days, there are many people that shop online because this provides so many benefits. When you go online to make your purchases, you can look for…
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Talking CRM: A Different Take on Voice of the Customer
Voice-activated technology doesn't just afford us fun tools for our private lives. This technology is playing an increasingly pivotal role in the prof…
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Shyft-ing WFM More in a Mobile Direction
Shyft Technologies announced a successful round of funding for it workforce management app. The series A funding totaled $6.5 million led by Madrona V…
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The Three Keys for Customer Service Going Forward
After decades in the shadows, contact centers are emerging as strategic assets and occasionally, market differentiating capabilities.
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The Three Keys for Customer Service Going Forward
After decades in the shadows, contact centers are emerging as strategic assets and occasionally, market differentiating capabilities.
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Dealing with Small Business Cash Flow Problems
Anyone that runs a small business will know that while this is something that can be hugely rewarding, it can also be rife with challenges. One of the…
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Brands May Like Bots, But Consumers Still Crave Human Contact
Today, Voxpro - powered by TELUS International, a Customer Experience consulting and innovation company, part of Canada-based TELUS International, a g…
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AI, Automation, Chatbots & Personalization
Chatbots and personalization can help businesses deliver content and solution when customers need it. And personalization can enable them to rise abou…
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AI Company Earns Avaya Compliance
SmartAction announced that its solutions are now compliant with a number of Avaya's contact center solutions. The provider of AI-powered virtual agent…
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Monet Goes 'Zen' with WFM Integration
Monet Software announced a new release, an integrated solution with Zendesk. The integrated offering introduces the Zendesk portfolio, and an elevated…
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Using Technology to Help Contact Center Agents Stay Motivated
In this day and age, technology plays a role in nearly everything we do. That holds doubly true at work where we're surrounded by phones, computers, p…
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Pyze Updates Analytics & Engagement Platform
Pyze has rolled out a new release of its AI-powered cross-platform analytics and engagement platform.
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Shedding New Light on Customer Experience
In the "old world" of customer service, live agents reached by toll-free numbers could only handle one conversation at a time. And while self-service …
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AI, Automation & WFM in the Contact Center
How AI, automation, WFM deliver in the contact center.
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Balancing AI and Human Needs on Customer Service Teams
When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with …
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Telarus Extends Aspect Market Reach
Aspect Software announced Telarus as a global Master Agent channel partner. The Telarus network of subagents provides Aspect access to thousands of co…
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WFM Works for Small Contact Centers Too
One of the great things about technology today is that it can allow even a small business to operate like a large one. And that holds true of modern w…
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Amazon Connect Sees WFO Integration
Enterprise Information Management provider, OpenText unveiled the availability of OpenText Qfiniti for Amazon Connect. The self-service, cloud-powered…
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Dynamic Recovery Solutions Deploys Speech Analytics
CallMiner announced Dynamic Recovery Solutions is deploying the CallMiner Coach and Analyze modules to improve operational efficiency and performance.…
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Too Good to Be True, Too Wrong to Go Unreported: Beware This Gift Card Scam
October is National Cybersecurity Awareness Month, topped off by Halloween, and this year some criminal individual or ring is masquerading as Warren P…
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AgilOne CEO Discusses CDPs, AI, Intelligent Amplification
AI-based CDP pioneer Omer Artun of AgilOne talks with The Future of Work Expo organizer Paula Bernier of TMC.
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WFM Delivers Measurable Help Desk & Service Desk Improvements
Workforce management makes life easier for help desk and service desk managers, and can provide measurable improvements for these environments and the…
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Twilio Flex Forging the Future of Contact Center Solutions
Twilio announced that Twilio Flex is now generally available. The fully programmable cloud contact center platform touts a growing ecosystem as well a…
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How to Hire Great Agents & Keep Improving Their Performance
How to hire, prepare, and continue to improve agent performance and contact center outcomes.
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WFM Allows for Variety - The Spice of Life
Workforce management software can allow contact center managers to schedule agents to do a greater variety of tasks. That can serve to keep things mor…
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Connex Captures Extended Access to Verint Customer Engagement Suite
Verint and Connex announced a deepened partnership allowing Connex the ability to provide a further extent of the Verint cloud and on-premises custome…
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Cloud-Based WFM Delivers Broad Benefits
WFM software available through the cloud makes it fast and easy for remote workers to tap into the contact center resources they need to get the job d…
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Windstream Enterprise Introduces Omni-Channel Cloud Contact Center Solution
Windstream Enterprise announced enhancements to its XCaaS service, which is now capable of delivering organizations the ability to connect with custom…
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CCaaS Delivers on Scalability and Simplicity for High-Traffic Call Centers
CCaaS offerings allow businesses to reliably connect their end users to distributed call center locations, as well as manage the system locally throug…
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Talkdesk Raises $100M in B Round
Most contact center solutions deployed today are around 20 years old. And now it's time for them to go the way of the dinosaur. That's the word from T…
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Aspect Software Unveils Via 18.1
Aspect Software announced the arrival of Aspect Via 18.1. The customer engagement platform received a number of enhancements in the newest version inc…
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What Managers Can Learn from Office Space
Bill Lumbergh showed us what not to do. Here are a few tips on what good managers actually do.
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WFO, WFM Can Lower Costs, Increase Value of Contact Centers
So what are workforce optimization, workforce management, and analytics? And what are the benefits of such solutions?
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CUSTOMER Magazine Announces Winners of the 2018 Contact Center Excellence Award
TMC announced the winners of its 13th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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