Entertainment as Engagement for Friendlier, Faster and Fun Conversations

By: Juhi Fadia    8/12/2020

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

By: Maurice Nagle    8/11/2020

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

By: Special Guest    7/29/2020

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

By: Special Guest    7/29/2020

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

By: Juhi Fadia    7/29/2020

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

By: Laura Stotler    7/29/2020

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

By: Special Guest    7/28/2020

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

By: Stefania Viscusi    7/24/2020

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

By: Tracey E. Schelmetic    7/24/2020

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

By: Maurice Nagle    7/16/2020

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

By: CustomerZone360 News    7/16/2020

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

By: Special Guest    7/16/2020

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

By: Maurice Nagle    7/15/2020

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

By: Juhi Fadia    7/14/2020

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

By: Stefania Viscusi    7/10/2020

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

By: Erik Linask    7/8/2020

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

By: Erik Linask    7/7/2020

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

By: Arti Loftus    7/7/2020

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

By: Special Guest    7/7/2020

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

By: Stefania Viscusi    7/2/2020

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

By: Maurice Nagle    6/29/2020

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

By: Juhi Fadia    6/29/2020

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

By: Tracey E. Schelmetic    6/26/2020

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'

By: Arti Loftus    6/24/2020

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

By: Special Guest    6/23/2020

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

By: Tracey E. Schelmetic    6/22/2020

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

By: Special Guest    6/18/2020

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

By: Tracey E. Schelmetic    6/18/2020

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

By: Tracey E. Schelmetic    6/18/2020

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

By: Special Guest    6/16/2020

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

By: Special Guest    6/15/2020

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

By: Special Guest    6/15/2020

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

By: Stefania Viscusi    6/12/2020

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

By: Tracey E. Schelmetic    6/11/2020

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

By: Maurice Nagle    6/9/2020

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

By: CustomerZone360 News    6/9/2020

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

By: Juhi Fadia    6/9/2020

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?

By: Juhi Fadia    6/8/2020

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

By: Stefania Viscusi    6/4/2020

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

By: Special Guest    6/2/2020

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

By: Laura Stotler    6/1/2020

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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Vonage Contact Center Lets Onecom Rapidly Adapt to COVID-19 Teleworking

By: Erik Linask    5/28/2020

Over the past 2-3 months, countless businesses have struggled to maintain operational continuity as they have been forced to rapidly move to teleworki…

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NICE inContact, Zendesk Offer Remote Contact Center Bundle

By: Maurice Nagle    5/27/2020

NICE inContact announced a partnership with Zendesk provide businesses transitioning operations due to the coronavirus pandemic access to the NICE inC…

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The Only Dead Thing in Contact Centers Is Your Approach

By: Special Guest    5/27/2020

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 …

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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 8)

By: Tom Goodmanson    5/26/2020

In this segment of Calabrio Corner, CEO Tom Goodmanson talks about the important ties between local communities and employee well-being, especially as…

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Motivate Remote Employees with Goals, Not Surveillance and Monitoring Software

By: Special Guest    5/21/2020

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…

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Financial Services Organizations Find Compliance with NICE NTR and Teams Integration

By: Maurice Nagle    5/20/2020

NICE announced the integration of the NICE Trading Recording System (NTR) with the Microsoft Teams unified communications solution. In addition to the…

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Verint Announces Teams Integration

By: Maurice Nagle    5/19/2020

Verint announced its new Microsoft Teams recording integration to capture, retain, analyze and retrieve all communications across the Teams platform t…

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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 7)

By: Tom Goodmanson    5/19/2020

Calabrio CEO Tom Goodmanson talks about how businesses can plan ahead for additional disruptions due to COVID-19 even as they start implementing plans…

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Illinois County's Expanded COVID-19 Call Center Fields Thousands of Calls Per Month

By: Tracey E. Schelmetic    5/13/2020

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 …

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