Visual Engagement Technology: Overcoming an Over-Reliance on AI in Customer Engagement

By: Special Guest    4/1/2019

There's little debate that the emergence of Artificial Intelligence (AI) has captured the hearts and minds of thought leaders, business people, govern…

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How to Succeed with Proactive IVR Campaigns

By: Erik Linask    4/1/2019

While Interactive Voice Response (IVR) systems have been in use for decades and are still a key part of customer service, new technologies including m…

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Noble Systems Making Contact Center Migration to Cloud Easy

By: Erik Linask    3/29/2019

A single code base make transitioning any contact center to the cloud an easy process that doesn't require re-training agents.

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Communication Key to a Successful Performance Management Program

By: Laura Stotler    3/29/2019

Contact center managers need to effectively communicate the scope, goals and demands of performance management programs to their agents and staff memb…

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How electronic visas are changing the way we travel

By: Special Guest    3/27/2019

Electronic visas have been around for quite some time now, but it seems that they boomed in the past few years. More and more countries adopt the elec…

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Desktop Analytics Provide Call Center Management with Real-Time Analysis

By: Tracey E. Schelmetic    3/26/2019

With previous generations of contact center solutions, interpreting the data they generated generally took an analyst or other dedicated full-time per…

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Why Context is Key to a Personalized Customer Experience

By: Erik Linask    3/25/2019

In today's digital age, where just about anything can be accomplished online, customers have taken to self-service options as a first step in problem …

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The Secret to Success for Human-Machine Solutions Lies in Human-Machine Planning

By: Special Guest    3/21/2019

The future of Intelligent Virtual Assistants (IVAs) is unfolding and holds tremendous promise. But, the path to progress has not been without pitfalls…

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Noble Systems Shines at Enterprise Connect

By: Maurice Nagle    3/19/2019

Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capabi…

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Changing the Corporate Culture with Cloud Computing

By: Special Guest    3/19/2019

All organisations have their unique corporate culture that helps it navigate the different organisational functions. Every aspect from decision making…

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Using Caller Intent to Enhance Customer Experience

By: Erik Linask    3/19/2019

We live in a new world of customer expectations, where data and analytics rule the day and companies that are able to more effectively turn customer d…

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Recipients of the 2019 CUSTOMER Products of the Year Award Announced

By: TMC    3/19/2019

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2019 CUST…

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Mavatar Technologies Joins Sharp Electronic To Bring mCart Shop-able Walls To The Masses

By: CustomerZone360 Staff    3/14/2019

Omnichannel commerce company Mavatar joins electronics manufacturer Sharp's Strategic Technology Alliance Resource (STAR). Mavatar will use its flagsh…

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Improvements in the Contact Center Start with Better Listening & WFM Tools

By: Stefania Viscusi    3/12/2019

Here are 3 things call centers should focus on now to start improving how they're listening and reacting to customers to drive quality scores.

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What Is Workforce Management Software and How Can It Help the Call Center?

By: Tracey E. Schelmetic    3/11/2019

Workforce management (WFM) is a collective term for all the processes that a contact center undertakes to ensure it has the right number of representa…

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Why Product Education Is Important When Training Sales People

By: Special Guest    3/11/2019

Sales can be equally challenging and rewarding for your team, but without the proper education on the company's products and services, your team will …

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Five9 Finds Smart Messaging in WEBTEXT

By: Maurice Nagle    3/11/2019

WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Faceboo…

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On Hold No More: Callback and InQueue Self-Service Options

By: Erik Linask    3/11/2019

Waiting on hold can be one of the most frustrating experiences for customers and, even if issues are ultimately resolved, there is often a negative pe…

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KMS vs CMS: What Are the Differences

By: Special Guest    3/6/2019

Every business today must place a great emphasis on constantly searching for an edge. The competition is so fast and broad that one moment's rest can …

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Consider Gamification to Improve Onboarding in the Contact Center

By: Tracey E. Schelmetic    3/6/2019

In the contact center, recruiting and hiring tend to take the lion's share of time and attention. It's easy to forget, therefore, about the importance…

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Preparing for Workforce Management in the Contact Center

By: Tracey E. Schelmetic    3/6/2019

As contact centers are continually under pressure to improve the customer experience while keeping costs under control, one of the best ways to do so …

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Nuance Unveils New Agent AI Contact Center Bundle

By: Maurice Nagle    3/5/2019

Nuance unveiled the arrival of a contact center bundle bringing together artificial intelligence and agents to drive productivity via real-time insigh…

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9 Ways Automation Will Improve Customer Experience

By: Erik Linask    3/4/2019

Customer service is overtaking product and price as the determine factor for which brands customers choose. Customers are looking for four key element…

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Effective Contact Center Operations Begins with Analytics

By: Erik Linask    2/28/2019

Managing contact center performance effectively begins with data. Combining the right data with the right analytics tools ensures everyone has the inf…

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There's a Better Way to Use NPS

By: Maurice Nagle    2/28/2019

As a business, you may know your Net Promoter Score®, but true growth comes from increasing that score. Do you know how to improve your score? Do you …

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Changing the Corporate Culture of Data Mining to Offset Privacy Concerns

By: Laura Stotler    2/27/2019

A more holistic, organization-wide approach to data mining an analytics can offset privacy concerns and better benefit companies.

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Radisys Adds Advanced Speech Recognition to Its MediaEngine Product

By: Tracey E. Schelmetic    2/26/2019

As the world becomes more automated and communications become smarter and more analytical, speech recognition becomes a critical element of communicat…

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CXaaS as the Cloud Takes 0n More and More Contact Center Communications

By: Arti Loftus    2/26/2019

The impact of cloud on contact center operations continues to grow, even as the industry is well into its second decade of leveraging cloud for everyt…

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Eliminating Customer Frustrations with Self-Service Options

By: Erik Linask    2/25/2019

Good self-service options not only solve customers' problems, but they also give customers a sense of accomplishment and reduce the frustration that o…

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Using AI to Deliver Customer Care in a Digital World

By: Erik Linask    2/25/2019

businesses that deliver a high level of digital customer service are seen favorably by customers, making it imperative that companies have solid digit…

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Your Customers Want to Text You More Than They Want to Talk

By: Tracey E. Schelmetic    2/25/2019

Your customers don't particularly like talking to you on the phone. Don't take it personally. Don't get us wrong. They may like you, and like your com…

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Putting Performance Management in Perspective

By: Maurice Nagle    2/22/2019

Workforce management software is a strong way to drive performance in the contact center. In customer service, there's no time to rest on laurels, as …

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NovelVox Unveils Credit Union Unity

By: Maurice Nagle    2/22/2019

This week, NovelVox unveiled the Credit Union Unity portfolio for contact centers. The newly released suite is geared to meet the specific needs - i.e…

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Why Cloud is the Path to Modernizing Your Contact Center

By: Erik Linask    2/20/2019

The need to transform contact centers and meet customers on their terms is precisely why so many mid-market businesses are moving to cloud contact cen…

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5 Ways to Ensure Your Business is One Step Ahead of Your Competitors

By: Special Guest    2/18/2019

The success of all companies involves their ability to stay one step ahead of their competition. By improving your market position, you're more likely…

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How IVR Can Boost Profitability

By: Erik Linask    2/18/2019

Modern IVR is full of capabilities that integrate with other business solutions and processes to make the most of customers' time on the phone - for b…

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How Should Digital Transformation Change Workforce Management?

By: Tracey E. Schelmetic    2/15/2019

If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact ce…

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Workforce Management Feeds Workforce Optimization

By: Tracey E. Schelmetic    2/14/2019

At its core, workforce management is about forecasting. It's about predicting the volume of customer contacts (calls, emails, etc.), using those predi…

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CUSTOMER Magazine Announces Winners of 3rd Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    2/13/2019

TMC announced today the winners of the 2018 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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CUSTOMER Magazine Announces Recipients of the 2018 Customer Experience Innovation Awards

By: CustomerZone360 News    2/12/2019

TMC announced today the winners of 2018 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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Bright Pattern, Paxyl Partner to Proliferate Omnichannel Contact Center Presence

By: Maurice Nagle    2/12/2019

Bright Pattern announced a new partnership with Paxyl Solutions, enabling the new partner to offer mid-market and enterprise customers user-friendly, …

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HIMSS to Serve as Stage for Spok Contact Center Solution Release

By: Maurice Nagle    2/11/2019

Spok Holdings is demonstrating its cloud-native enterprise communications platform that includes a fully integrated healthcare contact center with cli…

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Why Your Small Customer Support Operation Needs Workforce Management

By: Tracey E. Schelmetic    2/7/2019

Workforce management is for huge companies…right? In small contact centers or support centers, the hairy eyeball of the supervisor should be enough to…

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How to Identify and Eliminate the Pain Points across the Customer Journey

By: Special Guest    2/5/2019

Discovering the root cause of a customer experience friction point requires a classification model that incorporates an exhaustive list of that compan…

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Ending Team Silos By Improving Process Flows

By: Bill Yates    2/4/2019

Establishing communications links between software tools, as well as humans, can help prevent dangerous "team silos" from gaining a foothold in your o…

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The New Digital Workforce is Transforming the Workplace

By: Bill Yates    2/4/2019

The implementation of digital workers like AI and automation is transforming the very nature of human work.

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Survey: Sifting Through Security and Compliance Challenges While Striving To Deliver a Great CX

By: Special Guest    2/4/2019

Sift released a new survey tackling issues associated with ensuring innovative communications services that don't compromise privacy regulations or pe…

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Aligning Your Sales and Marketing Strategies for Maximum Results

By: Bill Yates    1/31/2019

Teach your sales and marketing departments to work together, and you'll have more success.

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Artificial Intelligence Is Driving New Virtual Assistant Tools in Customer Support

By: Tracey E. Schelmetic    1/31/2019

Artificial intelligence (AI) has been revolutionary for solutions that support networking, logistics, diagnosis, public safety and manufacturing. AI h…

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Assessing Contact Center Agents for Empathy Skills

By: Tracey E. Schelmetic    1/30/2019

If you run a contact center, you're probably proud of your agent training program. (If you're not, hopefully you're figuring out a way to change it.) …

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