CUSTOMER NEWS
How Intelligent Virtual Assistants Can Transform Telecom
The rise in demand for technologies and services within telecom is presenting new challenges in terms of customer engagement and satisfaction, and wit…
Read MoreBright Pattern Takes Hurtigruten Call Center Remote During COVID-19
For Hurtigruten, a Norwegian-based luxury travel company, the need to maintain excellent customer service levels while keeping its employees safe made…
Read MoreIsraeli Startup Introduces Contact Tracing to Verint COVID-19 Solution Set
AI startup Viziblezone announced a new partnership with Verint, enabling the addition of Viziblezone contact tracing technology as a key piece of Veri…
Read MoreThe Big CX Leap to Cloud: Beyond Contact Center
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…
Read MoreNew Jersey Opens New Unemployment Call Center
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…
Read MoreIn A Trustless World, A New Software Platform and Network Aims to Broker Confidence Between Customers and Brands Leveraging 'Zero Knowledge'
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…
Read MoreWorkforce Management: Creating High-Performing, Cost-Effective Teams Through Adherence On-Demand
Running a contact center is challenging even during the best of times. Constant pressures of juggling high customer expectations, ever-changing techno…
Read MoreChime Solutions Expands Call Center Workforce in Charlotte, North Carolina
Call center services provider Chime Solutions recently announced the addition of 250 more jobs at its call center in University City, North Carolina. …
Read MoreGoing the extra mile as customer service
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 …
Read MoreMore Companies Transition to Work-at-Home Call Center Model
While contact centers are more important than ever in the disruptive COVID-19 era, they're also breeding grounds for disease transmission. Call center…
Read MoreMaryland Opens E-ZPass Center for Limited Customer Support Operations
The Maryland Transportation Authority (MDTA) recently announced that it plans to reopen its E-ZPass customer service centers at its toll facility buil…
Read MoreHow to reach your clients without suffocating them
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…
Read MoreCorporate 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 MoreIs 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 MoreSerenova & 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 MoreChatbots 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 MoreVerint 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 MoreCUSTOMER 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 MoreConnected 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 MoreA 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 MoreNew 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 MoreConversational 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 MoreSetting 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 MoreVonage 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 MoreNICE 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 MoreThe 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 MoreHow 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 MoreMotivate 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 MoreFinancial 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 MoreVerint 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 MoreHow 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 MoreIllinois 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 MoreHow 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 MoreVerint 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 MoreFive 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 MoreFive9, 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 MoreRemote 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 MoreContact 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 MoreHow 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 MoreThe 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 MorePuzzel 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 MoreHow 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 MoreAltitude 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 MoreHow 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 MoreJuniper 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 MoreHow 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 MoreHow 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 MoreCXone@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…
Read More6 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 MoreAFNI 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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