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…

Read More

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…

Read More

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. …

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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.

Read More

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…

Read More

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.

Read More

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.

Read More

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…

Read More

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, …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 6)

By: Tom Goodmanson    5/12/2020

Calabrio CEO Tom Goodmanson continues his series on how business leaders can learn from the COVID-19 pandemic and build better, stronger workforces.

Read More

Verint Announces 2020 Partner of the Year Award Winners

By: Maurice Nagle    5/12/2020

This week, Verint named NWN Corporation, Avaya and Five9 Partner of the Year award winners. The Customer Engagement Company reserves this recognition …

Read More

Five Ways to Prepare Your Customer Service Team for Enhanced Crisis Response

By: Special Guest    5/11/2020

Whether it's the current coronavirus pandemic, an impending hurricane, earthquake or a wildfire, a top tier contact center will include business conti…

Read More

Five9, Zoom Offer Contact Center Agents Easy Access to Subject Matter Expertise

By: Maurice Nagle    5/8/2020

Five9 announced a new partnership with Zoom, and announce Agent-Expert Consultation. The new solution provides contact center agents access to any Zoo…

Read More

Remote Work Benefits for Customer Service Will Outlast COVID-19

By: Laura Stotler    5/8/2020

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 More

Contact Center Agents Get Personal Assistants with Speakeasy AI Agent Assist

By: Erik Linask    5/8/2020

Speakeasy AI is adding an intelligent assistant feature to its platform to deliver information to agents immediately.

Read More

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Five)

By: Tom Goodmanson    5/5/2020

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 More

The Benefits of Growing a Positive Call Center Culture

By: Tracey E. Schelmetic    5/1/2020

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 More

Puzzel Purchases U-WFM in UK Expansion Plan

By: Stefania Viscusi    5/1/2020

Oslo, Norway-based Puzzel, a CCaaS provider for the European market, has acquired workforce management and optimization software provider U-WFM for an…

Read More

How Customer Service Organizations Can Successfully Implement Teleworking

By: Erik Linask    4/29/2020

Contact centers need the right cloud solutions, as well as the right transition and education strategies, to migrate to teleworking without impacting …

Read More

Altitude Software Says Video is the Rising Star in Customer Experience

By: Erik Linask    4/28/2020

Altitude Software is adding WebRTC-based video to its contact center solution, enabling businesses to take customer experience to new heights.

Read More

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week 4)

By: Tom Goodmanson    4/28/2020

In this installment of Calabrio Corner, Tom Goodmanson talks about strategies for safely returning to office environments.

Read More

Juniper Subsidiary Mist Helps European Transportation Company Manage Workforce

By: Tracey E. Schelmetic    4/24/2020

Analytics coupled with artificial intelligence (AI) has benefited many industries, but few more than transportation logistics. The proper use of big d…

Read More

How to Reduce the Demand on Your Customer Service Telephone Operators

By: Special Guest    4/24/2020

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 More

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Three)

By: Tom Goodmanson    4/21/2020

In his latest COVID-19 update, Calabrio CEO Tom Goodmanson talks about the importance of over-communication during a crisis.

Read More

CXone@home Now Includes Workforce Optimization and Engagement

By: Maurice Nagle    4/20/2020

NICE inContact announced an expansion to the CXone@home package to now include Workforce Optimization (WFO) and engagement capabilities to drive agent…

Read More

6 Ways Artificial Intelligence Works in Augmenting Customer Experience

By: Special Guest    4/17/2020

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 More

AFNI Call Center Under Fire for Allegedly Packing Trainees in Elbow-to-Elbow Amidst COVID-19

By: Laura Stotler    4/16/2020

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…

Read More

Noble Accelerates Contact Center Transition Home

By: Maurice Nagle    4/14/2020

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…

Read More

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week Two)

By: Tom Goodmanson    4/13/2020

Tips from a customer experience CEO on how to keep maintain high levels of customer service during the COVID-19 crisis.

Read More

NorthStar Home Chooses 8x8 for WFH Support During COVID-19

By: Stefania Viscusi    4/10/2020

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…

Read More

TMC Labs Recognizes Winners of 2019 CUSTOMER Innovation Award

By: CustomerZone360 Staff    4/8/2020

TMC Labs recognizes innovators in the Customer Experience space who are helping organizations future-proof their businesses while maximizing customer …

Read More

Airship Enabling High-Impact Customer Engagement During COVID-19 Pandemic

By: Erik Linask    4/7/2020

Airship is giving its web notification solution to businesses free to manage customer engagement and experiences during the coronavirus crisis.

Read More