Verint Solutions 'Magical'

By: Maurice Nagle    6/27/2019

This week, Verint was the only vendor to be recognized in two 2019 Gartner Magic Quadrants. Specifically, the customer engagement company earned accol…

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Reducing Stress in the Call Center is Good for Business

By: Tracey E. Schelmetic    6/27/2019

If you made a list of the top 10 most stressful jobs, there's a good chance that call center agent would land on it somewhere, alongside "emergency ro…

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Innovative Ways to Make Visual IVR Work For You

By: Erik Linask    6/24/2019

Visual IVR merges IVR with digital technology, bringing it to smartphone and other digital device screens to give customers a user-friendly and easy-t…

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County Council Selects Verint to Improve Engagement

By: Maurice Nagle    6/20/2019

The Hertfordshire County Council recently announced the selection of Verint's government and public sector portfolio, making the management of governm…

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DVSAnalytics Announces Salesforce Integration

By: Maurice Nagle    6/18/2019

DVSAnalytics announced an advanced Salesforce integration for the Encore Workforce Optimization (WFO). The quality management and WFO firm is engineer…

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Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers

By: Erik Linask    6/18/2019

Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.

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Tips for the 'Nesting' Stage of Call Center Agents

By: Tracey E. Schelmetic    6/18/2019

What is "nesting?" Nesting, sometimes known as the transition stage, is the point at which new call center hires are finished with their classroom tra…

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Creating Custom IVR Applications for Your Contact Center

By: Erik Linask    6/17/2019

When most people think "IVR," they think of the basic inbound IVR systems that, frankly, don't do the modern IVR justice. Today's IVR systems can do m…

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Finance Industry Banking on AI to Improve the Customer Experience

By: Laura Stotler    6/13/2019

The use of AI and automation is on the rise in the banking, financial services and insurance sectors. Financial customer service is an ideal fit for a…

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Motivation and Rewards Are Essential to a High Functioning Workforce

By: Tracey E. Schelmetic    6/13/2019

While there are many moving parts to properly managing a workforce, it's the soft skills - the ability to understand and motivate people - that often …

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CallCabinet, Call Journey Unveil Contact Center Solution

By: Maurice Nagle    6/12/2019

CallCabinet announced a new partnership with Call Journey to introduce conversation analytics to an already robust call recording solution.

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Trends that will Improve the Customer Service Experience in 2020

By: Special Guest    6/12/2019

Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…

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Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?

By: Shrey Fadia    6/11/2019

Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center…

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Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19

By: Special Guest    6/11/2019

Even as companies in the contact center and "CX" industry continue to push self-service, chatbots, social messaging apps and "automation" that enable …

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Increasing Contact Center Efficiency While Reducing Costs

By: Erik Linask    6/10/2019

Modern contact center technologies allow customer service teams to operate much more efficiently to reduce cost per interaction, increase customer sat…

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What is Workforce Management and Why Do I Need it in 2019?

By: Stefania Viscusi    6/7/2019

As older workforce retires and makes way for younger Millennials and Gen Y, even the style in which workforces are being managed is shifting. All of t…

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Business Tips Every Beginner Must Know

By: Special Guest    6/7/2019

There's no doubt that running a business takes a lot of time and effort. For someone who has just begun in this field, it's important that you have a …

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New Growth and New Customers for 8x8 Contact Center

By: Tracey E. Schelmetic    6/6/2019

The goal of a cloud-based contact center solution should be to enable an optimal customer experience by matching each customer with the best agent, re…

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Can Software Truly Improve Performance and Outcomes for Large Contact Center BPOs?

By: Shrey Fadia    6/6/2019

High turnover translates into high costs for recruiting and training, diminished employee productivity, and low morale among the very people who are i…

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Using Analytics to Improve Workforce Management

By: Laura Stotler    6/6/2019

Most businesses collect and store huge amounts of data as a routine course of action. But often that data sits unanalyzed. A proper WFM solution can p…

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Getting to Know Your Customers: How IVR Helps Make Surveys Fast and Effective

By: Erik Linask    6/3/2019

How much do you know about your customers, their experiences, and their needs? The fact is, the more you know, the more you are able to adapt your ent…

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Monet Solution Makes Club Med Contact Center Scheduling a Day at the Beach

By: Laura Stotler    5/31/2019

Club Med's use of spreadsheets to schedule its contact center agents and forecast customer service demand levels was outdated and unreliable. The comp…

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Workforce Management Today: Overseeing Multi-generational Employees

By: Stefania Viscusi    5/31/2019

Today's workplace is more diverse than ever before. As Baby Boomers transition out of their roles and Gen Y enters, the age range of workers is expans…

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Promero, BrightPattern Partner to Provide Omnichannel

By: Maurice Nagle    5/30/2019

BrightPattern and Promero unveiled a new partnership, which brings together a midsize and enterprise contact center software provider and a CX firm wi…

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Are You Leveraging Your Greatest Asset for Advocacy?

By: Erik Linask    5/28/2019

When it comes to customer engagement, there's no better resource than your brand advocates. With so many buying options, advocacy carries more weight …

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Why Call Centers Need WFM

By: Stefania Viscusi    5/22/2019

Call centers have become a key focus for businesses when it comes to growth and brand loyalty. Once viewed simply as "cost centers," or a place to man…

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In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics

By: Arti Loftus    5/21/2019

All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.

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Preventing Customer and Agent Turnover Is Your Best Workforce Management Strategy

By: Tracey E. Schelmetic    5/21/2019

In the contact center, managers spend a great deal of time preventing turnover. Customer turnover, since it costs far more to acquire a new customer t…

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TechnologyOne Turns to Cloud Communications

By: Maurice Nagle    5/20/2019

Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…

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Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?

By: Arti Loftus    5/20/2019

Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…

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Making Your Entire Organization Part of the Unified Customer Experience

By: Erik Linask    5/20/2019

In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…

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Verint Unveils WFM Industry First

By: Maurice Nagle    5/17/2019

Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …

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Appian Intelligent Contact Center Sees Twilio Addition

By: Maurice Nagle    5/16/2019

Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…

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Reversing the Call Center Turnover Trend

By: Laura Stotler    5/14/2019

Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…

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Is Your Contact Center Ready for Millennials?

By: Erik Linask    5/13/2019

As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…

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Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle    5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…

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Overcoming WFM Implementation Hurdles

By: Maurice Nagle    5/10/2019

The contact center is littered with obstacles. Well, allow me to clarify. Without the proper solutions in place the contact center is littered with ob…

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Call Center Agents In No Danger of Being Replaced by AI Anytime Soon

By: Laura Stotler    5/10/2019

AI is often viewed as a threat to human jobs, particularly in the call center. But given its limitations, expense and the fact that callers prefer to …

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TCN, Envision Team Up on Workforce Optimization

By: Maurice Nagle    5/8/2019

TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…

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Will Artificial Intelligence Replace Agents in Your Contact Center?

By: Erik Linask    5/6/2019

Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…

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Verint Adds to VoC Suite

By: Maurice Nagle    5/1/2019

Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…

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Low Customer Churn Doesn't Mean Customers Are Happy

By: Tracey E. Schelmetic    4/30/2019

Providing great customer support is expensive and time-consuming. Many organizations are tempted to cut corners, particularly when their customer chur…

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Combating Burnout in the Call Center

By: Maurice Nagle    4/30/2019

Burnout is not something to take lightly. From time to time we all need to take a "mental health day" or employ practices to combat the drain from out…

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Women Veterans Can Now Text with VA Call Center

By: Erik Linask    4/29/2019

The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…

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8 Reasons to Offer a Callback Service in Your Contact Center

By: Erik Linask    4/29/2019

Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…

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A Hybrid Cloud Approach Practical for Contact Centers

By: Laura Stotler    4/29/2019

Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…

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On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

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Inference Eases Virtual Agent Development and Deployment

By: Maurice Nagle    4/24/2019

Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…

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Help Your Call Center Agents Through 'Worst Case Scenarios'

By: Tracey E. Schelmetic    4/23/2019

Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…

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