customer

CUSTOMER NEWS

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…

Read More

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…

Read More

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 …

Read More

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…

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

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.

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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.

Read More

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.

Read More

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, …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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.

Read More

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…

Read More

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.

Read More

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…

Read More

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.) …

Read More

Contact Center Serving Solutions to Federal Employees Impacted by Shutdown

By: Maurice Nagle    1/23/2019

The partial government shutdown is impacting many people in many ways, but Eli Lily and Company is doing what it can to make sure diabetics are receiv…

Read More

Is There a Place for Emojis in the Contact Center?

By: Tracey E. Schelmetic    1/22/2019

Most of us love emojis. Those little digital icons that convey love, happiness, anger, sadness, encouragement or revulsion have become integral to our…

Read More

The 6 Essential Elements of a Professional Invoice

By: Special Guest    1/22/2019

No matter if you're a freelancer or a large company, providing professional invoices is an important part of the accounting and expense tracking proce…

Read More

Second That Emotion: How Feelings Impact Brand Loyalty

By: Cynthia S. Artin    1/21/2019

Recent studies, including this from PWC, show that as popular as digital assistants and chatbots have become, human beings still appreciate the abilit…

Read More

Zappix Announces Amazon Alexa Integration

By: Maurice Nagle    1/17/2019

Zappix announced integration with Amazon Alexa to elevate the customer experience. Unveiled at NRF's BIG Show this week, the new integration will be a…

Read More

Incessant Tech: Redefining the Future of Work with Digital Automation Strategies

By: Erik Linask    1/9/2019

As businesses continue to undergo their digital transformation projects, many of them are looking to automation as part of the answer. Hear more at Fu…

Read More

There a CRM for Shopify? Yes, Here Are its Best Features

By: Special Guest    1/9/2019

Shopify has quickly become one of the top players in the ecommerce space with a user-friendly interface for e-tailers around the world. A major factor…

Read More

Kronos Notes Importance of AI, ML

By: Paula Bernier    1/9/2019

The Workforce Institute at Kronos in its 2019 predictions notes that artificial intelligence and machine learning are among the key trends impacting w…

Read More

Wounded Warrior Project Picks Talkdesk

By: Maurice Nagle    1/8/2019

Wounded Warrior Project (WWP) announced the selection of Talkdesk's enterprise contact center platform to support the WWP's warrior Resource Center in…

Read More

Speech Analytics, WFO Make Contact Centers Smarter

By: Paula Bernier    1/8/2019

Contact centers are becoming more sophisticated in their ability to analyze and act on customer behavior. Speech analytics and workforce optimization …

Read More

Thirty Tech Trends from Wikibrands and Thirty CX Intersections

By: Special Guest    1/7/2019

Sean Moffit, managing director @wikibrands, last year published this infographic of what he sees as "The 30 Technologies of the Next Decade." Robert B…

Read More

Thirty Tech Trends from Wikibrands and Thirty CX Intersections

By: Special Guest    1/7/2019

Sean Moffit, managing director @wikibrands, last year published this infographic of what he sees as "The 30 Technologies of the Next Decade." Robert B…

Read More

Advanced WFM Software is Worth the Investment

By: Paula Bernier    1/4/2019

Advanced WFM software can create great new efficiencies that lower costs, free people from repetitive work, allow them to focus on more important thin…

Read More

Vector Capital to Acquire Aspect Software

By: Maurice Nagle    1/3/2019

Workforce optimization market leader Aspect Software announced a definitive merger agreement to be purchased by Vector Capital. The deal involves $100…

Read More

More Intelligent, More Intuitive, More Adaptive: Contact Center Software for A New Year

By: Cynthia S. Artin    1/2/2019

Heading into 2019, year-end trendspotting is surfacing predictions for the future of nearly every form of technology, and after years of software disr…

Read More

Are Password Laws the Solution to Combatting Growing Fraud? Or Should We Be Doing More?

By: Special Guest    12/27/2018

To say that identity theft and fraud is a major issue is an understatement. In fact, odds are you or someone you know is one of the record 16.7 millio…

Read More