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CUSTOMER NEWS

Bright Pattern Takes Hurtigruten Call Center Remote During COVID-19

By: Stefania Viscusi    7/2/2020

For Hurtigruten, a Norwegian-based luxury travel company, the need to maintain excellent customer service levels while keeping its employees safe made…

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Israeli Startup Introduces Contact Tracing to Verint COVID-19 Solution Set

By: Maurice Nagle    6/29/2020

AI startup Viziblezone announced a new partnership with Verint, enabling the addition of Viziblezone contact tracing technology as a key piece of Veri…

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The Big CX Leap to Cloud: Beyond Contact Center

By: Juhi Fadia    6/29/2020

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…

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New Jersey Opens New Unemployment Call Center

By: Tracey E. Schelmetic    6/26/2020

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…

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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…

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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…

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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. …

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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 …

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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…

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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…

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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…

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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…

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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…

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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.

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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…

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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.

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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.

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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…

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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, …

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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…

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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…

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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…

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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…

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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…

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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 …

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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…

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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…

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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…

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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…

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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…

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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 …

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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.

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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 …

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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…

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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…

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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…

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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.

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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…

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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…

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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…

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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 …

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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.

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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.

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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…

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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…

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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.

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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…

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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…

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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…

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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…

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