CUSTOMER NEWS
Chasing Elusive Excellence in Customer Service: Why, and How to Get There
Every company claims to be fixated on customer service, and yet data reveals that most brands are doing a terrible job when it comes to treating its c…
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The "Hardcore Closer" Explains How to Close More Sales Without Getting Pushy
Ryan Stewman is a five-time bestselling author, sales trainer, and successful entrepreneur. He is also a regular contributor to Forbes, Entrepreneur, …
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Top Tips for Effortless Call Center Operations-Best Practices For 2018
Implementing best practices for effortless call center operations is vital in 2018 and beyond. Advancement in technology and rise in competition is an…
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Employee Retention Poses Consistent HR Challenge
According to the 2018 SHRM/Globoforce Employee Recognition Report, the top workforce challenge is actually employee retention.
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Showpad Aims to Bridge the Gap Between Sales & Marketing
Sales enablement is a popular software product category these days. Aragon Research has estimated the U.S. sales engagement market is worth $780 milli…
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Aspect Deploys Afiniti for Contact Center Routing
If it feels like a customer service agent truly understands you, technology might be responsible to thank for the match up. This is the case for Aspec…
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Recipients of the 2018 CUSTOMER Products of the Year Award Announced
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2018 CUST…
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Twilio Reportedly Readying Contact Center API Bundle
Rumor has it that Twilio is planning to unveil an API bundle that makes it easier for developers to create contact center solutions. TechCrunch has re…
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Retail Disruptor Mavatar Participates in The Blockchain Event
Last Thursday, the cryptocurrency community gathered in Ft. Lauderdale for The Blockchain Event, a two-day conference collocated alongside ITEXPO desi…
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Monet Software Touts Benefits of Complete WFM/WFO
Cloud-based call recording and workforce management solutions are helping to transform contact centers. Such solutions enable these organizations to m…
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Genesys Brings PureCloud to New Markets
Genesys is expanding the PureCloud solution it first introduced back in 2016. It's extending this cloud-based internet telephony offering in various g…
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RAD-INFO Offers Tips for Sales Success
Selling is increasingly difficult. But, sales people can get customers' attention, forge relationships, and break through the noise. And, at ITEXPO la…
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Upstream Appoints a New SVP, Worldwide Sales
Andy McDonald has been appointed Senior Vice President of Worldwide Sales at Upstream Works. The announcement was made Wednesday, February 14 by the O…
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How Well is Your Omnichannel System Performing?
Businesses are doing what needs to be done to improve customer experience. This includes offering an omnichannel experience as opposed to the old-fash…
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Yorktel, Workfront Discuss the Importance of Workflow
The words automation, collaboration, and digital and unified communications are used a lot in tech and telecom these days. But, what they're really al…
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Focusing on the Value of Chatbots at ITEXPO
Chatbots are rapidly expanding across the business communications landscape, as consumer demand grows for fast and efficient customer service interact…
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Leavitt Offers Tech Companies Marketing Tips
Old marketing tricks no longer work, says Angela Leavitt, founder and chief of Mojo Marketing. That's changing the game for marketing folks at tech co…
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Amadeus: Delivering an Exceptional Customer Experience
The hospitality division of Amadeus delivers next generation business solutions based on open, cloud technology for hospitality organizations and offe…
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Optimizing Customer Feedback in the Workplace
Management must ensure its employees are bringing up surveys as an option and not an obligation.
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A Sentimental Journey: Unified Office and Customer Sentiment Analysis at ITExpo
TCNIQ uses AI and data mining to detect and analyze sentiment and keywords in recorded phone calls.
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It's All Hands on Deck to Drive Successful Upgrades
According to Invesp, customer acquisition cost (CAC) is five times more expensive than retaining an existing customer. In order to offset CAC, it's im…
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Organizations Find the Visually Impaired Can Be a Valuable Call Center Resource
Businesses and organizations looking to outsource call center and email support are finding expert help in an often overlooked place - right here in t…
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Contact Center Solutions Week in Review: Margot, LumenVox, and More
Contact Center Solutions was all about making life easier through artificial intelligence (AI) and it went all the way to wine selection. If you did n…
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So You Want to be A Call Center Agent
If you are considering working as an agent in a call center, there are a few job requirements that every potential candidate needs to consider before …
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DDV a Certified LumenVox Partner
LumenVox and Digital DataVoice (DDV) announced DDV is now a LumenVox Skills Certified Partner.
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How Amazon is Changing Brick-and-Mortar Retail
Amazon Go is a major advancement, as customers don't even need to scan items or even take out a phone. The store's sensors communicate with the Amazon…
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How WFM Helps Call Centers Work Smarter
Twenty percent of contact centers still use spreadsheets for forecasting and scheduling. That's a very inexact and manually-intensive way to handle th…
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Passage.AI Joins NICE inContact DEVone
Passage.AI has joined the NICE inContact DEVone program. The Passage.AI application is integrated with NICE inContact Cxone. This new DEVone member pr…
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Margot Makes Wine Selection Easy
Picking the perfect wine is not always easy. With all the innovation taking place in areas like artificial intelligence (AI), automation and more, put…
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Joe Pulizzi Talks Hot Topics from Content Marketing World 2017
Joe Pulizzi, otherwise known as the godfather of content marketing, is the founder of Content Marketing Institute, a world-leader in education and org…
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Contact Center Solutions Week in Review: Aspect, BBX, and More
Contact Center Solutions saw everything from artificial intelligence to a new cloud contact center solution. There was also the offering of tips on ho…
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How WFO Removes Contact Center Friction
Removing customer friction should be a core goal for businesses in today's day and age. Monet Software's Chuck Ciarlo says workforce optimization solu…
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BBX Introduces Cloud Contact Center Solution
BBX Technologies has come out with a cloud-based contact center solution called Vuesion Sky. This adds to the company's portfolio, which already featu…
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Salesforce, Sabio, eGain Join Avaya AI Effort
Avaya has welcomed three new members to its A.I. Connect initiative. The newcomers are eGain, Sabio, and Salesforce. The companies will contribute the…
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Minimize Customer Churn: Take Personalization to the Next-Level
Consumer appetite for intelligent home technologies is likely to continue its rapid growth, making gifts such as Wi-Fi enabled thermostats the most so…
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Are You a Hugger or Handshaker? The Answer Will Determine Your Sales Success
I greet the people I care about with a hug. It doesn't matter if it is my wife, my friend, my co-worker, or my customer. A hug communicates something …
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Aspect Key Ingredient to Cable Industry Customer Service Success
Reaping the rewards of a cable industry contact center revolution is Aspect Software, as it boasts recent number of cloud workforce optimization custo…
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Discussing the Downside of Callbacks
The benefit of callback solutions is that callers don't have to remain on hold and call centers can offload some of their traffic during peak times. B…
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Three Ways to Encourage Employee Buy-In for the Digital Workplace
There's a good chance your employees aren't nearly as engaged as you think they are. In fact, a whopping 71 percent of employees are not fully engaged…
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Contact Center Solutions Week in Review: Aspect, Avtex, and More
Enhancing the customer experience is the theme for Contact Center Solutions this week. It started with a North American certification and finished str…
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How to Advance Your Brand Through Contact Center Coaching
One thing contact centers will probably want to avoid, however, is simply scoring agents and sharing those scores with that. That's the kind of thing …
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3C Connect Takes Legacy to the Cloud
3CLogic revealed its latest product, 3C Connect, which seamlessly integrates legacy or on-premises telephony and CRM systems. This release is to direc…
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How Speech Analytics Can Stem Churn, Drive Opportunity
Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agent…
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Salesforce CXone Agent Announced
This week, NICE inContact announced the general availability of the NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. With the …
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Avtex Buys QoS Telesys from Genesys
Customer service solution provider Genesys has sold its QoS Telesys contact center consulting business to Avtex. The value of the deal, which was anno…
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Aspect Via Awarded PCI Level 1 Certification in North America
Aspect Software is taking steps to ensure the contact centers leveraging its solutions don't fall victim, and are able to support this heavily regulat…
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Your Digital Marketing Issues Might Be All About Leadership
What should you do if you're not getting the results you want from your marketing efforts? If you're like most businesses, you keep trying to find way…
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What Agents Have to Gain from AI
IBM says AI-powered chat bots and conversational agents can answer up to 80 percent of contact center inquiries. That frees up human agents to address…
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Gig Economy Work Calls for New WFO/WFM Solutions
The proliferation of the smartphone and the app, the rise of the cloud, and the arrival of the digital disruptor have led companies of all stripes to …
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Influencers Have Taken Over Online Video
Influencers have taken the online world by storm, and sponsored influencer content has drawn far more viewers than the content it aimed to promote?
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