CUSTOMER NEWS
What Managers Can Learn from Office Space
Bill Lumbergh showed us what not to do. Here are a few tips on what good managers actually do.
Read More
WFO, WFM Can Lower Costs, Increase Value of Contact Centers
So what are workforce optimization, workforce management, and analytics? And what are the benefits of such solutions?
Read More
CUSTOMER Magazine Announces Winners of the 2018 Contact Center Excellence Award
TMC announced the winners of its 13th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
Read More
Nest Uses UJET for Customer Service
Nest Labs Inc. has alighted on UJET Inc.'s customer service software.
Read More
Nest Uses UJET for Customer Service
Nest Labs Inc. has alighted on UJET Inc.'s customer service software.
Read More
Avoid These 5 Pitfalls When Using Technology to Deliver a Great B2B Customer ExperienceRobert C. Johnson
When new technologies emerge and generate a lot of buzz, it's tempting to embrace them, but it's important to assess their utility in delivering a gre…
Read More
Five9 Integrates with TetraVX on Enterprise Contact Center Solution
This week, TetraVX announced a new integration with Five9, putting Five9's cloud contact center software into the nVX solution. The comprehensive offe…
Read More
G3, Genesys Power TPS UC Deployment
G3 Comms is outfitting TPS with a unified communications solution as part of a three-year, seven-figure deal.
Read More
4 CRM mistakes that need to be conquered in your business
For some businesses, it's something of a last thought. However, for those that really want to go the extra mile for their customers, investing in a so…
Read More
How to make customers love your next conference stall
They are not going to work for every business out there, but some absolutely rely on the advantages that conferences bring to the table.
Read More
How WFM Messaging Can Drive Engagement, Improvement
WFM messaging is an ideal way to get the word out about campaign efforts, company updates, and training logistics. Contact center managers can use mes…
Read More
Shedding New Light on Next Generation Customer Experiences
There's a new kind of calling for contact center companies, which are continually morphing into customer experience hubs, and one company has integrat…
Read More
Experts Offer AI Best Practices, Forecasts
AI is here today, and there's more to come. Here's what analysts expect in terms of adoption, and what LogMeIn suggests for best AI results.
Read More
What's a Contact Center Solution without WFO?
Twilio announced the acquisition of Ytica, a long time partner and provider of customizable contact center reporting, speech analytics and workforce o…
Read More
Study Highlights Obstacles to Omnichannel
This week, Calabrio announced the results of a new study. "The Danger of Digital: Why digital self-service without true omnichannel strategies risks t…
Read More
Adherence, AI, Integration Key to WFO
There are a few other things businesses should look for in their WFO solutions. Here's a quick rundown of some of them.
Read More
Study Illustrates Problems of Workplace Interruptions, Busy Work
Interruption in the workplace is having a major negative impact on productivity. That's according to new research by Kronos Inc.'s The Workforce Insti…
Read More
Ensuring Quality in Quality Management
In the contact center, each interaction serves as an opportunity. Business can build a reputation for exceptional customer service, or conversely beco…
Read More
Aspect Appoints CEO
Today, Aspect Software unveiled its new leadership, announcing the appointment of Chris Koziol to the role of Chief Executive Officer promoting the 30…
Read More
How to Prevent Call Center Idle Time
There are things that people who oversee contact centers can do to ensure their workers spend more time helping customers and less time sitting idle.
Read More
NewVoiceMedia Showcases Success
NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adop…
Read More
CoreDial Unveils Cloud Contact Center Solution
Today, CoreDial officially unveiled CoreNexa, a hosted contact center platform to provide to channel partners. Easily integrated into current CoreDial…
Read More
[24]7.ai AIVA Get Emotional Intelligence
[24]7.ai has imbued its virtual agent AIVA with emotional intelligence. That means the solution can now detect, acknowledge, and respond to user emoti…
Read More
Monet Launches WFM Integration with Amazon Connect
Monet Software today announced an integrated offering with Amazon Connect, the online giant's cloud-based contact center service.
Read More
Google Duplex Makes AI Assistants Incredibly Lifelike
Artificial intelligence is not perfect. But it's pretty darned good. Just consider the AI assistant Duplex that Google demonstrated in May.
Read More
Ooma, Talkdesk Come Together on Contact Center Solution
Talkdesk and Ooma unveiled a partnership that will bring about the integration of the Talkdesk contact center platform with the Ooma UCaaS solution. T…
Read More
Cloud Contact Center Clear AI Match
Cloud adoption and the fact that contact centers are a rich source of data make them ideal candidates to benefit from AI, suggests Five9 CEO Rowan Tro…
Read More
Crafting Call Center Scheduling with WFM
Workforce management (WFM) software is crucial to creating an environment for success in your call center. Applied appropriately and the results will …
Read More
Quantiphi Integrates Google Cloud's Contact Center AI
Quantiphi Inc. has integrated Google Cloud's Contact Center AI solution with its own offering.
Read More
Proven Techniques to Engage Survey Respondents
Most businesses rely on surveys to gauge the opinions and needs of their customers, and many are finding a decline in survey response rates and low re…
Read More
Conduit Global CCaaS Announcement Emphasizes AI
Artificial intelligence is a hot topic of conversation in the contact center world today. Just take a look at Conduit Global's recent announcement abo…
Read More
CUSTOMER Magazine Announces Winners of the 2018 CRM Excellence Award
TMC announced the winners of their 19th Annual CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
Read More
4 Reasons Your Amazon Affiliate Store Isn't Making Money
If you have an affiliate store with Amazon and you aren't making any money, we understand the frustration. You've put in hours of work building your s…
Read More
How AI & NLP Are Coming Into Play in Consumer, Business Environments
Artificial intelligence and natural language process are delivering fast results for both business and consumer users.
Read More
Randstad Survey Showcases Strengths in Multigenerational Workforce
Randstad US unveiled the results of the quarterly Randstad Workmonitor Q2 2018 report, highlighting that 9 in 10 workers prefer a multigenerational wo…
Read More
Voxai, 128 Technology Share SD-WAN with Cloud Contact Center
SD-WAN provider 128 Technology and Voxai Solutions announced the pairing of optimized network connectivity with the Voxai Solutions vinteract cloud co…
Read More
7 Tips for Outsourcing Your Human Resources Department
When your business starts growing and you need to hire additional talent, this is an exciting time. With more people working in your company, there is…
Read More
Call Recording, QM & Speech Analytics Add Up to Greater Value
Speech analytics can make call recording more useful and quality management more impactful.
Read More
How To Use Clever Campaign Reporting And Preference Centers To Help Your Business Thrive
When running a marketing campaign, it's indeed important to deliver your message the right way. That way, you will not only be sure of a future conver…
Read More
AgilOne Leverages AI, ML to Enhance CDP Solution
AgilOne recently introduced a new feature called 360 Profile for Customer Service to its customer data platform.
Read More
Atlantech Online Adds Atmos to PBX Portfolio
Today, CallCabinet and Atlantech Online announced a partnership, which extends Atlantech Online's call recording capabilities with the addition of Atm…
Read More
Emerging Technology: The Solution to Today's Aging Workforce
It's no secret that industrial industries are being impacted by the aging workforce. In fact, Gartner recently reported this trend as one of the top c…
Read More
Twilio, Google Cloud Contact Center AI Feature Easy Integration
Cloud communications platform provider Twilio announced a partnership with Google Cloud, which will result in the integration of Contact Center AI int…
Read More
KOOKOO for Omnichannel
Ozonetel unveiled KOOKOO Interactive Assistant, the cloud communication provider's omnichannel service widget allows for one-click, VoIP calls with a …
Read More
Unified Experience Call for More than Just Contact Center Agents
The modern contact center is still the lead in a mission to deliver a positive customer experience, but the evolution of communications technology and…
Read More
Why Customer Service Should Matter in Your Life
There are a lot of things out there that matter for businesses, but it's also important to think about what matters for us as consumers. When we go sh…
Read More
Salesforce Einstein Improves Lids Email Marketing Performance
Hat retailer Lids recently adopted Salesforce Einstein to send more personalized communications to a more targeted email list to get better program pe…
Read More
AI & The Future of Work
Businesses have to figure out how The Future of Work fits into their strategies and how they can use advanced technology platforms - including AI and …
Read More
Does Your Credit Card Network Matter?
The news that American Express appears on the verge of overtaking Mastercard in terms of market share isn't the kind of breaking headline that sends m…
Read More
Don't Overlook Desktop Analytics
Monitoring is key in the contact center. Recording conversations, analyzing and digging into the data to develop best practice for agents is vital to …
Read More