CUSTOMER NEWS
How Customer Service Can Get Onboard with Digital Transformation
For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…
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How Customer Service Can Get Onboard with Digital Transformation
For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…
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How Workforce Management Delivers Better Outcomes
Workforce management systems make the life of the call center manager far easier, and can add up to happier agents and more satisfied customers.
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Really Simple Systems Enables 'Explicit Consent'
Really Simple Systems announced the commencement of the second phase of a three phase plan to deliver a fully compliant solution. With each release, t…
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Wonderful Business Tips for Future Success
Succeeding in the competitive world of modern business is not easy, but there are a few things you can do to help you. For one thing, you need to thin…
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Data Analytics, Workflow Solutions Deliver Better Outcomes
Systems that can analyze data from a variety of angles - and even visualize that data - can go a long way in helping organizations better understand w…
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Computenix Video Call Center Elevates Patient Engagement with WebRTC
Computenix announced the arrival of the Computenix Video Call Center. The agent-assist tool allows patients to connect with healthcare professionals, …
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CUSTOMER Magazine Announces Winners of 2nd Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2017 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
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Good to Great: How QM Helps You on That Journey
Striving to improve by setting goals, making plans, learning, changing based on that new knowledge, and continually striving to get better and stronge…
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Amazon's Ring Adopts Aspect WFM Solution
Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for more than 1,000 …
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Amazon's Ring Adopts Aspect WFM Solution
Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for customer service…
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Customer Loyalty Has Changed, Has Your Contact Center?
A large part of building loyalty involves customer service. Countless surveys have pointed to how quickly loyalty erodes following a poor customer ser…
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MyEyeDr Focuses on Vonage
MyEyeDr, a national optometry services provider, has chosen Vonage to provide cloud-based solutions for its 6,000 employees.
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Cisco Reveals Cloud Customer Service Ambitions
Cisco combines mid-market cloud contact center offerings into single solution, aims to address all aspects of the customer journey, and pronounces pla…
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TCN, CallMiner Combine in Contact Center Solution
This week, TCN and CallMiner unveiled an integration partnership putting the power of CallMiner Eureka within TCN's cloud contact center solution, Pla…
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Serenova Adds to Senior Leadership
CCaaS and WFO provider Serenova named a couple new members to its leadership team today. David Nelson will serve as Chief Financial Officer (CFO) with…
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WFM Is All That and a Bag of Chips
Workforce management software tracks employee time and attendance. But this simple definition of WFM may be deceiving, as WFM solutions do so much mor…
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What Are the Causes of Call Center Attrition?
Call centers spend a lot of time and money on the rotating flux of new hires. Stress overloads and low salaries contribute to high attrition. Last yea…
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Don't Put Customer Experience on the Backburner
Instead of working to deliver great - or at least good - customer experiences, many businesses today simply outsource customer service, or focus on cu…
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Enhancing the Contact Center One Step at a Time
In a world that is consistently evolving, management is always looking for tools to enhance business and employee productivity. Customer service is ke…
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Are College Students a Good Fit for Your Call Center?
The hiring process is an important one, especially in the contact center. Some people simply are not a good fit for the environment, or the role for t…
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Aspect Software Recognizes the Real Customer Service Gems
Aspect Software announced the GEM (Going the Extra Mile) Award geared toward rewarding exceptional customer service agents who over exceed on expectat…
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Aspect Garners Contact Center Scheduling Patent
Aspect Software garnered a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based digit…
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How to Enable Group Judgment
Groupthink is a dirty word. It suggests that decision by committee tends to encourage conformity, and discourage creativity and individual accountabil…
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Reinventing the Contact Center
Are human agents still a necessity as bots are replacing the need for a live being, saving time and resources?
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Say it Like You Mean It-Scripting for A Call Center
Positive scripting is the act of creating a scripts and messages around the needs and wants of customers to keep them satisfied; to sell without sound…
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ZaiLab Putting the Cloud into Cloud Contact Center
Security has become an even bigger issue, but not one that's unique to cloud providers, but one that impacts every provider, business, and individual …
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How to Improve Agent Productivity
Businesses are always working to get more value out of their investments. And the biggest investment for call centers and contact centers are people. …
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Verint Announces AI-powered Virtual Assistant
Verint released new customer self-service capabilities that include AI-powered enterprise chatbots and intelligent virtual assistants - riding project…
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Cloud-Based WFM or Bust
An infographic from Monet Software illustrates the convenience, cost savings, and customer service benefits of cloud-based workforce management.
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8x8 X Series Provides Integrated Customer, Collaboration Experiences
8x8's new X Series solution enables organizations to break down the departmental and communication medium barriers that prevent them from delivering a…
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Mavatar CEO Ramps Up Blockchain Conversation
Bob Dylan so succinctly stated, "the times they are a-changin'," describing an era of upheaval and disruption. Today, technology is serving up a heapi…
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Talent Benchmarking Creates the Best Contact Center Agent Profile
The annual attrition rate in the contact center is 29 percent every year with the average agent lasting just over three years. Losing employees is cos…
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VoiceBase AU Addresses Australian Data Protection Acts
This week, VoiceBase unveiled VoiceBase AU. Coming Q2 of this year, the new service will offer an instance of the VoiceBase speech API platform online…
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What's the Deal with Customer Segmentation?
In a highly competitive market, it is critical for a marketer to know who the right person is for sending information about their latest marketing cam…
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What Makes for a Happy Call Center
Working as a call center agent isn't easy. It can get repetitive, callers can be cranky, and sitting at a terminal all day can get uncomfortable. But,…
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Vonage Unveils Initial 'Building Blocks'
This week, Vonage announced the arrival of real-time sentiment analysis and skills-based communications routing technologies to its repertoire. A prod…
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How One Company Mastered Omnichannel Consumer Care
To maintain a strong connection with consumers through active engagement and service, Dorel Juvenile added various communication channels to its overa…
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Winning Factors for B2B Customer Experiences - Speed, Personalization and Specialization
No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to …
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Contact Center Solutions Week in Review: Aspect, NICE, Ozonetel & More
Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in…
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Aspect Introduces AI Assistant Suite
This week, at the annual HIMSS (Healthcare Information and Management Systems Society) conference, Aspect Software unveiled the Aspect AI Assistant Su…
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Let Customers Know You Feel Their Pain
Anybody who's ever dealt with a crabby teenager knows the value of choosing their words carefully. This same advice is handy when attending to an unha…
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Ozonetel Unveils AI-driven Contact Center Solutions
Yesterday, Indian-based Ozonetel announced the arrival of its AI driven contact center solution, unveiling three modules for the contact center and sh…
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Monet Highlights Benefits of Cloud-Based Contact Center WFM
Check out Monet Software's new white paper. It explores the differences between cloud, premises-based, and hosted models as they relate to contact cen…
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Robotic Process Automation Makes Compliance 'NICE'
Today, NICE unveiled enhancements to its robotic process automation platform that promise to provide operational compliance with GDPR.
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Contact Center Solutions Week in Review: Aspect, CallMiner, Kaplan Group & More
Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in…
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Ryan Stewman Reveals Simple Tips for Closing More Sales on Your Initial Call
Ryan is a five-time bestselling author, sales trainer, and entrepreneur. People throughout the industry call Ryan the "hardcore closer." Today, Ryan e…
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What Call Center Agents Can Learn about Getting to Yes
Selling something that doesn't fit a customer's needs or desires is a quick route to bad word of mouth. In the past, it took a while for bad word of m…
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Why It Pays to Treat Part-Timers the Same as Full-Timers
Sometimes it's hard to remember to keep contract, part-time, and remote workers in the loop. But, organizations that do so will find their efforts wel…
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How WFM Enables Cost and Time Savings
Workforce management has many cost-saving and productivity benefits. And WFM solutions that leverage technologies like AI, BI, and CTI can do even mor…
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