CUSTOMER NEWS
Using Analytics to Improve Workforce Management
Most businesses collect and store huge amounts of data as a routine course of action. But often that data sits unanalyzed. A proper WFM solution can p…
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Getting to Know Your Customers: How IVR Helps Make Surveys Fast and Effective
How much do you know about your customers, their experiences, and their needs? The fact is, the more you know, the more you are able to adapt your ent…
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Monet Solution Makes Club Med Contact Center Scheduling a Day at the Beach
Club Med's use of spreadsheets to schedule its contact center agents and forecast customer service demand levels was outdated and unreliable. The comp…
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Workforce Management Today: Overseeing Multi-generational Employees
Today's workplace is more diverse than ever before. As Baby Boomers transition out of their roles and Gen Y enters, the age range of workers is expans…
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Promero, BrightPattern Partner to Provide Omnichannel
BrightPattern and Promero unveiled a new partnership, which brings together a midsize and enterprise contact center software provider and a CX firm wi…
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Are You Leveraging Your Greatest Asset for Advocacy?
When it comes to customer engagement, there's no better resource than your brand advocates. With so many buying options, advocacy carries more weight …
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Why Call Centers Need WFM
Call centers have become a key focus for businesses when it comes to growth and brand loyalty. Once viewed simply as "cost centers," or a place to man…
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In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics
All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.
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Preventing Customer and Agent Turnover Is Your Best Workforce Management Strategy
In the contact center, managers spend a great deal of time preventing turnover. Customer turnover, since it costs far more to acquire a new customer t…
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TechnologyOne Turns to Cloud Communications
Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…
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Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?
Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…
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Making Your Entire Organization Part of the Unified Customer Experience
In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…
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Verint Unveils WFM Industry First
Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …
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Appian Intelligent Contact Center Sees Twilio Addition
Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…
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Reversing the Call Center Turnover Trend
Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…
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Is Your Contact Center Ready for Millennials?
As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…
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Adding Accuracy to the Contact Center: Very NICE
The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…
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Overcoming WFM Implementation Hurdles
The contact center is littered with obstacles. Well, allow me to clarify. Without the proper solutions in place the contact center is littered with ob…
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Call Center Agents In No Danger of Being Replaced by AI Anytime Soon
AI is often viewed as a threat to human jobs, particularly in the call center. But given its limitations, expense and the fact that callers prefer to …
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TCN, Envision Team Up on Workforce Optimization
TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…
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Will Artificial Intelligence Replace Agents in Your Contact Center?
Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…
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Verint Adds to VoC Suite
Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…
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Low Customer Churn Doesn't Mean Customers Are Happy
Providing great customer support is expensive and time-consuming. Many organizations are tempted to cut corners, particularly when their customer chur…
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Combating Burnout in the Call Center
Burnout is not something to take lightly. From time to time we all need to take a "mental health day" or employ practices to combat the drain from out…
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Women Veterans Can Now Text with VA Call Center
The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…
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8 Reasons to Offer a Callback Service in Your Contact Center
Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…
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A Hybrid Cloud Approach Practical for Contact Centers
Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…
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On-Premise vs Cloud-Based: Which System Is Best for You
Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …
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Inference Eases Virtual Agent Development and Deployment
Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…
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Help Your Call Center Agents Through 'Worst Case Scenarios'
Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…
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Why Video Can Differentiate Your Customer Experience
Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…
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A Dynamic and Flexible Approach to Workforce Management in the Contact Center
Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…
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Why You Have to Measure CSAT and How to do it Right
While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs…
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Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?
ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…
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CCaaS on Display at Channel Partners
This week, Channel Partners provided the stage for CoreDial to put omnichanel on display. Demonstrations of the CoreNexa contact center solution will …
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Top 4 Tips to Improve Customer Service Experience
There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions …
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How Advanced Analytics Benefit Workforce Management
Advanced data analytics capabilities built into a modern workforce management solution could identify, for example, that a particular type of call is …
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The Future of CX: Personalized, Immersive Friendly and Very, Very Smart
Customer Experience (CX) is becoming a great priority for Communications Services Providers (CSPs), also known by some as "telcos" and, earlier this m…
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Are You Mapping Customer Journey?
In order to fully understand what motivates customers and to be able to adjust processes, it's important to look at and analyze the entire customer jo…
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How to relate to your customers by educating them about new technologies on the example of VPNs
Marketing approaches have evolved a lot during the last decades becoming more human-centered and empathetic, but also more subtle and sophisticated. T…
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Games in the Contact Center Can Build Cohesion and Make Work Fun
The contact center is a difficult place to work. It's a high-pressure environment, it's noisy, it's busy and sometimes tempers get short. Customers ca…
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Avoid Contact Center Catastrophes with Cloud Technology
Neither contact centers nor the customers they support have to suffer due to the complexities of managing solutions. Increasingly, businesses are movi…
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Workforce Management at Heart of Organizational Transformation
Once upon a time, "workforce management" was as simple as a time clock, and a lot of manual tabulation by a manager. While keeping track of the hours …
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Avaya Furthers Partnership with Nuance to Add AI-based Natural Speech to Self-Service
Self-service is important to the contact center for many reasons. For starters, most people who get in touch with your company WANT to resolve their o…
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Fill Onboarding 'Potholes' to Transform Customer Journeys
In an age of "click and get it done," customers are conditioned to expect business interactions to be simple, speedy and convenient. Applying for a cr…
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Visual Engagement Technology: Overcoming an Over-Reliance on AI in Customer Engagement
There's little debate that the emergence of Artificial Intelligence (AI) has captured the hearts and minds of thought leaders, business people, govern…
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How to Succeed with Proactive IVR Campaigns
While Interactive Voice Response (IVR) systems have been in use for decades and are still a key part of customer service, new technologies including m…
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Noble Systems Making Contact Center Migration to Cloud Easy
A single code base make transitioning any contact center to the cloud an easy process that doesn't require re-training agents.
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Communication Key to a Successful Performance Management Program
Contact center managers need to effectively communicate the scope, goals and demands of performance management programs to their agents and staff memb…
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How electronic visas are changing the way we travel
Electronic visas have been around for quite some time now, but it seems that they boomed in the past few years. More and more countries adopt the elec…
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