Advanced WFM Software is Worth the Investment

By: Paula Bernier    1/4/2019

Advanced WFM software can create great new efficiencies that lower costs, free people from repetitive work, allow them to focus on more important thin…

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Vector Capital to Acquire Aspect Software

By: Maurice Nagle    1/3/2019

Workforce optimization market leader Aspect Software announced a definitive merger agreement to be purchased by Vector Capital. The deal involves $100…

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More Intelligent, More Intuitive, More Adaptive: Contact Center Software for A New Year

By: Cynthia S. Artin    1/2/2019

Heading into 2019, year-end trendspotting is surfacing predictions for the future of nearly every form of technology, and after years of software disr…

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Are Password Laws the Solution to Combatting Growing Fraud? Or Should We Be Doing More?

By: Special Guest    12/27/2018

To say that identity theft and fraud is a major issue is an understatement. In fact, odds are you or someone you know is one of the record 16.7 millio…

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Bright Pattern Partners with VION

By: Maurice Nagle    12/27/2018

Bright Pattern announced a new partnership with VION Consulting. VION will be able to better serve contact centers in the Philippines, India, Malaysia…

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AI Can Improve Workforce Management

By: Paula Bernier    12/26/2018

AI is changing how work is done in customer service and contact centers. For example, AI can streamline and improve scheduling in such environments.

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Conversational AI Outfit Pypestream Raises $15M+

By: Paula Bernier    12/18/2018

Conversational enterprise AI company Pypestream has garnered more than $15 million in new funding. Insurance company W.R. Berkley led the round.

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Coaching Helps Organizations Grow Talent

By: Paula Bernier    12/17/2018

This piece discusses the important role of coaching in professional and organizational growth and success.

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AVOXI Announces Successful Round of Financing

By: Maurice Nagle    12/14/2018

CaaS provider AVOXI announced a $10M round of funding from Ballast Point Ventures (BPV). The influx of funds will go toward product development, marke…

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Building Contact Center Solutions for Modern Businesses

By: Erik Linask    12/13/2018

A follow up on my conversation with Noble Systems and how it's handling tech trends to deliver contact center solutions for today's businesses.

Read More Assessment of Customer Service

By: Special Guest    12/13/2018

Custom writing services are a major help for many college students, especially those students that are feeling overwhelmed. Compared to high school, c…

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5 Ways to Boost Your Hiring Process

By: Special Guest    12/12/2018

With today's competitive marketplace, organizations are quickly finding ways to reach the best talent quickly. A lengthy and complicated hiring proces…

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How to Manage Holiday Time-Off Requests

By: Paula Bernier    12/7/2018

A strategy and a bit of planning can help organizations better manage holiday scheduling and staffing.

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AI & NLP on Display in Dialpad Support

By: Maurice Nagle    12/7/2018

Dialpad announced the arrival of Dialpad Support for call centers, an Artificial Intelligence-powered contact center solution bringing together natura…

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Handling Workplace Stress From the Employee's Perspective

By: Special Guest    12/7/2018

There tends to be a lot of advice out there with regard to how to keep an employee happy and keep workplace stress at bay. It often involves incentive…

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How to Assess Contact Center Success

By: Paula Bernier    12/6/2018

Different organizations may have varying ideas of what makes for a good contact center. But, as in many areas of business, there are widely accepted b…

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The Importance of Great Service to Your Online Customers

By: Special Guest    12/6/2018

Anyone that sells products or services online has to remember that there is a huge amount of competition from rivals. Most people these days make purc…

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Contact Center Update: Catching Up With Noble Systems, Part 1

By: Erik Linask    12/5/2018

I was able to catch up with Lee Allum, vice president of marketing at Noble Systems and, in this first installation of our conversation, asked him som…

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How to Expedite Compliant and Customer-Centric Contact Center Implementations

By: Paula Bernier    12/4/2018

The Dec. 13 online event "How a Teleservices Contact Center Became +60% Faster at Launching New Business Lines" will tell the story of how Performant …

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How Evaluate and Choose a Data Integration Software

By: Special Guest    12/4/2018

In this decade, there has been a surge in demand for valuable data that helps businesses to make profitable business decisions. This has been an impet…

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Canadians Fight Back Against Service Providers as Telecom, Internet and Now TV Services Falter

By: Special Guest    12/3/2018

Canada's federal watchdog for telecom complaints, the Commission for Complaints for Telecom-Television Services, said last month it is prepared to han…

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Amazon, Aspect Announce WFM Integration

By: Maurice Nagle    11/30/2018

Aspect Software announced Aspect workforce management is the newest integration with the Amazon Connect contact center solution. The newly added funct…

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How Call Centers Can Effectively Ring in the Holidays

By: Paula Bernier    11/29/2018

Increased customer service demands at this time of year call for better forecasting, more flexible schedules, and the creation of action plans trigger…

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Want to Deliver Great CX? Do Some Inner Reflection

By: Paula Bernier    11/28/2018

Organizations should do their best to vet, train, and generally support employees. And when employees fall short of expectations, businesses should co…

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How to Encourage Conversion Through Visual Engagement

By: Special Guest    11/27/2018

It's no secret that self service is a key initiative for many enterprises. Companies all over the world are investing heavily in innovative user exper…

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How a VPN technology can improve customer service

By: Special Guest    11/27/2018

Factors like hiring the right talent and proper management of resources contribute massively to any company's stability. However, all is in vain if th…

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CX: Why They Want It, How To Do It

By: Paula Bernier    11/27/2018

Customer experience is a key driver of loyalty, and lots of things - including employee engagement - contribute to building positive CX.

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Gaming Manufacturer Migrates Contact Center to Cloud

By: Maurice Nagle    11/26/2018

Five9 announced a gaming manufacturer decided to move away from its legacy, on-premises contact center solution and selected Five9's scalable cloud co…

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Saving Money When You Shop Online

By: Special Guest    11/26/2018

These days, there are many people that shop online because this provides so many benefits. When you go online to make your purchases, you can look for…

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Talking CRM: A Different Take on Voice of the Customer

By: Special Guest    11/21/2018

Voice-activated technology doesn't just afford us fun tools for our private lives. This technology is playing an increasingly pivotal role in the prof…

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Shyft-ing WFM More in a Mobile Direction

By: Maurice Nagle    11/21/2018

Shyft Technologies announced a successful round of funding for it workforce management app. The series A funding totaled $6.5 million led by Madrona V…

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The Three Keys for Customer Service Going Forward

By: Special Guest    11/21/2018

After decades in the shadows, contact centers are emerging as strategic assets and occasionally, market differentiating capabilities.

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The Three Keys for Customer Service Going Forward

By: Special Guest    11/21/2018

After decades in the shadows, contact centers are emerging as strategic assets and occasionally, market differentiating capabilities.

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Dealing with Small Business Cash Flow Problems

By: Special Guest    11/15/2018

Anyone that runs a small business will know that while this is something that can be hugely rewarding, it can also be rife with challenges. One of the…

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Brands May Like Bots, But Consumers Still Crave Human Contact

By: Cynthia S. Artin    11/14/2018

Today, Voxpro - powered by TELUS International, a Customer Experience consulting and innovation company, part of Canada-based TELUS International, a g…

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AI, Automation, Chatbots & Personalization

By: Paula Bernier    11/13/2018

Chatbots and personalization can help businesses deliver content and solution when customers need it. And personalization can enable them to rise abou…

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AI Company Earns Avaya Compliance

By: Maurice Nagle    11/12/2018

SmartAction announced that its solutions are now compliant with a number of Avaya's contact center solutions. The provider of AI-powered virtual agent…

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Monet Goes 'Zen' with WFM Integration

By: Maurice Nagle    11/12/2018

Monet Software announced a new release, an integrated solution with Zendesk. The integrated offering introduces the Zendesk portfolio, and an elevated…

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Using Technology to Help Contact Center Agents Stay Motivated

By: Special Guest    11/9/2018

In this day and age, technology plays a role in nearly everything we do. That holds doubly true at work where we're surrounded by phones, computers, p…

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Pyze Updates Analytics & Engagement Platform

By: Paula Bernier    11/8/2018

Pyze has rolled out a new release of its AI-powered cross-platform analytics and engagement platform.

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Shedding New Light on Customer Experience

By: Cynthia S. Artin    11/6/2018

In the "old world" of customer service, live agents reached by toll-free numbers could only handle one conversation at a time. And while self-service …

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AI, Automation & WFM in the Contact Center

By: Paula Bernier    11/5/2018

How AI, automation, WFM deliver in the contact center.

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Balancing AI and Human Needs on Customer Service Teams

By: Special Guest    11/5/2018

When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with …

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Telarus Extends Aspect Market Reach

By: Maurice Nagle    11/1/2018

Aspect Software announced Telarus as a global Master Agent channel partner. The Telarus network of subagents provides Aspect access to thousands of co…

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WFM Works for Small Contact Centers Too

By: Paula Bernier    10/31/2018

One of the great things about technology today is that it can allow even a small business to operate like a large one. And that holds true of modern w…

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Amazon Connect Sees WFO Integration

By: Maurice Nagle    10/31/2018

Enterprise Information Management provider, OpenText unveiled the availability of OpenText Qfiniti for Amazon Connect. The self-service, cloud-powered…

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Dynamic Recovery Solutions Deploys Speech Analytics

By: Maurice Nagle    10/30/2018

CallMiner announced Dynamic Recovery Solutions is deploying the CallMiner Coach and Analyze modules to improve operational efficiency and performance.…

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Too Good to Be True, Too Wrong to Go Unreported: Beware This Gift Card Scam

By: Cynthia S. Artin    10/29/2018

October is National Cybersecurity Awareness Month, topped off by Halloween, and this year some criminal individual or ring is masquerading as Warren P…

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AgilOne CEO Discusses CDPs, AI, Intelligent Amplification

By: Paula Bernier    10/26/2018

AI-based CDP pioneer Omer Artun of AgilOne talks with The Future of Work Expo organizer Paula Bernier of TMC.

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WFM Delivers Measurable Help Desk & Service Desk Improvements

By: Paula Bernier    10/23/2018

Workforce management makes life easier for help desk and service desk managers, and can provide measurable improvements for these environments and the…

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