CUSTOMER Magazine Announces Recipients of the 2019 Customer Experience Innovation Awards

By: CustomerZone360 News    12/23/2019

TMC announced today the winners of 2019 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

Read More

7 Convincing Reasons for Outsourcing Your Call Center

By: Special Guest    12/23/2019

You run a successful business, or maybe you've just started. You have a highly ambitious team in place; You have it all figured out. Resources, check.…

Read More

Holiday Tips for the Busy Call Center

By: Laura Stotler    12/20/2019

The holiday season can be busy and chaotic in the call center, but it's also one of the key times to engage and retain customers. By following a few t…

Read More

Curbing High Turnover in the Call Center

By: Tracey E. Schelmetic    12/18/2019

It's no secret that call center work has high turnover rates. The work isn't exactly anyone's dream job, and it's often micro-managed. It's a high-pre…

Read More

A Set of Strategies to Increase Employee Engagement

By: Tracey E. Schelmetic    12/13/2019

Employee engagement is critical for all businesses, but it's particularly important for companies with high turnover. The call center industry, which …

Read More

How Casino Software Gives the Player the Best Online Customer Experience

By: Special Guest    12/11/2019

People don't play casino games like they used to. While in years gone by many casino enthusiasts would have had to pay a visit to their favorite casin…

Read More

Diversity Taking Precedence in Today's Workforce

By: Stefania Viscusi    12/5/2019

A recent study from ZipRecuriter found that workplace diversity is very important to today's job seekers' when looking for employment. The first annua…

Read More

Noble Named Market Share Leader for Seventh Straight Year

By: Maurice Nagle    12/4/2019

Frost & Sullivan honored Noble Systems with a 2019 Market Share Leadership Award for the North American Outbound Dialing Systems market. This marks th…

Read More

CCaaS Provider Serenova Acquires WFM Technology Platform ProScheduler

By: Tracey E. Schelmetic    11/27/2019

Contact center solutions provider Serenova has acquired the technology and hired the team behind the ProScheduler platform from Swedish company Loxyso…

Read More

Verint Upgrades WFM Solution with AI and Automation

By: Laura Stotler    11/26/2019

Verint Systems has upgraded its Workforce Management (WFM) solution with AI-infused automation and mobility to streamline the forecasting and scheduli…

Read More

The Millennial Generation Needs a Comprehensive Mobile Workforce Strategy

By: Laura Stotler    11/25/2019

The global workforce is increasingly comprised of millennials and Gen Z workers, making mobility and mobile workforce management a necessity.

Read More

Improvement in Customer Quality Using AI

By: Special Guest    11/22/2019

Surely, most people have noticed by now how technology in total has changed our lives. Even if we don't notice it, it's there and it's made things eas…

Read More

Avaya IX Contact Center with Google Cloud Goes GA

By: Tracey E. Schelmetic    11/22/2019

Avaya announced that its Avaya IX Contact Center solutions with Google Cloud Contact Center enhancements are now available for global customers.

Read More

Things to Consider Before Choosing a CRM Solution

By: Special Guest    11/20/2019

Maintaining a comprehensive set of data and insights about customers is a crucial thing to do in today's market. Businesses are turning to data-driven…

Read More

Managing Multiple Data Streams & Platforms In Contact Centers of the Future

By: Juhi Fadia    11/14/2019

One of the unintended consequences of digital transformation within large enterprises and service providers to those enterprises is massive and expone…

Read More

Tijuana Becoming the New Bombay for Call Centers

By: Laura Stotler    11/13/2019

The growing call center industry in Tijuana Mexico is an attractive option for companies throughout the world looking to save money on outsourcing wit…

Read More

Turning Hold Times into Positive Customer Experiences

By: Erik Linask    11/13/2019

here's little more frustrating as a customer than having to wait on hold. What can businesses do to turn hold times into positive experiences for thei…

Read More

The Impact of Poor Customer Experience on Your Bottom Line

By: Erik Linask    11/13/2019

Customers are placing a premium on quality service, and will switch brands quickly after a poor experience. The good news is they are also willing to …

Read More

Workforce Insight Buys Key Player in WFM and HCM

By: Stefania Viscusi    11/12/2019

Workforce Insight has announced the acquisition of Presence of IT Workforce Management North America, LLC. The merger will allow Workforce Insight to …

Read More

The Value of Older Workers in the Contact Center

By: Tracey E. Schelmetic    11/7/2019

While many column inches are regularly devoted to the idea of managing younger workers from the Millennial generation, it's easy to forget that there …

Read More

NovelVox Unveils Enhanced WFM Solution

By: Maurice Nagle    11/6/2019

This week, NovelVox unveiled an enhanced version of Cisco Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache…

Read More

In the Evolving World of CX, the Only Constant is Change

By: Juhi Fadia    11/4/2019

We caught up recently with Milos Djokovic, co-founder and CEO of Eventus Group, based in Denver, Colorado, to learn where he sees CX going over the ne…

Read More

CXone Agent for Salesforce Sees Enhancement

By: Maurice Nagle    10/30/2019

NICE inContact announced improvements to the CXone Agent for Salesforce, empowering omnichannel experiences. The CXone is able to provide a unified in…

Read More

How To Run Your Call Center Smarter

By: Special Guest    10/29/2019

Cloud seems to be the status quo for businesses of all sizes in the modern customer engagement landscape. But what are the real benefits of making you…

Read More

Noble Gamification 2.0 Engages Agents

By: Maurice Nagle    10/29/2019

Noble Systems announced Nobel Gamification 2.0, an omnichannel contact center solution that is building on its award-winning ways.

Read More

AI and Automation Natural Fit for CRM

By: Laura Stotler    10/25/2019

AI and automation are increasingly being used to improve CRM and customer service. AI is a natural fit for many types of customer interactions across …

Read More

Symantec Debuts Virtual Agent 'Sami' for Online Support

By: Tracey E. Schelmetic    10/23/2019

Cybersecurity firm Symantec Corporation has a new employee: an artificial intelligence called "Sami." It should help users of company's security produ…

Read More


By:    10/18/2019

Glance Networks, a leading provider of visual engagement solutions, announced it has been awarded a 2019 Contact Center Technology Award from CUSTOMER…

Read More

U-WFM to Support Denmark Contact Center

By: Maurice Nagle    10/18/2019

Danish firm Duka announced the selection U-WFM's Workforce Management in the Cloud offering for its Hinnerup, Denmark contact center.

Read More

Aspect, Intradiem Introduce Partnership

By: Maurice Nagle    10/17/2019

Intradiem and Aspect Software announced a co-marketing partnership that brings together robust WFO and real time automation for enterprise contact cen…

Read More

Cloud Contact Centre v19 Announced

By: Stefania Viscusi    10/11/2019

The latest version of Aspect Software's Cloud Contact Centre offering has been announced. With the release of version 19, agents and supervisors are e…

Read More

Chilean Law to Protect Contact Center Worker Rights Goes into Effect

By: Tracey E. Schelmetic    10/4/2019

For many companies, outsourcing contact center services such as customer support to a foreign country makes sense. It saves on labor and allows compan…

Read More

Edify Labs Wins $10 Million in Funding to Transform the Contact Center Market

By: Erik Linask    10/1/2019

Edify Labs has won $10 million in seed funding led by First Round Capital to revolutionize the contact center industry with it WebRTC, AI, and cloud-b…

Read More

Is Your IVR Costing You Customers?

By: Maurice Nagle    9/27/2019

Recently, Vonage unveiled the 2019 Vonage IVR survey, illustrating some highly interesting results. Your IVR may be a big reason you keep losing custo…

Read More

The Future of Call Centers Relies on AI

By: Stefania Viscusi    9/26/2019

In recent years, companies have put more focus on improving the work conditions in call centers so that agents feel more at ease and enjoy their jobs.…

Read More

6 Digital Trends Disrupting the World of Finance

By: Special Guest    9/25/2019

Emerging technologies in the financial world are changing the way institutions conduct their operations and engage customers. Financial organizations …

Read More

Popular Manchester locations for your next corporate event

By: Special Guest    9/20/2019

There's no denying that corporate events can be somewhat lacklustre and your employees and/or guests can often be left feeling like they were better o…

Read More

The Real Return on Investing in Intelligent CX

By: Juhi Fadia    9/18/2019

With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as "contact…

Read More

Nuance Adds Intelligent Engagement Services, Supports Conversational AI Innovation

By: Maurice Nagle    9/17/2019

Nuance announced the Nuance Intelligent Engagement Platform is making the addition of Intelligent Engagement services as well back end integrations to…

Read More

Aceyus, Upstream Works Software Partners Integrate to Improve Customer Experience Management

By: Maurice Nagle    9/16/2019

Upstream Works Software Partners announced a new partnership with Aceyus, the two aim to merge actionable data with customer experience management to …

Read More

WFMSG Increases Automation in Release 4.4

By: Maurice Nagle    9/13/2019

WFMSG took the wrapping off Release 4.4 of its Community WFM solution. New additions to the platform focused on improving forecasting and schedule opt…

Read More

Trisys is SMB Answer for Call Recording

By: Maurice Nagle    9/10/2019

Just Google it isn't always the answer. Anybody can buy anything on the internet today, but there is something to be said for speaking with another hu…

Read More

CUSTOMER Magazine Announces Winners of the 2019 Contact Center Technology Award

By: CustomerZone360 News    9/10/2019

TMC announced the winners of their 14th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

Read More

Study Finds Few Workers Understand How AI Affects Them at Work

By: Tracey E. Schelmetic    9/9/2019

While we know many technology and solutions providers are building machine learning and artificial intelligence (AI) into their solutions, apps and pl…

Read More

DataRobot and CallMiner Partner for AI-Driven Customer Experience Analysis

By: Tracey E. Schelmetic    9/6/2019

Customer interactions are a bit like icebergs: while there's a small amount of information - usually what goes into the ears of call center agents - v…

Read More

The Next Generation of Speech Analytics

By: Special Guest    9/6/2019

In this conversation with Jim Noble, President and CEO of Noble Systems, and Nancy Jamison, Principal Analyst at Frost & Sullivan, we learn about the …

Read More

NICE inContact Announces FedRAMP Authorization for CXone

By: Stefania Viscusi    9/6/2019

Cloud contact center software provider NICE inContact delivers a cloud customer experience platform that makes better one-on-one experiences possible …

Read More

Using AI to Treat the Global Problem of Job Burnout

By: Laura Stotler    8/30/2019

Job burnout is on the rise and poses a significant threat to the global workforce. AI technologies are increasingly being used to aid contact center e…

Read More

How AI is Driving Workforce Management

By: Tracey E. Schelmetic    8/28/2019

Today, artificial intelligence (AI) helps us shop, navigate our computers, operate our in-car infotainment systems and more. It's increasingly showing…

Read More

CoreDial Launches Certification Program to Drive Contact Center Opportunity for Partners

By: Erik Linask    8/27/2019

CoreDial has launched a formal partner certification program for its private-label hosted CoreNexa Contact Center platform.

Read More