CUSTOMER NEWS
How Agent Training, WFM Impact CX
In contact centers, agent training and workforce management are important in getting agents to answer calls quickly, reduce hold times, answer questio…
Read More
Go Vertical to Meet Your New Customer Goals in 2018
In this overcrowded, ultra-competitive market, you'd think you'd need a megaphone or bulletin-sized billboard to stand out. The truth is, small busine…
Read More
NICE inContact CXexchange Builds Membership with Brand Embassy Addition
This week, NICE inContact announced the newest member of the CXexchange, Brand Embassy Ltd., with the new addition NICE inContact customers can take f…
Read More
Virtual Assistants Could Generate $7.7B by 2025
Virtual digital assistants are poised to see rapid adoption in the enterprise, according to Tractica. A new report from the company indicates more tha…
Read More
Self-service Clear Customer Preference
Despite the desire for direct and personal interaction, cell phones seem to be exempt from the notion. No longer are we rushing to answer phone calls …
Read More
Employees as Advocates and Cheerleaders
It is one thing to come aboard a new job and be referred to as a "team player," but it is quite another to feel and see the contributions that you hav…
Read More
Bookmycab Offering Better Contact Center Ride
Bookmycab.com is India's ultimate taxi reservation marketplace, government verified and available for download on both Apple and Android. The company …
Read More
Marketers Need to Consider Contact Centers
Calabrio study discusses rising customer expectations, the lack of necessary tools in many contact centers, and the need for customer experience effor…
Read More
Employee Social Sharing Drives Marketing, Sales
A new infographic illustrates the value of your employees' social media posts. According to the infographic, employee social media posts on average ge…
Read More
LinkedIn Predictions for 2018
SocialMediaToday compiled several predictions as to what could come out of LinkedIn for 2018 and with less than two weeks until the New Year; it's the…
Read More
SpotHero Selects UJET to Improve Customer Support
Since deploying UJET's customer support platform, SpotHero has seen some dramatic improvements in both costs and service quality for employees and con…
Read More
Fixing a Few Common Contact Center Problems
The contact center is expected to perform like a well oiled machine, serving customers in a rapid and satisfying manner. While this is the expectation…
Read More
Enhancing Social Media for Your Business
Social media is not just for "those youngsters" anymore. In fact, it is actually a quite popular business tactic. In 2016, 74 percent of marketers sai…
Read More
Texting Gets Its Groove Back with Enterprise SMS
Short message service (SMS) started making waves in 1994. By the end of 2000, the average person was sending 35 texts per month. SMS was growing expon…
Read More
NICE Unveils Uptivity and Brightstar Partnership
NICE announced the regional launch of NICE Uptivity in India, and in the same breath a new partnership with Brightstar India - a mobile device and IT …
Read More
IDC Canada Highlights Innovation in AI
Today, IDC Canada singled out a handful of Canadian firms developing AI-enabled interaction solutions, labeling Zoom.ai, Flybits, Fluent.ai, finn.ai a…
Read More
VHT, Videlica Bring Callback to EMEA
Virtual Hold Technology's cloud-based callback solution is coming to the Europe, Middle East, and Africa region. VHT has extended its partnership with…
Read More
Great Wolf Resorts Deploys Interactions IVA
Great Wolf Resorts is deploying Interactions' Intelligent Virtual Assistants (IVA) solution to assist with guest pre-arrival to create the ultimate in…
Read More
Great Customer Service Breeds Brand Loyalty
IDC and LogMeIn conducted a study and learned what gained brand loyalty: level of customer service.
Read More
What Call Centers Can Learn from Amazon, Starbucks & Target
Businesses seeking to improve their call center operations may find it instructive to look at others in this arena (or other customer experience leade…
Read More
MiFID II Compliance is Quite NICE
Today, NICE unveiled the Automated Voice Trade Communication and Recording System Health Check capabilities as part of the NICE COMPASS suite. The NIC…
Read More
The Chatbots are Here!
This week, eXalt Solutions unveiled its new chatbot interface for its Knowledge Work-as-a-Service platform, promising to provide a rich, contextual ex…
Read More
Gini Dietrich on Developing and Sustaining Professional Communities
Gini Dietrich is the founder and CEO of Arment Dietrich, lead blogger at Spin Sucks, co-author of Marketing in the Round, and co-host of the weekly po…
Read More
IMImobile Brings Omnichannel Chat to CXexchange
IMImobile's omnichannel chat technology is now available on NICE inContact's CXexchange marketplace.
Read More
CUSTOMER Magazine Announces Recipients of the 2017 Customer Experience Innovation Awards
TMC announced today the winners of 2017 Customer Experience Innovation Awards.
Read More
Contact Center Solutions Week in Review: SmartAction, Mitel, and More
Contact Center Solutions has had a fruitful week with SmartAction added to CXexchange and Mitel promoting machine-to-person communications. In an ever…
Read More
Linqia Releases 2018 Influencer Marketing Trends
It is the last month of 2017 which means the season of predictions for 2018 is underway. Linqia released results of The State of Influencer Marketing …
Read More
Aspect Calls for Open Lines of Communication
Megan Butler, a Director at the Financial Conduct Authority (FCA), while speaking at the ICI Conference earlier this week, proclaimed that far too man…
Read More
Tips to Build Contact Center Relationships
The best contact center agents are those who can build empathetic relationships with consumers, whether it is over the phone or online. Training for b…
Read More
Success in the Contact Center
To position contact centers for the greatest success, it's important for businesses to set and communicate both long- and short-term goals.
Read More
Mitel Survey Promotes Machine-to-Person Communications
Mitel survey: Seven in 10 believe machine-to-person communications can increase responsiveness and problem resolution.
Read More
Enghouse Interactive Unveils TouchPoint Agent
Today, Enghouse Interactive announced the release of TouchPoint Agent, a contact center offering for Microsoft Office 365 and Skype for Business Onlin…
Read More
SmartAction Added to CXexchange
This week, NICE inContact announced the newest member of the CXexchange Marketplace, SmartAction. The provider of artificial intelligence-powered self…
Read More
Why Voice Can Make or Break CX
Voice communications interactions can make or break a call center encounter. But, how people feel coming away from a call center experience is a resul…
Read More
Contact Center Solutions Week in Review: Malindo, Convergys, and More
The Contact Center Solutions Community was all over the map this week. From contact centers leveraging Amazon Echo and Google Home to Malindo Air upgr…
Read More
Keeping Customer Experience the Center of Customer Support
The high-tech industry has been going through turbulent times over the last few years. Industry leaders compete against both old rivals and new start-…
Read More
Opportunity Calling-Tapping Into Disability Recruitment for Call Center Staffing
Companies understand that there is no more critical point of engagement than between customers and call center representatives, yet employee turnover …
Read More
Malindo Moves to Improve CX with Aspect Deployment
This week, Malindo Air announced upgrades to its contact center with the adoption of an omni-channel contact center solution from Aspect Software. The…
Read More
What's Next for Workforce Management
As the year comes to a close, now would seem to be an excellent time to take stock of industry trends and pontificate about what we can expect next. I…
Read More
TMC Announces Winners of the 2017 CUSTOMER Magazine TMC Labs Innovation Award
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced the winners of the 2017 TMC Labs I…
Read More
The Best Free Social Media Analytics Tools for 2017
Global social media marketing is now showing 37% penetration. In simpler words, there are around 2.80 billion users from all around the world, who are…
Read More
With Convergys Artificial Intelligence, Contact Centers Can Leverage Amazon Echo and Google Home
Convergys Corporation has introduced its Intelligent Voice Portal 10, part of its Conversational platform. It's designed to deliver users a human-esqu…
Read More
Anantara Vacation Club Growing One Interaction at a Time
Anantara Vacation Club announced the deployment of the Aspect Unified IP contact center platform to push forward its outbound marketing and customer e…
Read More
The Importance of Omni-Channel in Customer Engagement
Recent research from Silicon Valley's FICO illustrated that consumers in the United States expect a mix of live and automated communications with cred…
Read More
Silverfleet Sells Competence Call Center to ARDIAN
Silverfleet Capital has sold Competence Call Center to ARDIAN. The Belin-based CCC is a business process outsourcing providers with ambitions of expan…
Read More
Aspect Announces New and Improved Aspect Via 17.1
Recently, contact center solution provider Aspect unveiled Aspect Via 17.1, enhanced with new operational and omni-channel capabilities. The complete …
Read More
Aspect Announces New and Improved Aspect Via 17.1
Recently, contact center solution provider Aspect unveiled Aspect Via 17.1, enhanced with new operational and omni-channel capabilities. The complete …
Read More
The Secret to Small Business Saturday Success? Focus on the Customer Experience
The small business Super Bowl is nearly upon us. Small Business Saturday comes but once a year, and any proprietor of a small enterprise worth his or …
Read More
How WFM Can Work for You
Workforce management is a specific discipline in this arena. It helps companies make sure they have the right human resources in place at all times.
Read More
Telecom CEOs Face Personal Risk When Reputation Attacks Occur
When corporate reputations are damaged in today's unforgiving culture, individuals in corporate leadership take the heat as stakeholders seek satisfac…
Read More