Proactive Customer Engagement Goes Beyond Customer Satisfaction

By: Tracey E. Schelmetic    5/8/2017

Usually, satisfied customers return to a position of neutrality about your organization. Most contact center solutions today are created to placate cu…

Read More

Measuring the Effects of Influencer Marketing

By: Tracey E. Schelmetic    5/5/2017

To date, it has been hard to quantify influencer marketing. You know how many clicks your website gets. You know how many people open your marketing e…

Read More

'Fake Influencers' Having Increasing Impact on Influencer Marketing

By: Steve Anderson    5/5/2017

With "fake influencers" increasingly coming into play, influencer marketing users have to be more aware than ever.

Read More

Traditional Contact Center, Customer Service Solutions Must Update

By: Steve Anderson    5/4/2017

A new report from Axway calls for advances in the contact center and customer service fields to better address the needs of today's consumer.

Read More

DigitalGenius Human+AI Platform to Improve Customer Experiences

By: Alicia Young    5/4/2017

DigitalGenius will be bringing its DigitalGenius Human+AI Platform to organizations using Zendesk in their customer service operations. The hope is th…

Read More

Mark III Systems Calls in Contact Center Help from Watson

By: Steve Anderson    5/3/2017

Mark III Systems turns to IBM Cloud and Watson to launch a new contact center solution.

Read More

Seeking a Self-Service Contact Center Solution? The Search is Over

By: Maurice Nagle    5/3/2017

A leader in the cloud contact center space, Aspect Software announced the arrival of CXP 17 this week, which empowers developers with a number of enha…

Read More

How to Avoid High Agent Turnover Rates

By: Alicia Young    5/2/2017

The key to keeping call center agents is to keep them happy. It's essential that managers become aware of the problems that are plaguing agents and wo…

Read More

Five9 Delivers Virtual Contact Center for Financial Services Firm

By: Maurice Nagle    5/2/2017

This week, Five9 announced a financial services company selected its cloud-based, Virtual Contact Center (VCC) solution. The financial services compan…

Read More

Build a Better Workforce with Analytics

By: Tracey E. Schelmetic    5/1/2017

Analytics can help in the workforce management process, particularly in the realm of predictive analytics to estimate call/contact volume and build be…

Read More

How Do You Spell CRM Evolution? With 4 Cs

By: Special Guest    5/1/2017

As the technological complexity of customer relationships evolve, so must our approaches to them. The area is best tackled through the four Cs of cust…

Read More

Transforming a Multichannel Contact Center into an Omnichannel Powerhouse

By: ASC Horizons    5/1/2017

Contact centers have evolved from neutral communications centers, offering an excellent product at an affordable price, into major drivers of company …

Read More

Microsoft Links Dynamics 365 to LinkedIn for Influencer Marketing

By: Tracey E. Schelmetic    4/28/2017

The integration will be another excellent tool for the emerging practice of influencer marketing, which is comprised of new and innovative ways brands…

Read More

The Future of Technology in Influencer Marketing

By: Andrew Bindelglass    4/28/2017

Pepperjam conducted a study on the way that marketers leverage technology to build influencer marketing.

Read More

Workforce Management Can Lead to Increased Profits

By: Laura Stotler    4/28/2017

A comprehensive workforce management solution can help businesses reduce costs, operate more efficiently, boost productivity and ultimately increase p…

Read More

Influencer Content Helps Drive Customer Conversion

By: Paula Bernier    4/28/2017

Influencer content is climbing the value chain in marketing, according to the recently released "The Value of Influencer Content 2017" study. The pape…

Read More

Workforce Management Expands to Include Contingent Workforces

By: Tracey E. Schelmetic    4/28/2017

Luckily, many of today's workforce management solutions are already wired for managing contingent labor. WFM can collect a great deal of data, and dat…

Read More

Chatbots Key 'Aspect' to Future of Contact Center Solutions

By: Maurice Nagle    4/26/2017

Today, Aspect Software announced the Aspect Software NLU Lab, tasked with providing a best practice resource, sharing forum, use cases as well as desi…

Read More

TalkIQ Translates VoC with Predictive Insights

By: Maurice Nagle    4/25/2017

TalkIQ's announced the newest addition to its platform: Predictive Insights. The solution offers actionable insight and forecasting for sales, CSAT sc…

Read More

Cognitive Technologies Make Contact Center Solutions Smarter

By: Tracey E. Schelmetic    4/25/2017

A recent report by Aberdeen Group entitled, "Cognitive Customer Experience: The Future Is Here" found that the implementation of cognitive technologie…

Read More

Engage 2017 to Convene Contact Center Expertise and Customer Experience Insights

By: Special Guest    4/24/2017

Engage 2017 will convene many of the world's foremost contact center experts with whom Enghouse Interactive customers can interact with and discuss th…

Read More

Westcon-Comstor System Improves Contact Centers

By: Steve Anderson    4/24/2017

Westcon-Comstor recently brought in a new addition to its BlueSky marketplace: the Servion ServCloud contact-center-as-a-service (CCaaS) system.

Read More

Automated Empathy in the Contact Center of the Future

By: Laura Stotler    4/24/2017

The future contact center will make use of artificial intelligence (AI) to better route customers to the appropriate agent and analyze and react to em…

Read More

Contact Center Solutions Week in Review: Amazon, CallTower, Communications 20/20

By: Paula Bernier    4/22/2017

Contact Center Solutions Week in Review over the past five days has talked about how artificial intelligence will raise the stakes for contact center …

Read More

FTC to Influencers: Disclose Relationships for Endorsements

By: Paula Bernier    4/21/2017

The Federal Trade Commission this week revealed that it has sent more than 90 letters to so-called social media influencers. These communications remi…

Read More

Influencer Marketing: Your New Value Driver

By: Steve Anderson    4/21/2017

The influencer marketing front is an increasingly valuable one for marketers; here's how to make sure you're using it to get the most value from it.

Read More

Natural Language Processing Will Grow Into New Applications

By: Tracey E. Schelmetic    4/21/2017

While analytics of data plays a large role in the advancement of contact center solutions, natural language processing (NLP) has also pushed customer …

Read More

AI Will Raise the Stakes for Contact Center Solutions

By: Tracey E. Schelmetic    4/20/2017

With Amazon's recent addition to the contact center solutions space - Amazon Connect is a cloud-based contact center solution based on the company's "…

Read More

Multilingual Bots Mean Better Contact Center Success

By: Steve Anderson    4/19/2017

When considering technology available to the contact center, consider the addition of bots that can handle more than one language.

Read More

The Virtual Call Center's Contribution to Workforce Management

By: Steve Anderson    4/18/2017

A virtual call center can be a big contributor to workforce management, if it's used properly.

Read More

Startup Overheads for Contact Centers in 2017

By: Special Guest    4/18/2017

Opening up a contact center could be a great idea for some businesses. However, if you're considering opening up a contact center, there are a couple …

Read More

Workforce Management in the Age of the Millennial Worker

By: Tracey E. Schelmetic    4/17/2017

It's critical to remember that Millennials watched their Baby Boomer parents work long hours (often at the expense of their families) and they're not …

Read More

The Bottom-Line Value of Influencer Marketing

By: Steve Anderson    4/13/2017

Influencer marketing is a hot new trend in marketing, but just what value does it have? A new Linqia study reveals surprising points.

Read More

New Studies Consider Customer Acquisition, Experience

By: Paula Bernier    4/13/2017

Customer acquisition is the top priority for brand marketers this year, according to results of a survey conducted by data asset management solution p…

Read More

Augmented and Virtual Reality Take Their Place in Workforce Management

By: Tracey E. Schelmetic    4/12/2017

In a recent article for HC Online, Dr. John Burgin, head of digital business, Asia Pacific and Middle East, for Cognizant, outlined how the technologi…

Read More

CTIntegrations Delivers More Solutions with CT Suite Release 3

By: Frank Griffin    4/12/2017

The availability of CT Suite Release 3 from CTIntegrations is going to provide additional contact center solutions by giving agents more functions for…

Read More

Bright Future Ahead for Workforce Management

By: Steve Anderson    4/11/2017

Research and Markets releases new report on workforce management, reveals substantial gains likely ahead.

Read More

Clarabridge's Contact Center Solution Delivers New Capability

By: Steve Anderson    4/11/2017

A variety of new tools comes included with the Clarabridge contact center solution, including voice transcription and greater analytics capability.

Read More

CallTower and Five9 Deliver a Virtual Contact Center Solution

By: Frank Griffin    4/11/2017

A new partnership between CallTower and Five9 is going to empower businesses with an enterprise virtual cloud contact center solution for Microsoft an…

Read More

Smart Communications Announces New Contact Center Solution

By: Andrew Bindelglass    4/10/2017

London-based Smart Communications has announced the imminent release of new contact center solutions.

Read More

Monetate Intelligent Personalization Engine Improves Customer Experience

By: Frank Griffin    4/10/2017

The launch of the new Monetate Intelligent Personalization Engine will give consumer facing brands the ability to deliver individualized experiences a…

Read More

Pepsi's Influencer Blunder Results in Backlash

By: Alicia Young    4/7/2017

Pepsi's poor decision to use Kendall Jenner as an influencer in its latest advertisement has resulted in backlash that could damage the brand's reputa…

Read More

Transforming the Contact Center to Customer Engagement Center

By: Tracey E. Schelmetic    4/7/2017

Aspect will soon introduce Aspect Via, a new cloud-based solution that offers all the tools businesses need to take control of omnichannel customer in…

Read More

Managing the Workforce: It's Never Easy to Say Goodbye

By: Stefania Viscusi    4/6/2017

Do you know how to fire people? There's definitely a right and wrong way to do it. Using workforce management tools may even help turn some of those t…

Read More

Flowroute Simplifies Customer Onboarding for CSPs

By: Alicia Young    4/5/2017

Flowroute has launched a new customer onboarding platform to help CSPs simplify and speed up the process.

Read More

Workforce Management Helps Build a Remote Call Center Workforce

By: Tracey E. Schelmetic    4/5/2017

Today's cloud-based workforce management solutions are ideal for remote workers, since they can be deployed widely and used by anyone with Internet ac…

Read More

VoiceFoundry Improves Contact Center Operations with Freshdesk

By: Steve Anderson    4/5/2017

VoiceFoundry improves its presence in contact center operations by joining the Freshdesk Marketplace.

Read More

Nubia Offers Exceptional Customer Experience with B2X Solution

By: Alicia Young    4/4/2017

Nubia is using B2X's SMARTCARE Technology platform to track the customer experience in real time, from the moment a consumer reports a problem with hi…

Read More

CJaaS: The Exciting Future of Communication Network Providers

By: Special Guest    4/4/2017

Unlike the last wave of outsourcing that was largely network focused, this one - let's call it "Transformation 2.0" - is centered on Customer Journey …

Read More

Wheelings & Dealings: Calabrio Buys Symmetrics

By: Paula Bernier    4/4/2017

Calabrio today revealed its acquisition of Symmetrics, which sells a visualized reporting tool that combines and presents call center and enterprise d…

Read More