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CUSTOMER NEWS

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…

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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…

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'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.

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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.

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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…

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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.

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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…

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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…

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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…

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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…

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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…

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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 …

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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…

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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.

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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.

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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…

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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 …

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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…

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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.

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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 …

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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 "…

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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.

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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.

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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 …

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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 …

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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.

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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…

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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…

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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…

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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.

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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.

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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…

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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.

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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…

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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…

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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…

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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…

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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.

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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…

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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.

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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…

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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 …

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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…

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