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CUSTOMER NEWS

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week Two)

By: Tom Goodmanson    4/13/2020

Tips from a customer experience CEO on how to keep maintain high levels of customer service during the COVID-19 crisis.

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NorthStar Home Chooses 8x8 for WFH Support During COVID-19

By: Stefania Viscusi    4/10/2020

With the help of 8x8, North Star Home is now allowing employees and contact center staff to stay connected and complete their daily jobs from the safe…

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TMC Labs Recognizes Winners of 2019 CUSTOMER Innovation Award

By: CustomerZone360 Staff    4/8/2020

TMC Labs recognizes innovators in the Customer Experience space who are helping organizations future-proof their businesses while maximizing customer …

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Airship Enabling High-Impact Customer Engagement During COVID-19 Pandemic

By: Erik Linask    4/7/2020

Airship is giving its web notification solution to businesses free to manage customer engagement and experiences during the coronavirus crisis.

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UK-based AI Company Introduces CoronaBot to Handle Basic Call Center Queries

By: Tracey E. Schelmetic    4/7/2020

The need for effective, timely customer support is always present, but during times of global emergencies, the need becomes even more urgent. Most cal…

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CUSTOMER Magazine Announces Winners of 4th Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    4/3/2020

TMC announced the winners of the 2019 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week One)

By: Tom Goodmanson    4/3/2020

In the face of an unprecedented teleworking environment due to COVID-19, how can business leaders guide their teams to success in uncertain times?

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Sitel Migrates to Teleworking, Hiring 10,000 New Associates

By: Erik Linask    4/2/2020

Contact center outsourcing firm Sitel has transitioned its workforce to remote technologies and is hiring 10,000 new associates during the COVID-19 cr…

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Call Center Agents on the Front Lines in Coronavirus War

By: Laura Stotler    4/2/2020

Call center agents are increasingly fearful for their health and safety as they are forced by employers to work in crowded buildings during the COVID-…

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US Call Center Workers in Crowded Buildings Terrified of COVID-19 Spread

By: Laura Stotler    3/31/2020

Call center workers throughout the U.S. are sounding the alarm about being forced to work in crowded buildings with little or no precautions being tak…

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CCaaS Consultant Cloudlinx Joins Edify Channel to Drive Future of Work Initiatives

By: Erik Linask    3/31/2020

CCaaS consultant Cloudlinx has joined the Edify channel program to bring its customers an AI-driven contact center solution with unified business comm…

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4 Fatal CX Measurement Mistakes Every Enterprise Should Avoid

By: Special Guest    3/30/2020

Customer-centric organizations are on track to invest more than $10 billion this year to measure customer experience. So, why have 86% of companies fa…

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Sytel Enables Fully Functioning Contact Center for Teleworkers over the Weekend

By: Erik Linask    3/30/2020

Sytel transitioned a customer's contact center to the cloud starting Friday night and was able to have it up and running by the time business opened M…

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Thrio, TELUS Launch AI-Driven CC360 Customer Engagement Platform

By: Erik Linask    3/30/2020

Thrio and TELUS have introduced Cloud Contact 360, an AI-driven customer engagement solution to meet customers on their terms and deliver fast, effect…

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New Serenova Program Helps Call Centers Quickly Support Remote Agents

By: Laura Stotler    3/26/2020

Serenova's new CxEngage Rapid Response program is designed to help contact centers quickly move to the cloud and support remote agents in response to …

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Contact Center Solution Provider 3CLogic Announces Series B

By: Maurice Nagle    3/26/2020

3CLogic announced a $9 Million Series B financing led by Capitan Investment Partners and True Blue Partners. 3Clogic will leverage the influx of funds…

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Coping with COVID-19 Call Volumes and Overwhelming Challenges

By: Juhi Fadia    3/24/2020

There is no letting up of the spread of COVID-19, as the global pandemic continues to move through the world's largest countries, including the U.S., …

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Above Average: The Art and Science of Contact Center Metrics

By: Juhi Fadia    3/17/2020

Earlier this month, Grand View Research released a major market analysis and report forecasting the global contact center software market will grow to…

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A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center

By: Juhi Fadia    3/17/2020

We asked Sean Erickson, Managing Director at Eventus, a contact center and CX advisory, technology, and managed solutions firm based in Denver, Colora…

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Shopping Cash-Back App Ibotta Chooses NICE for Workforce Management

By: Tracey E. Schelmetic    3/17/2020

Ibotta selected NICE Workforce Management and NICE Employee Engagement Manager in the cloud to offer flexibility and control to their part-time and re…

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NICE Announces CXone@home to Address COVID-19 Concerns, Accelerate Work-from-Home Transition

By: Maurice Nagle    3/16/2020

NICE launched CXone@home today, a limited time offer in direct response to COVID-19. The cloud native solution is aimed at supporting contact centers …

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Data Driven, Customer Defined: Data For The Sake of CX Improvement

By: Special Guest    3/12/2020

The shift we are seeing in is to take this data and associate it with outcomes - measurable business outcomes - that transcend "cost savings." While t…

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Serenova, Lifesize Merge, More to Come?

By: Erik Linask    3/11/2020

CCaaS provider Serenova and video collaboration vendor Lifesize have merged, looking to buuild on the momentum in the UCaaS market.

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Using Workforce Management to Lower Call Center Attrition

By: Tracey E. Schelmetic    3/10/2020

The call center has a dubious distinction in the business world: it's least able to retain employees. In fact, according to a study by Talkdesk, inbou…

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Leveraging the Human Chat-Bot Dynamic in the Call Center

By: Tracey E. Schelmetic    3/9/2020

The idea of automating the contact center isn't a new one. It's been under discussion since the earliest days of automation technologies, starting wit…

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Why Call Recording Quality Monitoring is Essential for Your Call Center

By: Special Guest    3/6/2020

Customer calls to cell-phone companies, banks, airlines, insurers or tech-support contact centers are mostly met with the automated declaration: "This…

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How Workforce Management Can Supplement Call Center Training

By: Tracey E. Schelmetic    3/4/2020

As the way people communicate with their product and service providers shifts, the way call centers need to communicate with customers needs to shift.…

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Study Identifies Media Influence on Negative Perceptions of Casual Employment

By: Tracey E. Schelmetic    3/4/2020

What is "casual employment"? We hear the term in the news a lot. In fact, it's a distinct employment classification under U.S. federal law and the law…

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Recipients of the 2020 CUSTOMER Products of the Year Award Announced

By: CustomerZone360 News    3/4/2020

TMC announced the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine.

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Why Unified Communications Needs to Include Contact Centers

By: Erik Linask    2/28/2020

Smart businesses are unifying their communications and contact center technologies to create more efficient operations and better customer experiences…

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InMoment Acquires MaritzCX to Create Future of Work and CX Powerhouse

By: Erik Linask    2/27/2020

InMoment has acquired MaritzCX to create a CX powerhouse. CMO Kristi Knight is excited about the opportunities the new company has.

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Contact Center AI Startup Cresta Launches with Workforce Management Solution

By: Laura Stotler    2/25/2020

Cresta, an AI startup firm focusing on workforce management and productivity increases for contact center workers, has launched with a $21 million fun…

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NICE inContact CXone Recognized for Innovation

By: Stefania Viscusi    2/25/2020

Innovation is the forefront of success across industries today. Businesses that innovate are winning the race. NICE inContact and its CXone offering, …

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Spok Boosts Clinical Workflows with New Name & Cloud Platform Upgrades

By: Stefania Viscusi    2/21/2020

Spok, a healthcare communications provider based in Springfield, VA, is focused on improving care collaboration for clinical teams as they depend more…

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Hotels Tap Total Connect Now to Deliver Great Experiences and Improve Operational Efficiency

By: Arti Loftus    2/21/2020

With more competition from challengers like Airbnb and VRBO, and rising expectations from consumers, especially Millennials who live digitally and con…

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Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence

By: Juhi Fadia    2/21/2020

Every mega trend in the CX industry today generates data, whether it is personalization (delivering the preferred experience to every individual custo…

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Future of Work Speaker: The Problem with AI Assistants is They're Not Human Enough

By: Erik Linask    2/12/2020

Allison SMith talks AI and IVR and what's keeping the technology from massive uptake.

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ITEXPO Speaker Thrio: Customers Comparing CX Across Markets, Changing the Competitive Dynamic

By: Erik Linask    2/11/2020

Customers will be more likely to walk away from companies they do business with more quickly than in the past. My reasoning is consumers don't compare…

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Tips for Fostering an Inclusive, Engaging Call Center Culture

By: Laura Stotler    1/24/2020

Call center agents must be engaged and motivated on the job to successfully engage customers. Call center managers can boost engagement by fostering a…

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Filling the Gaps in Customer Satisfaction Reality in the Contact Center

By: Tracey E. Schelmetic    1/22/2020

There's a huge disconnect in contact centers today. While most of them - better than 90 percent - claim that customer service quality is their number …

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Five Trends Shaping the Future of Customer Support

By: Special Guest    1/20/2020

Few industries are evolving at a faster pace than customer service and support. With an influx of new technologies, contact centers have a wealth of d…

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ORGANO Gets Customer Experiences in Shape with Talkdesk

By: Stefania Viscusi    1/15/2020

In regard to delivering quality customer care, nothing is more important than consistent quality and always-on communications. When ORGANO - a growing…

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Aculab Helps IPI Reduce Call Center Identity Verification Time from 38 to 5 Seconds

By: Rich Tehrani    1/15/2020

IPI has partnered with Aculab to deliver an enhanced and more secure customer experience through a voice identity and verification system.

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NICE inContact, Zendesk Pair CCaaS & CRM

By: Maurice Nagle    1/10/2020

NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…

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Superior Customer Service Needs to Be the Norm, Not the Exception

By: Laura Stotler    1/2/2020

A viral holiday anecdote about excellent customer service at a Chick-fil-A drive-thru should serve as the gold standard for customer engagement, parti…

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Amazon Experienced Some Uncharacteristic Chaos This Holiday Season

By: Tracey E. Schelmetic    1/2/2020

While most of us expect Amazon to run like a well-oiled machine during the holiday season - at least from a customer's perspective - even the most org…

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US Real Estate Franchise Moves Contact Center to Cloud with Five9

By: Stefania Viscusi    12/27/2019

One US real estate franchise is ensuring it's prepared for the future and making the move to the cloud with Five9. The company announced it was chosen…

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Workforce Management Software Eliminates the Need for Erlang-C

By: Tracey E. Schelmetic    12/27/2019

If you manage a call center and you're of a certain age, chances are that you know how to calculate the Erlang-C formula, a mathematical calculation t…

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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.

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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.…

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