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CUSTOMER NEWS

Serenova & Fuze Team to Deliver UC & Cloud Contact Center Solutions to the Enterprise

By: Stefania Viscusi    6/12/2020

Serenova and Fuze are teaming to help eliminate traditional gaps between contact center and unified communications solutions.

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Chatbots Enhance, Rather Than Replace, Human Call Center Agent Performance

By: Tracey E. Schelmetic    6/11/2020

There's a rather cynical cycle with new technology: futurists present a vision of the technology to the media, the media overhypes it, consumers get c…

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Verint WFM Upgraded to Support Safe Transition Back to the Office

By: Maurice Nagle    6/9/2020

Verint unveiled enhancements to its WFM solution, adding new capabilities to meet the needs of the workforce transition back to the office.

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CUSTOMER Magazine Announces Winners of the 2020 CRM Excellence Award

By: CustomerZone360 News    6/9/2020

TMC announced the winners of their 21st Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

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Connected Field Service Leads To Brilliant Customer Experiences

By: Juhi Fadia    6/9/2020

Customer Experience is one of the most influential factors in stimulating customer loyalty and retention. Market research studies reveal that it costs…

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A Tale of Two CRM Architectures: Do you start or finish with your business processes?

By: Juhi Fadia    6/8/2020

Data about customers' behaviors, collected through a range of channels, can play a pivotal role in teams understanding customer intent and sentiment, …

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New Mexico Call Center Shutters Amid Pandemic

By: Stefania Viscusi    6/4/2020

News of layoffs and businesses closing their doors due to the Coronavirus pandemic that continues to sweep the nation is not new. However, one industr…

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Conversational Analytics - The Secret to Exceptional First Call Resolution & Outstanding Customer Experiences

By: Special Guest    6/2/2020

Jack Ma, founder of Alibaba once advised,?"Forget about your competitors, just focus on your customers".?As the statistics highlight dissatisfied cust…

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Setting Work and Home Life Boundaries to Avoid Employee Burnout

By: Laura Stotler    6/1/2020

Millions of workers have been forced to work remotely to combat the effects of COVID-19. Remote work has many benefits, but can also easily lead to em…

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Vonage Contact Center Lets Onecom Rapidly Adapt to COVID-19 Teleworking

By: Erik Linask    5/28/2020

Over the past 2-3 months, countless businesses have struggled to maintain operational continuity as they have been forced to rapidly move to teleworki…

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NICE inContact, Zendesk Offer Remote Contact Center Bundle

By: Maurice Nagle    5/27/2020

NICE inContact announced a partnership with Zendesk provide businesses transitioning operations due to the coronavirus pandemic access to the NICE inC…

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The Only Dead Thing in Contact Centers Is Your Approach

By: Special Guest    5/27/2020

Lately, I have been bombarded with this notion of the death of the call center. It's certainly a bold apocalyptic affirmation that seems in tune with …

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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 8)

By: Tom Goodmanson    5/26/2020

In this segment of Calabrio Corner, CEO Tom Goodmanson talks about the important ties between local communities and employee well-being, especially as…

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Motivate Remote Employees with Goals, Not Surveillance and Monitoring Software

By: Special Guest    5/21/2020

Productivity in the United States has steadily climbed since the end of the Second World War. We've become more efficient, more agile, and better at d…

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Financial Services Organizations Find Compliance with NICE NTR and Teams Integration

By: Maurice Nagle    5/20/2020

NICE announced the integration of the NICE Trading Recording System (NTR) with the Microsoft Teams unified communications solution. In addition to the…

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Verint Announces Teams Integration

By: Maurice Nagle    5/19/2020

Verint announced its new Microsoft Teams recording integration to capture, retain, analyze and retrieve all communications across the Teams platform t…

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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 7)

By: Tom Goodmanson    5/19/2020

Calabrio CEO Tom Goodmanson talks about how businesses can plan ahead for additional disruptions due to COVID-19 even as they start implementing plans…

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Illinois County's Expanded COVID-19 Call Center Fields Thousands of Calls Per Month

By: Tracey E. Schelmetic    5/13/2020

Back in mid-March, DuPage County opened a 15-person call center with a dedicated goal of answering the high volume of COVID-19 calls that were coming …

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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 6)

By: Tom Goodmanson    5/12/2020

Calabrio CEO Tom Goodmanson continues his series on how business leaders can learn from the COVID-19 pandemic and build better, stronger workforces.

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Verint Announces 2020 Partner of the Year Award Winners

By: Maurice Nagle    5/12/2020

This week, Verint named NWN Corporation, Avaya and Five9 Partner of the Year award winners. The Customer Engagement Company reserves this recognition …

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Five Ways to Prepare Your Customer Service Team for Enhanced Crisis Response

By: Special Guest    5/11/2020

Whether it's the current coronavirus pandemic, an impending hurricane, earthquake or a wildfire, a top tier contact center will include business conti…

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Five9, Zoom Offer Contact Center Agents Easy Access to Subject Matter Expertise

By: Maurice Nagle    5/8/2020

Five9 announced a new partnership with Zoom, and announce Agent-Expert Consultation. The new solution provides contact center agents access to any Zoo…

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Remote Work Benefits for Customer Service Will Outlast COVID-19

By: Laura Stotler    5/8/2020

The COVID-19 pandemic has forced many companies and call centers to rely on remote work to provide customer service. But the clear benefits of the rem…

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Contact Center Agents Get Personal Assistants with Speakeasy AI Agent Assist

By: Erik Linask    5/8/2020

Speakeasy AI is adding an intelligent assistant feature to its platform to deliver information to agents immediately.

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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 Five)

By: Tom Goodmanson    5/5/2020

Calabrio CEO talks about the ideas his team has implemented during the COVID-19 pandemic that can be taken back into office environments when it's saf…

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The Benefits of Growing a Positive Call Center Culture

By: Tracey E. Schelmetic    5/1/2020

Why do some contact centers seem to do so well, and others don't, even if they're both following similar best practices? The answer may be in the call…

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Puzzel Purchases U-WFM in UK Expansion Plan

By: Stefania Viscusi    5/1/2020

Oslo, Norway-based Puzzel, a CCaaS provider for the European market, has acquired workforce management and optimization software provider U-WFM for an…

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How Customer Service Organizations Can Successfully Implement Teleworking

By: Erik Linask    4/29/2020

Contact centers need the right cloud solutions, as well as the right transition and education strategies, to migrate to teleworking without impacting …

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Altitude Software Says Video is the Rising Star in Customer Experience

By: Erik Linask    4/28/2020

Altitude Software is adding WebRTC-based video to its contact center solution, enabling businesses to take customer experience to new heights.

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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 4)

By: Tom Goodmanson    4/28/2020

In this installment of Calabrio Corner, Tom Goodmanson talks about strategies for safely returning to office environments.

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Juniper Subsidiary Mist Helps European Transportation Company Manage Workforce

By: Tracey E. Schelmetic    4/24/2020

Analytics coupled with artificial intelligence (AI) has benefited many industries, but few more than transportation logistics. The proper use of big d…

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How to Reduce the Demand on Your Customer Service Telephone Operators

By: Special Guest    4/24/2020

Customer service is one of the most time consuming and therefore expensive functions that your business has to perform. This is especially true when y…

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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 Three)

By: Tom Goodmanson    4/21/2020

In his latest COVID-19 update, Calabrio CEO Tom Goodmanson talks about the importance of over-communication during a crisis.

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CXone@home Now Includes Workforce Optimization and Engagement

By: Maurice Nagle    4/20/2020

NICE inContact announced an expansion to the CXone@home package to now include Workforce Optimization (WFO) and engagement capabilities to drive agent…

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6 Ways Artificial Intelligence Works in Augmenting Customer Experience

By: Special Guest    4/17/2020

Call centers are the front line of companies, connecting the business with its customers and a critical component in the overall brand image and custo…

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AFNI Call Center Under Fire for Allegedly Packing Trainees in Elbow-to-Elbow Amidst COVID-19

By: Laura Stotler    4/16/2020

Current and former trainees at the an AFNI call center in Tuscon have complained they were packed elbow-to-elbow as recently as April 1, fearing for t…

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Noble Accelerates Contact Center Transition Home

By: Maurice Nagle    4/14/2020

Noble Systems announced it can deploy Noble Contact Center Remote within 48 hours, assisting businesses with a rapid transition to a work from home en…

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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 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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