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CUSTOMER NEWS

OnviSource Announces Voicegain Speech Recognition Integration

By: Luke Bellos    11/4/2021

OnviSource and Voicegain have formed a strategic partnership to enable business users to convert contact center interactions into text for experience …

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How Bitcoin Mechanics Can Enhance Customer Experience

By: Contributing Writer    11/3/2021

Back in 2009, Bitcoin entered the scene and automatically had a reputation associated with dark web transactions. The reason for this is because Bitco…

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Durham Reports Quicker Response Times for 911 Calls, But Falls Short of Expectations

By: Luke Bellos    11/2/2021

The emergency call center in Durham, North Carolina recently made efforts to improve emergency call response times after losing a significant number o…

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ISG Report Finds Contact Centers Accelerating Adoption of New Tech

By: Luke Bellos    10/29/2021

ISG has announced the release of its 2021 Provider Lens Contact Center - Customer Experience Services Global report, uncovering how contact centers ha…

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5 Common Customer Service Hurdles for Businesses

By: Contributing Writer    10/28/2021

With increased competition, strong customer service has become critical to a company's success. However, a desire for customer-centricity and a firm's…

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Q2 and Glia Announce Integrated Offering for Digital Banking Experience

By: Tracey E. Schelmetic    10/28/2021

Customers like digital banking. Even before the COVID-19 pandemic, a record number of customers were logging on for banking customer support. Accordin…

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LiveVox Introduces New Workforce Management Mobile App

By: Tracey E. Schelmetic    10/27/2021

In today's challenging environment, particularly with the rise in remote work due to the pandemic, running a contact center efficiently while keeping …

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Twilio Engage Platform Puts Omnichannel Marketing in Focus

By: Luke Bellos    10/26/2021

CPaaS leader Twilio recently announced the launch of Twilio Engage, a new growth automation platform which allows customers to create more personalize…

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Don't Be Afraid of Negative Reviews. They Can Help Your Business

By: Special Guest    10/22/2021

Reviews play a critical role in the customer buying journey. Unlike what many business owners think, consumers aren't just skimming reviews before the…

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Demand for Agents Skyrockets Amid a New Era of Customer Service: Real-world Recruitment and Retention Plans

By: Special Guest    10/22/2021

The pandemic has turned the workforce upside down as millions of people worldwide remain unemployed, and many are looking to greener pastures in the w…

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Sharpen Secures Top Spot on IBJ's Fastest Growing Business List

By: Luke Bellos    10/20/2021

Sharpen Technologies was selected by Indiana Business Journal as the fastest growing private company in Central Indiana, according to IBJ's annual Fas…

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The Future of Work: A Skills-based Flex Economy

By: Erik Linask    10/20/2021

While the gig ecoonomy has been growing steadily, Shiftsmart sees the next evolution, a flex economy, as the new future of work employment model in co…

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Bridging the Experience Gap: First Interaction Resolution is the Holy Grail of Great Customer Experiences

By: Arti Loftus    10/20/2021

The world of contact centers and customer service continues to evolve as consumer lives become increasingly connected, digital and diverse. There are …

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Verint Celebrates Leader Status

By: Luke Bellos    10/19/2021

Verint has been recognized by CRM Magazine as an industry leader in workforce optimization, as well as in contact center analytics.

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6 Benefits of Document Scanning Services for Businesses

By: Contributing Writer    10/19/2021

Document scanning involves converting paper documents into digital images for easy access, improving productivity, and cutting costs. It allows you to…

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LiveVox Offers Easier Application Access with SmartStart Program

By: Luke Bellos    10/15/2021

To help customer service access valuable applications without delay, LiveVox has launched the SmartStart program to offer immediate support.

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Dominos Brings Social Media Customer Support into the Contact Center

By: Tracey E. Schelmetic    10/15/2021

Giant pizza chain Dominos recently took steps to improve the integration between social media and the call center. The company recently announced that…

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Khoros Introduces Contact Center Enhancements with Autumn Innovation Release

By: Luke Bellos    10/15/2021

Khoros, a leader in customer engagement solutions for businesses and enterprises, has announced new contact center capabilities to meet the new demand…

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Top 5 largest technology companies and which startups to keep on eye on in 2022

By: Contributing Writer    10/14/2021

Technology companies have become a dominant driver of economic growth, consumer preferences and financial markets. For example, the largest technology…

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Watson Assistant Uses AI to Drive Better Customer Engagement

By: Tracey E. Schelmetic    10/13/2021

Last month, IBM announced new updates to Watson Assistant, the company's intelligent virtual agent, to help businesses leverage AI and natural languag…

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Moving Past an Outdated Perception of Chatbots

By: Luke Bellos    10/12/2021

Chatbots have a maintained reputation for being ineffective and underdeveloped, but deserve new attention after years of fine-tuning.

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What to Look for When Deciding on a Collection Agency

By: Contributing Writer    10/12/2021

There's certain things that happen to every entrepreneur. Your first big sale, the first time one of your clients recommends you to someone elseā€¦ and …

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Best Practices for Law Firm Customer Service

By: Contributing Writer    10/12/2021

Customer service isn't an easy aspect of any business. In fact, it can be one of the hardest areas to perfect, whether it's your primary offering or o…

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All Eyes on Thankful as AI Platform Raises $12M in Series A Funding

By: Stefania Viscusi    10/8/2021

Venice, Calif-based Thankful, an AI customer service platform that takes services to the next level, is quickly gaining attention as it just announced…

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CUSTOMER Magazine Announces Recipients of the 2021 Customer Experience Innovation Awards

By: CustomerZone360 News    10/8/2021

TMC announced today the winners of 2021 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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Building a Flexible, Data-Driven Patient Satisfaction Strategy

By: Tracey E. Schelmetic    10/7/2021

While healthcare might not seem at first glance to be a very customer-driven industry, in reality, patients ARE customers, and they expect the same ki…

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How COVID-19 has impacted trust in HR, and what HR can do to improve it

By: Contributing Writer    10/7/2021

When facing a crisis, like COVID-19, it's important for employees to be able to trust their HR teams. Thankfully, almost a third (32%) of respondents …

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Radical Inc.Deploys Call-Back Feature For More Than 20 Retail Brands

By: Luke Bellos    10/5/2021

Radical Inc. has reportedly found higher levels of abandonment rates and improved customer satisfaction after deploying Fonolo's Voice Call-Back solut…

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Study Finds Ecommerce Brands Struggling to Meet Current CX Expectations

By: Luke Bellos    10/1/2021

A new study by Simplr has found that a significant number of ecommerce brands do not have the necessary capabilities to address common customer inquir…

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Thankful AI Emerges from Stealth Mode to Solve Customer Problems

By: Tracey E. Schelmetic    10/1/2021

How much of our lives do we spend trying to engage with companies' customer support processes? Too much, according to a company called Thankful AI tha…

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Government Agencies Should Strive for Quality Customer Service

By: Luke Bellos    9/28/2021

As the business world finally recognizes the value of proper customer service, government agencies are failing to adapt to the service needs of citize…

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Contact Center Modernization: 5 CX Trends for 2021

By: Special Guest    9/28/2021

The year 2020 witnessed both an increase in businesses and a broad stop in the economy, which may appear strange at first glance. As a result of this …

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Growing Your Call Center With Virtual Phone Systems

By: Special Guest    9/28/2021

Virtual phone systems are taking the world of call centers by storm. This is because of the huge advantages associated with them. The truth is we are …

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Gnani.ai Releases New Voice Biometrics Solution armour365

By: Luke Bellos    9/23/2021

Gnani.ai announced the launch of armour365, a new solution offering added protections against the rising fraud and cybercrime activity across the glob…

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Semafone Files Patent Infringement Suits Over Its DTMF Masking Technology

By: Tracey E. Schelmetic    9/23/2021

In an era in which call centers are frequently tasked to accept customer's credit card payments over the phone, there is increased risk for misuse of …

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BeyondCX By Genesys Offers Call Center Agents Emotional Training

By: Luke Bellos    9/23/2021

Genesys has developed a new training program for call center agents that focuses on soft skills for a more human, emotionally aware experience.

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Legion Introduces Four New Modules to WFM Solution

By: Luke Bellos    9/21/2021

WFM platform provider Legion announced four new modules to help businesses analyze and automate employee-related tasks.

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Proper Onboarding Practices Can Help Reduce Turnover in the Call Center Space

By: Laura Stotler    9/17/2021

The call center space has notoriously high turnover rates. Proper onboarding practices can help reduce churn while ensuring new agents are engaged and…

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Dialpad Announces Acquisition of Kare Knowledgeware

By: Luke Bellos    9/17/2021

CX platform provider Kare Knowledgeware has been acquired by Dialpad, further enhancing the company's initiative of improving customer experiences.

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NICE and Bell Canada Form Agreement to Expand CXone Availability

By: Luke Bellos    9/16/2021

Customer experience solutions leader NICE has announced a new strategic agreement with Bell Canada, in an effort to expand the availability of the NIC…

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Shifting Focus to Customer Experiences Can Ensure Long Term Business Success

By: Luke Bellos    9/14/2021

Customer experiences should no longer be an afterthought for business development, as research has demonstrated the potential value of retaining a loy…

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Enigmai to Test New WFM Business Suite in Tel-Aviv

By: Stefania Viscusi    9/10/2021

Workforce management improvements are important in the call center. In the municipal setting this importance is even greater. Having efficient, produc…

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NLP Startup Cohere Snags $40 Million in Fresh Funding

By: Luke Bellos    9/10/2021

Cohere, a small company focusing on natural language processing models for artificially intelligent systems, has secured $40 million in investment fun…

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RevSpring's Outbound IVR Solution Now Available with Epic EHR Solution

By: Tracey E. Schelmetic    9/9/2021

While electronic health records (EHR) are mandated in U.S. healthcare settings, the rollout of the technology has been bumpy, often because different …

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CUSTOMER Magazine Announces Winners of the 2021 Contact Center Technology Award

By: CustomerZone360 News    9/9/2021

TMC today announced the winners of their 16th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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Plivo Survey Finds Back to School Shoppers Favor Retail Communications Most

By: Luke Bellos    9/8/2021

A new survey from Plivo finds that back to school shoppers are more likely to opt in to direct messaging marketing campaigns.

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Survey Finds Call Center Agents Concerned About Future of Automation

By: Luke Bellos    9/3/2021

Artificial intelligence still has a long way to go before becoming capable of fully taking over human contact center responsibilities, but human agent…

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TCN Releases Online Guide for Managing Call Center Agents

By: Tracey E. Schelmetic    9/2/2021

Managing call center agents isn't the same job it was 20 years ago. Today, agents are more likely to be geographically dispersed (from home or remote …

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Level AI Launches to Transform Customer Interactions

By: Stefania Viscusi    9/2/2021

In a move to continue advancing how organizations deliver customer service, Level AI, a company founded by former Amazon Alexa product leader Ashish N…

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If Your Customers Can't Reach Your Agents, They Won't Be Customers For Long

By: Erik Linask    9/1/2021

Customer loyalty is fragile, so businesses need to invest in the cloud communications and contact center solutions to ensure their agents are able to …

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