Using Technology to Help Contact Center Agents Stay Motivated

By: Special Guest    11/9/2018

In this day and age, technology plays a role in nearly everything we do. That holds doubly true at work where we're surrounded by phones, computers, p…

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Pyze Updates Analytics & Engagement Platform

By: Paula Bernier    11/8/2018

Pyze has rolled out a new release of its AI-powered cross-platform analytics and engagement platform.

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Shedding New Light on Customer Experience

By: Cynthia S. Artin    11/6/2018

In the "old world" of customer service, live agents reached by toll-free numbers could only handle one conversation at a time. And while self-service …

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AI, Automation & WFM in the Contact Center

By: Paula Bernier    11/5/2018

How AI, automation, WFM deliver in the contact center.

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Balancing AI and Human Needs on Customer Service Teams

By: Special Guest    11/5/2018

When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with …

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Telarus Extends Aspect Market Reach

By: Maurice Nagle    11/1/2018

Aspect Software announced Telarus as a global Master Agent channel partner. The Telarus network of subagents provides Aspect access to thousands of co…

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WFM Works for Small Contact Centers Too

By: Paula Bernier    10/31/2018

One of the great things about technology today is that it can allow even a small business to operate like a large one. And that holds true of modern w…

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Amazon Connect Sees WFO Integration

By: Maurice Nagle    10/31/2018

Enterprise Information Management provider, OpenText unveiled the availability of OpenText Qfiniti for Amazon Connect. The self-service, cloud-powered…

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Dynamic Recovery Solutions Deploys Speech Analytics

By: Maurice Nagle    10/30/2018

CallMiner announced Dynamic Recovery Solutions is deploying the CallMiner Coach and Analyze modules to improve operational efficiency and performance.…

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Too Good to Be True, Too Wrong to Go Unreported: Beware This Gift Card Scam

By: Cynthia S. Artin    10/29/2018

October is National Cybersecurity Awareness Month, topped off by Halloween, and this year some criminal individual or ring is masquerading as Warren P…

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AgilOne CEO Discusses CDPs, AI, Intelligent Amplification

By: Paula Bernier    10/26/2018

AI-based CDP pioneer Omer Artun of AgilOne talks with The Future of Work Expo organizer Paula Bernier of TMC.

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WFM Delivers Measurable Help Desk & Service Desk Improvements

By: Paula Bernier    10/23/2018

Workforce management makes life easier for help desk and service desk managers, and can provide measurable improvements for these environments and the…

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Twilio Flex Forging the Future of Contact Center Solutions

By: Maurice Nagle    10/19/2018

Twilio announced that Twilio Flex is now generally available. The fully programmable cloud contact center platform touts a growing ecosystem as well a…

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How to Hire Great Agents & Keep Improving Their Performance

By: Paula Bernier    10/18/2018

How to hire, prepare, and continue to improve agent performance and contact center outcomes.

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WFM Allows for Variety - The Spice of Life

By: Paula Bernier    10/17/2018

Workforce management software can allow contact center managers to schedule agents to do a greater variety of tasks. That can serve to keep things mor…

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Connex Captures Extended Access to Verint Customer Engagement Suite

By: Maurice Nagle    10/17/2018

Verint and Connex announced a deepened partnership allowing Connex the ability to provide a further extent of the Verint cloud and on-premises custome…

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Cloud-Based WFM Delivers Broad Benefits

By: Paula Bernier    10/12/2018

WFM software available through the cloud makes it fast and easy for remote workers to tap into the contact center resources they need to get the job d…

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Windstream Enterprise Introduces Omni-Channel Cloud Contact Center Solution

By: Maurice Nagle    10/9/2018

Windstream Enterprise announced enhancements to its XCaaS service, which is now capable of delivering organizations the ability to connect with custom…

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CCaaS Delivers on Scalability and Simplicity for High-Traffic Call Centers

By: Special Guest    10/9/2018

CCaaS offerings allow businesses to reliably connect their end users to distributed call center locations, as well as manage the system locally throug…

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Talkdesk Raises $100M in B Round

By: Paula Bernier    10/5/2018

Most contact center solutions deployed today are around 20 years old. And now it's time for them to go the way of the dinosaur. That's the word from T…

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Aspect Software Unveils Via 18.1

By: Maurice Nagle    10/5/2018

Aspect Software announced the arrival of Aspect Via 18.1. The customer engagement platform received a number of enhancements in the newest version inc…

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What Managers Can Learn from Office Space

By: Paula Bernier    10/4/2018

Bill Lumbergh showed us what not to do. Here are a few tips on what good managers actually do.

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WFO, WFM Can Lower Costs, Increase Value of Contact Centers

By: Paula Bernier    10/2/2018

So what are workforce optimization, workforce management, and analytics? And what are the benefits of such solutions?

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CUSTOMER Magazine Announces Winners of the 2018 Contact Center Excellence Award

By: CustomerZone360 News    10/1/2018

TMC announced the winners of its 13th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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Nest Uses UJET for Customer Service

By: Paula Bernier    9/28/2018

Nest Labs Inc. has alighted on UJET Inc.'s customer service software.

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Nest Uses UJET for Customer Service

By: Paula Bernier    9/28/2018

Nest Labs Inc. has alighted on UJET Inc.'s customer service software.

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Avoid These 5 Pitfalls When Using Technology to Deliver a Great B2B Customer ExperienceRobert C. Johnson

By: Special Guest    9/28/2018

When new technologies emerge and generate a lot of buzz, it's tempting to embrace them, but it's important to assess their utility in delivering a gre…

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Five9 Integrates with TetraVX on Enterprise Contact Center Solution

By: Maurice Nagle    9/26/2018

This week, TetraVX announced a new integration with Five9, putting Five9's cloud contact center software into the nVX solution. The comprehensive offe…

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G3, Genesys Power TPS UC Deployment

By: Paula Bernier    9/26/2018

G3 Comms is outfitting TPS with a unified communications solution as part of a three-year, seven-figure deal.

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4 CRM mistakes that need to be conquered in your business

By: Special Guest    9/21/2018

For some businesses, it's something of a last thought. However, for those that really want to go the extra mile for their customers, investing in a so…

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How to make customers love your next conference stall

By: Special Guest    9/21/2018

They are not going to work for every business out there, but some absolutely rely on the advantages that conferences bring to the table.

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How WFM Messaging Can Drive Engagement, Improvement

By: Paula Bernier    9/20/2018

WFM messaging is an ideal way to get the word out about campaign efforts, company updates, and training logistics. Contact center managers can use mes…

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Shedding New Light on Next Generation Customer Experiences

By: Cynthia S. Artin    9/17/2018

There's a new kind of calling for contact center companies, which are continually morphing into customer experience hubs, and one company has integrat…

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Experts Offer AI Best Practices, Forecasts

By: Paula Bernier    9/17/2018

AI is here today, and there's more to come. Here's what analysts expect in terms of adoption, and what LogMeIn suggests for best AI results.

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What's a Contact Center Solution without WFO?

By: Maurice Nagle    9/13/2018

Twilio announced the acquisition of Ytica, a long time partner and provider of customizable contact center reporting, speech analytics and workforce o…

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Study Highlights Obstacles to Omnichannel

By: Maurice Nagle    9/12/2018

This week, Calabrio announced the results of a new study. "The Danger of Digital: Why digital self-service without true omnichannel strategies risks t…

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Adherence, AI, Integration Key to WFO

By: Paula Bernier    9/11/2018

There are a few other things businesses should look for in their WFO solutions. Here's a quick rundown of some of them.

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Study Illustrates Problems of Workplace Interruptions, Busy Work

By: Paula Bernier    9/10/2018

Interruption in the workplace is having a major negative impact on productivity. That's according to new research by Kronos Inc.'s The Workforce Insti…

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Ensuring Quality in Quality Management

By: Maurice Nagle    9/7/2018

In the contact center, each interaction serves as an opportunity. Business can build a reputation for exceptional customer service, or conversely beco…

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Aspect Appoints CEO

By: Maurice Nagle    9/7/2018

Today, Aspect Software unveiled its new leadership, announcing the appointment of Chris Koziol to the role of Chief Executive Officer promoting the 30…

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How to Prevent Call Center Idle Time

By: Paula Bernier    9/7/2018

There are things that people who oversee contact centers can do to ensure their workers spend more time helping customers and less time sitting idle.

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NewVoiceMedia Showcases Success

By: Paula Bernier    8/30/2018

NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adop…

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CoreDial Unveils Cloud Contact Center Solution

By: Maurice Nagle    8/28/2018

Today, CoreDial officially unveiled CoreNexa, a hosted contact center platform to provide to channel partners. Easily integrated into current CoreDial…

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[24] AIVA Get Emotional Intelligence

By: Paula Bernier    8/28/2018

[24] has imbued its virtual agent AIVA with emotional intelligence. That means the solution can now detect, acknowledge, and respond to user emoti…

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Monet Launches WFM Integration with Amazon Connect

By: Paula Bernier    8/27/2018

Monet Software today announced an integrated offering with Amazon Connect, the online giant's cloud-based contact center service.

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Google Duplex Makes AI Assistants Incredibly Lifelike

By: Paula Bernier    8/23/2018

Artificial intelligence is not perfect. But it's pretty darned good. Just consider the AI assistant Duplex that Google demonstrated in May.

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Ooma, Talkdesk Come Together on Contact Center Solution

By: Maurice Nagle    8/22/2018

Talkdesk and Ooma unveiled a partnership that will bring about the integration of the Talkdesk contact center platform with the Ooma UCaaS solution. T…

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Cloud Contact Center Clear AI Match

By: Paula Bernier    8/22/2018

Cloud adoption and the fact that contact centers are a rich source of data make them ideal candidates to benefit from AI, suggests Five9 CEO Rowan Tro…

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Crafting Call Center Scheduling with WFM

By: Maurice Nagle    8/17/2018

Workforce management (WFM) software is crucial to creating an environment for success in your call center. Applied appropriately and the results will …

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Quantiphi Integrates Google Cloud's Contact Center AI

By: Paula Bernier    8/17/2018

Quantiphi Inc. has integrated Google Cloud's Contact Center AI solution with its own offering.

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