CUSTOMER NEWS
Verint Adds to VoC Suite
Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…
Read More
Low Customer Churn Doesn't Mean Customers Are Happy
Providing great customer support is expensive and time-consuming. Many organizations are tempted to cut corners, particularly when their customer chur…
Read More
Combating Burnout in the Call Center
Burnout is not something to take lightly. From time to time we all need to take a "mental health day" or employ practices to combat the drain from out…
Read More
Women Veterans Can Now Text with VA Call Center
The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…
Read More
8 Reasons to Offer a Callback Service in Your Contact Center
Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…
Read More
A Hybrid Cloud Approach Practical for Contact Centers
Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…
Read More
On-Premise vs Cloud-Based: Which System Is Best for You
Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …
Read More
Inference Eases Virtual Agent Development and Deployment
Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…
Read More
Help Your Call Center Agents Through 'Worst Case Scenarios'
Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…
Read More
Why Video Can Differentiate Your Customer Experience
Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…
Read More
A Dynamic and Flexible Approach to Workforce Management in the Contact Center
Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…
Read More
Why You Have to Measure CSAT and How to do it Right
While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs…
Read More
Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?
ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…
Read More
CCaaS on Display at Channel Partners
This week, Channel Partners provided the stage for CoreDial to put omnichanel on display. Demonstrations of the CoreNexa contact center solution will …
Read More
Top 4 Tips to Improve Customer Service Experience
There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions …
Read More
How Advanced Analytics Benefit Workforce Management
Advanced data analytics capabilities built into a modern workforce management solution could identify, for example, that a particular type of call is …
Read More
The Future of CX: Personalized, Immersive Friendly and Very, Very Smart
Customer Experience (CX) is becoming a great priority for Communications Services Providers (CSPs), also known by some as "telcos" and, earlier this m…
Read More
Are You Mapping Customer Journey?
In order to fully understand what motivates customers and to be able to adjust processes, it's important to look at and analyze the entire customer jo…
Read More
How to relate to your customers by educating them about new technologies on the example of VPNs
Marketing approaches have evolved a lot during the last decades becoming more human-centered and empathetic, but also more subtle and sophisticated. T…
Read More
Games in the Contact Center Can Build Cohesion and Make Work Fun
The contact center is a difficult place to work. It's a high-pressure environment, it's noisy, it's busy and sometimes tempers get short. Customers ca…
Read More
Avoid Contact Center Catastrophes with Cloud Technology
Neither contact centers nor the customers they support have to suffer due to the complexities of managing solutions. Increasingly, businesses are movi…
Read More
Workforce Management at Heart of Organizational Transformation
Once upon a time, "workforce management" was as simple as a time clock, and a lot of manual tabulation by a manager. While keeping track of the hours …
Read More
Avaya Furthers Partnership with Nuance to Add AI-based Natural Speech to Self-Service
Self-service is important to the contact center for many reasons. For starters, most people who get in touch with your company WANT to resolve their o…
Read More
Fill Onboarding 'Potholes' to Transform Customer Journeys
In an age of "click and get it done," customers are conditioned to expect business interactions to be simple, speedy and convenient. Applying for a cr…
Read More
Visual Engagement Technology: Overcoming an Over-Reliance on AI in Customer Engagement
There's little debate that the emergence of Artificial Intelligence (AI) has captured the hearts and minds of thought leaders, business people, govern…
Read More
How to Succeed with Proactive IVR Campaigns
While Interactive Voice Response (IVR) systems have been in use for decades and are still a key part of customer service, new technologies including m…
Read More
Noble Systems Making Contact Center Migration to Cloud Easy
A single code base make transitioning any contact center to the cloud an easy process that doesn't require re-training agents.
Read More
Communication Key to a Successful Performance Management Program
Contact center managers need to effectively communicate the scope, goals and demands of performance management programs to their agents and staff memb…
Read More
How electronic visas are changing the way we travel
Electronic visas have been around for quite some time now, but it seems that they boomed in the past few years. More and more countries adopt the elec…
Read More
Desktop Analytics Provide Call Center Management with Real-Time Analysis
With previous generations of contact center solutions, interpreting the data they generated generally took an analyst or other dedicated full-time per…
Read More
Why Context is Key to a Personalized Customer Experience
In today's digital age, where just about anything can be accomplished online, customers have taken to self-service options as a first step in problem …
Read More
The Secret to Success for Human-Machine Solutions Lies in Human-Machine Planning
The future of Intelligent Virtual Assistants (IVAs) is unfolding and holds tremendous promise. But, the path to progress has not been without pitfalls…
Read More
Noble Systems Shines at Enterprise Connect
Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capabi…
Read More
Changing the Corporate Culture with Cloud Computing
All organisations have their unique corporate culture that helps it navigate the different organisational functions. Every aspect from decision making…
Read More
Using Caller Intent to Enhance Customer Experience
We live in a new world of customer expectations, where data and analytics rule the day and companies that are able to more effectively turn customer d…
Read More
Recipients of the 2019 CUSTOMER Products of the Year Award Announced
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2019 CUST…
Read More
Mavatar Technologies Joins Sharp Electronic To Bring mCart Shop-able Walls To The Masses
Omnichannel commerce company Mavatar joins electronics manufacturer Sharp's Strategic Technology Alliance Resource (STAR). Mavatar will use its flagsh…
Read More
Improvements in the Contact Center Start with Better Listening & WFM Tools
Here are 3 things call centers should focus on now to start improving how they're listening and reacting to customers to drive quality scores.
Read More
What Is Workforce Management Software and How Can It Help the Call Center?
Workforce management (WFM) is a collective term for all the processes that a contact center undertakes to ensure it has the right number of representa…
Read More
Why Product Education Is Important When Training Sales People
Sales can be equally challenging and rewarding for your team, but without the proper education on the company's products and services, your team will …
Read More
Five9 Finds Smart Messaging in WEBTEXT
WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Faceboo…
Read More
On Hold No More: Callback and InQueue Self-Service Options
Waiting on hold can be one of the most frustrating experiences for customers and, even if issues are ultimately resolved, there is often a negative pe…
Read More
KMS vs CMS: What Are the Differences
Every business today must place a great emphasis on constantly searching for an edge. The competition is so fast and broad that one moment's rest can …
Read More
Consider Gamification to Improve Onboarding in the Contact Center
In the contact center, recruiting and hiring tend to take the lion's share of time and attention. It's easy to forget, therefore, about the importance…
Read More
Preparing for Workforce Management in the Contact Center
As contact centers are continually under pressure to improve the customer experience while keeping costs under control, one of the best ways to do so …
Read More
Nuance Unveils New Agent AI Contact Center Bundle
Nuance unveiled the arrival of a contact center bundle bringing together artificial intelligence and agents to drive productivity via real-time insigh…
Read More
9 Ways Automation Will Improve Customer Experience
Customer service is overtaking product and price as the determine factor for which brands customers choose. Customers are looking for four key element…
Read More
Effective Contact Center Operations Begins with Analytics
Managing contact center performance effectively begins with data. Combining the right data with the right analytics tools ensures everyone has the inf…
Read More
There's a Better Way to Use NPS
As a business, you may know your Net Promoter Score®, but true growth comes from increasing that score. Do you know how to improve your score? Do you …
Read More
Changing the Corporate Culture of Data Mining to Offset Privacy Concerns
A more holistic, organization-wide approach to data mining an analytics can offset privacy concerns and better benefit companies.
Read More