CUSTOMER NEWS
Automated Coaching is the Next Phase of Workforce Management
Automated and AI-based coaching technologies are being integrated into workforce management and contact center solutions to help agents improve their …
Read More
Five9's Continued Success Shows Cloud and AI are the Future of Work
Five9 announced increases in quarterly revenues, driven by its enterprise business and continued migration of contact centers to the cloud.
Read More
Analyst Group Predicts Brisk Growth in Cloud-Based Workforce Management Solutions
As companies strive to do more with less workforce, workforce management becomes a critical element of operations. Workforce management, deployed prop…
Read More
DMG Delivers Verint Top Marks
A new report from DMG consulting - 2019/2020 Intelligent Virtual Agent Product and Market Report - put Verint front and center. The VoC solution provi…
Read More
AI Technology Will Improve the Workplace for Customer Service Agents
AI and virtual assistant technologies stand to transform the entire customer service industry, improving the speed and quality of customer service whi…
Read More
Reducing Customer Level of Effort by Automating Capture of Outcomes and Insights
One of the key pillars in assessing the effectiveness of customer service, and the quality of each customer's experience, is to reduce the effort requ…
Read More
AI Already Improving Customer Service and Transforming the Call Center
AI has already made major inroads in customer service and is set to transform the entire contact center industry, improving both customer and agent en…
Read More
The Next Level of Agent Training: Teaching Empathy, Organization and Communication
It's 2019, and we tend to still consider call center work "low skilled." While once upon a time, this may have been the case, customer support today i…
Read More
Verint Riding Wave of Accolades
Verint, also self-proclaimed "The Customer Engagement Company", had the latter confirmed in not one, or two but three customer service evaluations boa…
Read More
Boost Agent Performance in the Contact Center by Returning to Basics
The contact center is a complex place today. We have so many channels, so many solutions, so many screens and so many processes, that agents - once cu…
Read More
What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans
Gartner's Hype Cycle traditionally shares the "peak of inflated expectations" and the "trough of disillusionment" that precede the "plateau of product…
Read More
Why Speech Analytics Aren't Optional
In the contact center, speech analytics are invaluable. For firms not embracing this future-forward approach the ignorance is certainly not bliss. Let…
Read More
Cloud or On-Premises Contact Center: It's Your Choice
Frost & Sullivan's Nancy Jamison speaks with Noble Systems CEO Jim Noble about the single-code base that allows customers to easily move their contact…
Read More
How Your Agents Talk to Customers Matters
How your agents speak and the words they choose to use when responding to customers needs is directly related to the end result of the call. Upbeat ac…
Read More
Verint Solutions 'Magical'
This week, Verint was the only vendor to be recognized in two 2019 Gartner Magic Quadrants. Specifically, the customer engagement company earned accol…
Read More
Reducing Stress in the Call Center is Good for Business
If you made a list of the top 10 most stressful jobs, there's a good chance that call center agent would land on it somewhere, alongside "emergency ro…
Read More
Innovative Ways to Make Visual IVR Work For You
Visual IVR merges IVR with digital technology, bringing it to smartphone and other digital device screens to give customers a user-friendly and easy-t…
Read More
County Council Selects Verint to Improve Engagement
The Hertfordshire County Council recently announced the selection of Verint's government and public sector portfolio, making the management of governm…
Read More
CUSTOMER Magazine Announces Winners of the 2019 CRM Excellence Award
TMC announced the winners of its 20th Anniversary CRM Excellence Award.
Read More
DVSAnalytics Announces Salesforce Integration
DVSAnalytics announced an advanced Salesforce integration for the Encore Workforce Optimization (WFO). The quality management and WFO firm is engineer…
Read More
Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers
Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.
Read More
Tips for the 'Nesting' Stage of Call Center Agents
What is "nesting?" Nesting, sometimes known as the transition stage, is the point at which new call center hires are finished with their classroom tra…
Read More
Creating Custom IVR Applications for Your Contact Center
When most people think "IVR," they think of the basic inbound IVR systems that, frankly, don't do the modern IVR justice. Today's IVR systems can do m…
Read More
Finance Industry Banking on AI to Improve the Customer Experience
The use of AI and automation is on the rise in the banking, financial services and insurance sectors. Financial customer service is an ideal fit for a…
Read More
Motivation and Rewards Are Essential to a High Functioning Workforce
While there are many moving parts to properly managing a workforce, it's the soft skills - the ability to understand and motivate people - that often …
Read More
CallCabinet, Call Journey Unveil Contact Center Solution
CallCabinet announced a new partnership with Call Journey to introduce conversation analytics to an already robust call recording solution.
Read More
Trends that will Improve the Customer Service Experience in 2020
Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…
Read More
Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?
Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center…
Read More
Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19
Even as companies in the contact center and "CX" industry continue to push self-service, chatbots, social messaging apps and "automation" that enable …
Read More
Increasing Contact Center Efficiency While Reducing Costs
Modern contact center technologies allow customer service teams to operate much more efficiently to reduce cost per interaction, increase customer sat…
Read More
What is Workforce Management and Why Do I Need it in 2019?
As older workforce retires and makes way for younger Millennials and Gen Y, even the style in which workforces are being managed is shifting. All of t…
Read More
Business Tips Every Beginner Must Know
There's no doubt that running a business takes a lot of time and effort. For someone who has just begun in this field, it's important that you have a …
Read More
New Growth and New Customers for 8x8 Contact Center
The goal of a cloud-based contact center solution should be to enable an optimal customer experience by matching each customer with the best agent, re…
Read More
Can Software Truly Improve Performance and Outcomes for Large Contact Center BPOs?
High turnover translates into high costs for recruiting and training, diminished employee productivity, and low morale among the very people who are i…
Read More
Using Analytics to Improve Workforce Management
Most businesses collect and store huge amounts of data as a routine course of action. But often that data sits unanalyzed. A proper WFM solution can p…
Read More
Getting to Know Your Customers: How IVR Helps Make Surveys Fast and Effective
How much do you know about your customers, their experiences, and their needs? The fact is, the more you know, the more you are able to adapt your ent…
Read More
Monet Solution Makes Club Med Contact Center Scheduling a Day at the Beach
Club Med's use of spreadsheets to schedule its contact center agents and forecast customer service demand levels was outdated and unreliable. The comp…
Read More
Workforce Management Today: Overseeing Multi-generational Employees
Today's workplace is more diverse than ever before. As Baby Boomers transition out of their roles and Gen Y enters, the age range of workers is expans…
Read More
Promero, BrightPattern Partner to Provide Omnichannel
BrightPattern and Promero unveiled a new partnership, which brings together a midsize and enterprise contact center software provider and a CX firm wi…
Read More
Are You Leveraging Your Greatest Asset for Advocacy?
When it comes to customer engagement, there's no better resource than your brand advocates. With so many buying options, advocacy carries more weight …
Read More
Why Call Centers Need WFM
Call centers have become a key focus for businesses when it comes to growth and brand loyalty. Once viewed simply as "cost centers," or a place to man…
Read More
In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics
All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.
Read More
Preventing Customer and Agent Turnover Is Your Best Workforce Management Strategy
In the contact center, managers spend a great deal of time preventing turnover. Customer turnover, since it costs far more to acquire a new customer t…
Read More
TechnologyOne Turns to Cloud Communications
Australia-based enterprise software as a service (SaaS) firm TechnologyOne announced the selection of RingCentral's cloud communications platform to p…
Read More
Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?
Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…
Read More
Making Your Entire Organization Part of the Unified Customer Experience
In building a truly customer-centric operation, businesses must flip the traditional model on its head. Instead of the contact center supporting the r…
Read More
Verint Unveils WFM Industry First
Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …
Read More
Appian Intelligent Contact Center Sees Twilio Addition
Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…
Read More
Reversing the Call Center Turnover Trend
Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…
Read More
Is Your Contact Center Ready for Millennials?
As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…
Read More