Verint Adds to VoC Suite

By: Maurice Nagle    5/1/2019

Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…

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Low Customer Churn Doesn't Mean Customers Are Happy

By: Tracey E. Schelmetic    4/30/2019

Providing great customer support is expensive and time-consuming. Many organizations are tempted to cut corners, particularly when their customer chur…

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Combating Burnout in the Call Center

By: Maurice Nagle    4/30/2019

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…

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Women Veterans Can Now Text with VA Call Center

By: Erik Linask    4/29/2019

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…

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8 Reasons to Offer a Callback Service in Your Contact Center

By: Erik Linask    4/29/2019

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…

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A Hybrid Cloud Approach Practical for Contact Centers

By: Laura Stotler    4/29/2019

Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…

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On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

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Inference Eases Virtual Agent Development and Deployment

By: Maurice Nagle    4/24/2019

Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…

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Help Your Call Center Agents Through 'Worst Case Scenarios'

By: Tracey E. Schelmetic    4/23/2019

Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…

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Why Video Can Differentiate Your Customer Experience

By: Erik Linask    4/22/2019

Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…

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A Dynamic and Flexible Approach to Workforce Management in the Contact Center

By: Laura Stotler    4/22/2019

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…

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Why You Have to Measure CSAT and How to do it Right

By: Erik Linask    4/16/2019

While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs…

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Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest    4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…

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CCaaS on Display at Channel Partners

By: Maurice Nagle    4/11/2019

This week, Channel Partners provided the stage for CoreDial to put omnichanel on display. Demonstrations of the CoreNexa contact center solution will …

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Top 4 Tips to Improve Customer Service Experience

By: Special Guest    4/11/2019

There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions …

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How Advanced Analytics Benefit Workforce Management

By: Tracey E. Schelmetic    4/11/2019

Advanced data analytics capabilities built into a modern workforce management solution could identify, for example, that a particular type of call is …

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The Future of CX: Personalized, Immersive Friendly and Very, Very Smart

By: Special Guest    4/10/2019

Customer Experience (CX) is becoming a great priority for Communications Services Providers (CSPs), also known by some as "telcos" and, earlier this m…

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Are You Mapping Customer Journey?

By: Erik Linask    4/8/2019

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…

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How to relate to your customers by educating them about new technologies on the example of VPNs

By: Special Guest    4/8/2019

Marketing approaches have evolved a lot during the last decades becoming more human-centered and empathetic, but also more subtle and sophisticated. T…

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Games in the Contact Center Can Build Cohesion and Make Work Fun

By: Tracey E. Schelmetic    4/4/2019

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…

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Avoid Contact Center Catastrophes with Cloud Technology

By: Erik Linask    4/4/2019

Neither contact centers nor the customers they support have to suffer due to the complexities of managing solutions. Increasingly, businesses are movi…

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Workforce Management at Heart of Organizational Transformation

By: Tracey E. Schelmetic    4/2/2019

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 …

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Avaya Furthers Partnership with Nuance to Add AI-based Natural Speech to Self-Service

By: Tracey E. Schelmetic    4/2/2019

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…

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Fill Onboarding 'Potholes' to Transform Customer Journeys

By: Special Guest    4/2/2019

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…

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Visual Engagement Technology: Overcoming an Over-Reliance on AI in Customer Engagement

By: Special Guest    4/1/2019

There's little debate that the emergence of Artificial Intelligence (AI) has captured the hearts and minds of thought leaders, business people, govern…

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How to Succeed with Proactive IVR Campaigns

By: Erik Linask    4/1/2019

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…

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Noble Systems Making Contact Center Migration to Cloud Easy

By: Erik Linask    3/29/2019

A single code base make transitioning any contact center to the cloud an easy process that doesn't require re-training agents.

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Communication Key to a Successful Performance Management Program

By: Laura Stotler    3/29/2019

Contact center managers need to effectively communicate the scope, goals and demands of performance management programs to their agents and staff memb…

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How electronic visas are changing the way we travel

By: Special Guest    3/27/2019

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…

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Desktop Analytics Provide Call Center Management with Real-Time Analysis

By: Tracey E. Schelmetic    3/26/2019

With previous generations of contact center solutions, interpreting the data they generated generally took an analyst or other dedicated full-time per…

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Why Context is Key to a Personalized Customer Experience

By: Erik Linask    3/25/2019

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 …

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The Secret to Success for Human-Machine Solutions Lies in Human-Machine Planning

By: Special Guest    3/21/2019

The future of Intelligent Virtual Assistants (IVAs) is unfolding and holds tremendous promise. But, the path to progress has not been without pitfalls…

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Noble Systems Shines at Enterprise Connect

By: Maurice Nagle    3/19/2019

Omnichannel contact center solution provider Noble Systems reports a growth in cloud revenue of 40 percent from 2017 to 2018. Showing off cloud capabi…

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Changing the Corporate Culture with Cloud Computing

By: Special Guest    3/19/2019

All organisations have their unique corporate culture that helps it navigate the different organisational functions. Every aspect from decision making…

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Using Caller Intent to Enhance Customer Experience

By: Erik Linask    3/19/2019

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…

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Recipients of the 2019 CUSTOMER Products of the Year Award Announced

By: TMC    3/19/2019

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2019 CUST…

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Mavatar Technologies Joins Sharp Electronic To Bring mCart Shop-able Walls To The Masses

By: CustomerZone360 Staff    3/14/2019

Omnichannel commerce company Mavatar joins electronics manufacturer Sharp's Strategic Technology Alliance Resource (STAR). Mavatar will use its flagsh…

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Improvements in the Contact Center Start with Better Listening & WFM Tools

By: Stefania Viscusi    3/12/2019

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.

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What Is Workforce Management Software and How Can It Help the Call Center?

By: Tracey E. Schelmetic    3/11/2019

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…

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Why Product Education Is Important When Training Sales People

By: Special Guest    3/11/2019

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 …

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Five9 Finds Smart Messaging in WEBTEXT

By: Maurice Nagle    3/11/2019

WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Faceboo…

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On Hold No More: Callback and InQueue Self-Service Options

By: Erik Linask    3/11/2019

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…

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KMS vs CMS: What Are the Differences

By: Special Guest    3/6/2019

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 …

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Consider Gamification to Improve Onboarding in the Contact Center

By: Tracey E. Schelmetic    3/6/2019

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…

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Preparing for Workforce Management in the Contact Center

By: Tracey E. Schelmetic    3/6/2019

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 …

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Nuance Unveils New Agent AI Contact Center Bundle

By: Maurice Nagle    3/5/2019

Nuance unveiled the arrival of a contact center bundle bringing together artificial intelligence and agents to drive productivity via real-time insigh…

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9 Ways Automation Will Improve Customer Experience

By: Erik Linask    3/4/2019

Customer service is overtaking product and price as the determine factor for which brands customers choose. Customers are looking for four key element…

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Effective Contact Center Operations Begins with Analytics

By: Erik Linask    2/28/2019

Managing contact center performance effectively begins with data. Combining the right data with the right analytics tools ensures everyone has the inf…

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There's a Better Way to Use NPS

By: Maurice Nagle    2/28/2019

As a business, you may know your Net Promoter ScoreĀ®, but true growth comes from increasing that score. Do you know how to improve your score? Do you …

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Changing the Corporate Culture of Data Mining to Offset Privacy Concerns

By: Laura Stotler    2/27/2019

A more holistic, organization-wide approach to data mining an analytics can offset privacy concerns and better benefit companies.

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