CUSTOMER NEWS
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.
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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…
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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 …
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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…
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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…
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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 …
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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…
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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 …
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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…
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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…
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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…
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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 …
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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.
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Radisys Adds Advanced Speech Recognition to Its MediaEngine Product
As the world becomes more automated and communications become smarter and more analytical, speech recognition becomes a critical element of communicat…
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CXaaS as the Cloud Takes 0n More and More Contact Center Communications
The impact of cloud on contact center operations continues to grow, even as the industry is well into its second decade of leveraging cloud for everyt…
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Eliminating Customer Frustrations with Self-Service Options
Good self-service options not only solve customers' problems, but they also give customers a sense of accomplishment and reduce the frustration that o…
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Using AI to Deliver Customer Care in a Digital World
businesses that deliver a high level of digital customer service are seen favorably by customers, making it imperative that companies have solid digit…
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Your Customers Want to Text You More Than They Want to Talk
Your customers don't particularly like talking to you on the phone. Don't take it personally. Don't get us wrong. They may like you, and like your com…
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Putting Performance Management in Perspective
Workforce management software is a strong way to drive performance in the contact center. In customer service, there's no time to rest on laurels, as …
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NovelVox Unveils Credit Union Unity
This week, NovelVox unveiled the Credit Union Unity portfolio for contact centers. The newly released suite is geared to meet the specific needs - i.e…
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Why Cloud is the Path to Modernizing Your Contact Center
The need to transform contact centers and meet customers on their terms is precisely why so many mid-market businesses are moving to cloud contact cen…
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5 Ways to Ensure Your Business is One Step Ahead of Your Competitors
The success of all companies involves their ability to stay one step ahead of their competition. By improving your market position, you're more likely…
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How IVR Can Boost Profitability
Modern IVR is full of capabilities that integrate with other business solutions and processes to make the most of customers' time on the phone - for b…
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How Should Digital Transformation Change Workforce Management?
If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact ce…
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Workforce Management Feeds Workforce Optimization
At its core, workforce management is about forecasting. It's about predicting the volume of customer contacts (calls, emails, etc.), using those predi…
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CUSTOMER Magazine Announces Winners of 3rd Annual Workforce Optimization Innovation Awards
TMC announced today the winners of the 2018 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
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CUSTOMER Magazine Announces Recipients of the 2018 Customer Experience Innovation Awards
TMC announced today the winners of 2018 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
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Bright Pattern, Paxyl Partner to Proliferate Omnichannel Contact Center Presence
Bright Pattern announced a new partnership with Paxyl Solutions, enabling the new partner to offer mid-market and enterprise customers user-friendly, …
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HIMSS to Serve as Stage for Spok Contact Center Solution Release
Spok Holdings is demonstrating its cloud-native enterprise communications platform that includes a fully integrated healthcare contact center with cli…
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Why Your Small Customer Support Operation Needs Workforce Management
Workforce management is for huge companies…right? In small contact centers or support centers, the hairy eyeball of the supervisor should be enough to…
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How to Identify and Eliminate the Pain Points across the Customer Journey
Discovering the root cause of a customer experience friction point requires a classification model that incorporates an exhaustive list of that compan…
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Ending Team Silos By Improving Process Flows
Establishing communications links between software tools, as well as humans, can help prevent dangerous "team silos" from gaining a foothold in your o…
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The New Digital Workforce is Transforming the Workplace
The implementation of digital workers like AI and automation is transforming the very nature of human work.
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Survey: Sifting Through Security and Compliance Challenges While Striving To Deliver a Great CX
Sift released a new survey tackling issues associated with ensuring innovative communications services that don't compromise privacy regulations or pe…
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Aligning Your Sales and Marketing Strategies for Maximum Results
Teach your sales and marketing departments to work together, and you'll have more success.
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Artificial Intelligence Is Driving New Virtual Assistant Tools in Customer Support
Artificial intelligence (AI) has been revolutionary for solutions that support networking, logistics, diagnosis, public safety and manufacturing. AI h…
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Assessing Contact Center Agents for Empathy Skills
If you run a contact center, you're probably proud of your agent training program. (If you're not, hopefully you're figuring out a way to change it.) …
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Contact Center Serving Solutions to Federal Employees Impacted by Shutdown
The partial government shutdown is impacting many people in many ways, but Eli Lily and Company is doing what it can to make sure diabetics are receiv…
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Is There a Place for Emojis in the Contact Center?
Most of us love emojis. Those little digital icons that convey love, happiness, anger, sadness, encouragement or revulsion have become integral to our…
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The 6 Essential Elements of a Professional Invoice
No matter if you're a freelancer or a large company, providing professional invoices is an important part of the accounting and expense tracking proce…
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Second That Emotion: How Feelings Impact Brand Loyalty
Recent studies, including this from PWC, show that as popular as digital assistants and chatbots have become, human beings still appreciate the abilit…
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Zappix Announces Amazon Alexa Integration
Zappix announced integration with Amazon Alexa to elevate the customer experience. Unveiled at NRF's BIG Show this week, the new integration will be a…
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Incessant Tech: Redefining the Future of Work with Digital Automation Strategies
As businesses continue to undergo their digital transformation projects, many of them are looking to automation as part of the answer. Hear more at Fu…
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There a CRM for Shopify? Yes, Here Are its Best Features
Shopify has quickly become one of the top players in the ecommerce space with a user-friendly interface for e-tailers around the world. A major factor…
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Kronos Notes Importance of AI, ML
The Workforce Institute at Kronos in its 2019 predictions notes that artificial intelligence and machine learning are among the key trends impacting w…
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Wounded Warrior Project Picks Talkdesk
Wounded Warrior Project (WWP) announced the selection of Talkdesk's enterprise contact center platform to support the WWP's warrior Resource Center in…
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Speech Analytics, WFO Make Contact Centers Smarter
Contact centers are becoming more sophisticated in their ability to analyze and act on customer behavior. Speech analytics and workforce optimization …
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Thirty Tech Trends from Wikibrands and Thirty CX Intersections
Sean Moffit, managing director @wikibrands, last year published this infographic of what he sees as "The 30 Technologies of the Next Decade." Robert B…
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Thirty Tech Trends from Wikibrands and Thirty CX Intersections
Sean Moffit, managing director @wikibrands, last year published this infographic of what he sees as "The 30 Technologies of the Next Decade." Robert B…
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Advanced WFM Software is Worth the Investment
Advanced WFM software can create great new efficiencies that lower costs, free people from repetitive work, allow them to focus on more important thin…
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