CUSTOMER NEWS
Aculab Helps IPI Reduce Call Center Identity Verification Time from 38 to 5 Seconds
IPI has partnered with Aculab to deliver an enhanced and more secure customer experience through a voice identity and verification system.
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NICE inContact, Zendesk Pair CCaaS & CRM
NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…
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Superior Customer Service Needs to Be the Norm, Not the Exception
A viral holiday anecdote about excellent customer service at a Chick-fil-A drive-thru should serve as the gold standard for customer engagement, parti…
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Amazon Experienced Some Uncharacteristic Chaos This Holiday Season
While most of us expect Amazon to run like a well-oiled machine during the holiday season - at least from a customer's perspective - even the most org…
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US Real Estate Franchise Moves Contact Center to Cloud with Five9
One US real estate franchise is ensuring it's prepared for the future and making the move to the cloud with Five9. The company announced it was chosen…
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Workforce Management Software Eliminates the Need for Erlang-C
If you manage a call center and you're of a certain age, chances are that you know how to calculate the Erlang-C formula, a mathematical calculation t…
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CUSTOMER Magazine Announces Recipients of the 2019 Customer Experience Innovation Awards
TMC announced today the winners of 2019 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
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7 Convincing Reasons for Outsourcing Your Call Center
You run a successful business, or maybe you've just started. You have a highly ambitious team in place; You have it all figured out. Resources, check.…
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Holiday Tips for the Busy Call Center
The holiday season can be busy and chaotic in the call center, but it's also one of the key times to engage and retain customers. By following a few t…
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Curbing High Turnover in the Call Center
It's no secret that call center work has high turnover rates. The work isn't exactly anyone's dream job, and it's often micro-managed. It's a high-pre…
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A Set of Strategies to Increase Employee Engagement
Employee engagement is critical for all businesses, but it's particularly important for companies with high turnover. The call center industry, which …
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How Casino Software Gives the Player the Best Online Customer Experience
People don't play casino games like they used to. While in years gone by many casino enthusiasts would have had to pay a visit to their favorite casin…
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Diversity Taking Precedence in Today's Workforce
A recent study from ZipRecuriter found that workplace diversity is very important to today's job seekers' when looking for employment. The first annua…
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Noble Named Market Share Leader for Seventh Straight Year
Frost & Sullivan honored Noble Systems with a 2019 Market Share Leadership Award for the North American Outbound Dialing Systems market. This marks th…
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CCaaS Provider Serenova Acquires WFM Technology Platform ProScheduler
Contact center solutions provider Serenova has acquired the technology and hired the team behind the ProScheduler platform from Swedish company Loxyso…
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Verint Upgrades WFM Solution with AI and Automation
Verint Systems has upgraded its Workforce Management (WFM) solution with AI-infused automation and mobility to streamline the forecasting and scheduli…
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The Millennial Generation Needs a Comprehensive Mobile Workforce Strategy
The global workforce is increasingly comprised of millennials and Gen Z workers, making mobility and mobile workforce management a necessity.
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Improvement in Customer Quality Using AI
Surely, most people have noticed by now how technology in total has changed our lives. Even if we don't notice it, it's there and it's made things eas…
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Avaya IX Contact Center with Google Cloud Goes GA
Avaya announced that its Avaya IX Contact Center solutions with Google Cloud Contact Center enhancements are now available for global customers.
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Things to Consider Before Choosing a CRM Solution
Maintaining a comprehensive set of data and insights about customers is a crucial thing to do in today's market. Businesses are turning to data-driven…
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Managing Multiple Data Streams & Platforms In Contact Centers of the Future
One of the unintended consequences of digital transformation within large enterprises and service providers to those enterprises is massive and expone…
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Tijuana Becoming the New Bombay for Call Centers
The growing call center industry in Tijuana Mexico is an attractive option for companies throughout the world looking to save money on outsourcing wit…
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Turning Hold Times into Positive Customer Experiences
here's little more frustrating as a customer than having to wait on hold. What can businesses do to turn hold times into positive experiences for thei…
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The Impact of Poor Customer Experience on Your Bottom Line
Customers are placing a premium on quality service, and will switch brands quickly after a poor experience. The good news is they are also willing to …
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Workforce Insight Buys Key Player in WFM and HCM
Workforce Insight has announced the acquisition of Presence of IT Workforce Management North America, LLC. The merger will allow Workforce Insight to …
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The Value of Older Workers in the Contact Center
While many column inches are regularly devoted to the idea of managing younger workers from the Millennial generation, it's easy to forget that there …
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NovelVox Unveils Enhanced WFM Solution
This week, NovelVox unveiled an enhanced version of Cisco Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache…
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In the Evolving World of CX, the Only Constant is Change
We caught up recently with Milos Djokovic, co-founder and CEO of Eventus Group, based in Denver, Colorado, to learn where he sees CX going over the ne…
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CXone Agent for Salesforce Sees Enhancement
NICE inContact announced improvements to the CXone Agent for Salesforce, empowering omnichannel experiences. The CXone is able to provide a unified in…
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How To Run Your Call Center Smarter
Cloud seems to be the status quo for businesses of all sizes in the modern customer engagement landscape. But what are the real benefits of making you…
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Noble Gamification 2.0 Engages Agents
Noble Systems announced Nobel Gamification 2.0, an omnichannel contact center solution that is building on its award-winning ways.
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AI and Automation Natural Fit for CRM
AI and automation are increasingly being used to improve CRM and customer service. AI is a natural fit for many types of customer interactions across …
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Symantec Debuts Virtual Agent 'Sami' for Online Support
Cybersecurity firm Symantec Corporation has a new employee: an artificial intelligence called "Sami." It should help users of company's security produ…
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GLANCE WINS 2019 CONTACT CENTER TECHNOLOGY AWARD FROM CUSTOMER MAGAZINE
Glance Networks, a leading provider of visual engagement solutions, announced it has been awarded a 2019 Contact Center Technology Award from CUSTOMER…
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U-WFM to Support Denmark Contact Center
Danish firm Duka announced the selection U-WFM's Workforce Management in the Cloud offering for its Hinnerup, Denmark contact center.
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Aspect, Intradiem Introduce Partnership
Intradiem and Aspect Software announced a co-marketing partnership that brings together robust WFO and real time automation for enterprise contact cen…
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Cloud Contact Centre v19 Announced
The latest version of Aspect Software's Cloud Contact Centre offering has been announced. With the release of version 19, agents and supervisors are e…
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Chilean Law to Protect Contact Center Worker Rights Goes into Effect
For many companies, outsourcing contact center services such as customer support to a foreign country makes sense. It saves on labor and allows compan…
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Edify Labs Wins $10 Million in Funding to Transform the Contact Center Market
Edify Labs has won $10 million in seed funding led by First Round Capital to revolutionize the contact center industry with it WebRTC, AI, and cloud-b…
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Is Your IVR Costing You Customers?
Recently, Vonage unveiled the 2019 Vonage IVR survey, illustrating some highly interesting results. Your IVR may be a big reason you keep losing custo…
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The Future of Call Centers Relies on AI
In recent years, companies have put more focus on improving the work conditions in call centers so that agents feel more at ease and enjoy their jobs.…
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6 Digital Trends Disrupting the World of Finance
Emerging technologies in the financial world are changing the way institutions conduct their operations and engage customers. Financial organizations …
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Popular Manchester locations for your next corporate event
There's no denying that corporate events can be somewhat lacklustre and your employees and/or guests can often be left feeling like they were better o…
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The Real Return on Investing in Intelligent CX
With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as "contact…
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Nuance Adds Intelligent Engagement Services, Supports Conversational AI Innovation
Nuance announced the Nuance Intelligent Engagement Platform is making the addition of Intelligent Engagement services as well back end integrations to…
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Aceyus, Upstream Works Software Partners Integrate to Improve Customer Experience Management
Upstream Works Software Partners announced a new partnership with Aceyus, the two aim to merge actionable data with customer experience management to …
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WFMSG Increases Automation in Release 4.4
WFMSG took the wrapping off Release 4.4 of its Community WFM solution. New additions to the platform focused on improving forecasting and schedule opt…
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Trisys is SMB Answer for Call Recording
Just Google it isn't always the answer. Anybody can buy anything on the internet today, but there is something to be said for speaking with another hu…
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CUSTOMER Magazine Announces Winners of the 2019 Contact Center Technology Award
TMC announced the winners of their 14th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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Study Finds Few Workers Understand How AI Affects Them at Work
While we know many technology and solutions providers are building machine learning and artificial intelligence (AI) into their solutions, apps and pl…
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