CUSTOMER NEWS
CallMiner Unveils New and Improved Eureka Coach
This week, CallMiner unveiled the newest release of Eureka Coach, its agent management platform. The cloud-powered contact center solution leverages C…
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VoiceBase Venture Redefines R & D
VoiceBase announced a partnership with the University of Sheffield to create the Centre for Speech & Language Technology. Led by the VoiceBase team an…
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Listen, Learn, and Help - The Keys to Success
This story is about the importance of anticipating needs, caring and addressing complaints in a timely manner, listening, and valuing people over proc…
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A Few Phrases for Your Call Center Script
Call center agents are instructed to always answer the phone with a smile, but beyond first impressions the language used over the course of a custome…
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Aspect Unwraps CXP 18
Today, Aspect Software took the wrapping off of the PCI II compliant Aspect CXP 18 at ICMI Contact Center Expo. The new release is aimed at empowering…
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Aspect Awards Trends Top Honors
Aspect Software recently honored its partners, spotlighting Trends as 2017 Worldwide Partner of the Year Award as well as the New Logo Sales Award. Tr…
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8x8 on AI Bolstering Bender
This week, 8x8 announced the acquisition of Silicon Valley startup MarianaIQ (MIQ), making another AI notch on the cloud communication provider's belt…
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Kronos and Microsoft Partner on Streamlining Reports and Requests
Kronos Incorporated will collaborate with Microsoft, via the Workforce Dimensions Technology Partner Program, on new solutions for easing workforce ma…
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Teleopti Brings AI to WFM
Teleopti is employing AI that learns from customer data. This machine learning uses dynamic decision trees to allow for the creation and setting of sh…
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Bright Pattern Announces Integration with Google on Text-to-Speech
In a recent release, Bright Pattern recently announced its integration with Google Cloud Text-to-Speech.
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Speech Analytics: 5 Key Benefits for Contact Centers
Speech analytics can add lots of value and significant return from the customer service department of a contact center. Here, are five key things to e…
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Why Data Analytics Is Important to Employee Engagement, Retention
Every time an employee makes an exit, you need to spend more time and money recruiting, hiring, onboarding, and getting new people up to speed. And wh…
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VOX Partners with Ocular on O!Connect
O!Connect is VOX's hosted contact center solution, based on Aspect Software and delivered in partnership with Ocular Technologies.
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How Customer Service Can Get Onboard with Digital Transformation
For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…
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How Customer Service Can Get Onboard with Digital Transformation
For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…
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How Workforce Management Delivers Better Outcomes
Workforce management systems make the life of the call center manager far easier, and can add up to happier agents and more satisfied customers.
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Really Simple Systems Enables 'Explicit Consent'
Really Simple Systems announced the commencement of the second phase of a three phase plan to deliver a fully compliant solution. With each release, t…
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Wonderful Business Tips for Future Success
Succeeding in the competitive world of modern business is not easy, but there are a few things you can do to help you. For one thing, you need to thin…
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Data Analytics, Workflow Solutions Deliver Better Outcomes
Systems that can analyze data from a variety of angles - and even visualize that data - can go a long way in helping organizations better understand w…
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Computenix Video Call Center Elevates Patient Engagement with WebRTC
Computenix announced the arrival of the Computenix Video Call Center. The agent-assist tool allows patients to connect with healthcare professionals, …
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CUSTOMER Magazine Announces Winners of 2nd Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2017 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
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Good to Great: How QM Helps You on That Journey
Striving to improve by setting goals, making plans, learning, changing based on that new knowledge, and continually striving to get better and stronge…
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Amazon's Ring Adopts Aspect WFM Solution
Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for more than 1,000 …
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Amazon's Ring Adopts Aspect WFM Solution
Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for customer service…
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Customer Loyalty Has Changed, Has Your Contact Center?
A large part of building loyalty involves customer service. Countless surveys have pointed to how quickly loyalty erodes following a poor customer ser…
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MyEyeDr Focuses on Vonage
MyEyeDr, a national optometry services provider, has chosen Vonage to provide cloud-based solutions for its 6,000 employees.
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Cisco Reveals Cloud Customer Service Ambitions
Cisco combines mid-market cloud contact center offerings into single solution, aims to address all aspects of the customer journey, and pronounces pla…
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TCN, CallMiner Combine in Contact Center Solution
This week, TCN and CallMiner unveiled an integration partnership putting the power of CallMiner Eureka within TCN's cloud contact center solution, Pla…
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Serenova Adds to Senior Leadership
CCaaS and WFO provider Serenova named a couple new members to its leadership team today. David Nelson will serve as Chief Financial Officer (CFO) with…
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WFM Is All That and a Bag of Chips
Workforce management software tracks employee time and attendance. But this simple definition of WFM may be deceiving, as WFM solutions do so much mor…
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What Are the Causes of Call Center Attrition?
Call centers spend a lot of time and money on the rotating flux of new hires. Stress overloads and low salaries contribute to high attrition. Last yea…
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Don't Put Customer Experience on the Backburner
Instead of working to deliver great - or at least good - customer experiences, many businesses today simply outsource customer service, or focus on cu…
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Enhancing the Contact Center One Step at a Time
In a world that is consistently evolving, management is always looking for tools to enhance business and employee productivity. Customer service is ke…
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Are College Students a Good Fit for Your Call Center?
The hiring process is an important one, especially in the contact center. Some people simply are not a good fit for the environment, or the role for t…
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Aspect Software Recognizes the Real Customer Service Gems
Aspect Software announced the GEM (Going the Extra Mile) Award geared toward rewarding exceptional customer service agents who over exceed on expectat…
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Aspect Garners Contact Center Scheduling Patent
Aspect Software garnered a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based digit…
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How to Enable Group Judgment
Groupthink is a dirty word. It suggests that decision by committee tends to encourage conformity, and discourage creativity and individual accountabil…
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Reinventing the Contact Center
Are human agents still a necessity as bots are replacing the need for a live being, saving time and resources?
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Say it Like You Mean It-Scripting for A Call Center
Positive scripting is the act of creating a scripts and messages around the needs and wants of customers to keep them satisfied; to sell without sound…
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ZaiLab Putting the Cloud into Cloud Contact Center
Security has become an even bigger issue, but not one that's unique to cloud providers, but one that impacts every provider, business, and individual …
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How to Improve Agent Productivity
Businesses are always working to get more value out of their investments. And the biggest investment for call centers and contact centers are people. …
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Verint Announces AI-powered Virtual Assistant
Verint released new customer self-service capabilities that include AI-powered enterprise chatbots and intelligent virtual assistants - riding project…
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Cloud-Based WFM or Bust
An infographic from Monet Software illustrates the convenience, cost savings, and customer service benefits of cloud-based workforce management.
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8x8 X Series Provides Integrated Customer, Collaboration Experiences
8x8's new X Series solution enables organizations to break down the departmental and communication medium barriers that prevent them from delivering a…
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Mavatar CEO Ramps Up Blockchain Conversation
Bob Dylan so succinctly stated, "the times they are a-changin'," describing an era of upheaval and disruption. Today, technology is serving up a heapi…
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Talent Benchmarking Creates the Best Contact Center Agent Profile
The annual attrition rate in the contact center is 29 percent every year with the average agent lasting just over three years. Losing employees is cos…
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VoiceBase AU Addresses Australian Data Protection Acts
This week, VoiceBase unveiled VoiceBase AU. Coming Q2 of this year, the new service will offer an instance of the VoiceBase speech API platform online…
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What's the Deal with Customer Segmentation?
In a highly competitive market, it is critical for a marketer to know who the right person is for sending information about their latest marketing cam…
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What Makes for a Happy Call Center
Working as a call center agent isn't easy. It can get repetitive, callers can be cranky, and sitting at a terminal all day can get uncomfortable. But,…
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Vonage Unveils Initial 'Building Blocks'
This week, Vonage announced the arrival of real-time sentiment analysis and skills-based communications routing technologies to its repertoire. A prod…
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