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TMC Labs Recognizes Winners of 2019 CUSTOMER Innovation Award

By: CustomerZone360 Staff    4/8/2020

TMC Labs recognizes innovators in the Customer Experience space who are helping organizations future-proof their businesses while maximizing customer …

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Airship Enabling High-Impact Customer Engagement During COVID-19 Pandemic

By: Erik Linask    4/7/2020

Airship is giving its web notification solution to businesses free to manage customer engagement and experiences during the coronavirus crisis.

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CUSTOMER Magazine Announces Winners of 4th Annual Workforce Optimization Innovation Awards

By: CustomerZone360 News    4/3/2020

TMC announced the winners of the 2019 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week One)

By: Tom Goodmanson    4/3/2020

In the face of an unprecedented teleworking environment due to COVID-19, how can business leaders guide their teams to success in uncertain times?

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Sitel Migrates to Teleworking, Hiring 10,000 New Associates

By: Erik Linask    4/2/2020

Contact center outsourcing firm Sitel has transitioned its workforce to remote technologies and is hiring 10,000 new associates during the COVID-19 cr…

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CCaaS Consultant Cloudlinx Joins Edify Channel to Drive Future of Work Initiatives

By: Erik Linask    3/31/2020

CCaaS consultant Cloudlinx has joined the Edify channel program to bring its customers an AI-driven contact center solution with unified business comm…

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4 Fatal CX Measurement Mistakes Every Enterprise Should Avoid

By: Special Guest    3/30/2020

Customer-centric organizations are on track to invest more than $10 billion this year to measure customer experience. So, why have 86% of companies fa…

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Sytel Enables Fully Functioning Contact Center for Teleworkers over the Weekend

By: Erik Linask    3/30/2020

Sytel transitioned a customer's contact center to the cloud starting Friday night and was able to have it up and running by the time business opened M…

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Thrio, TELUS Launch AI-Driven CC360 Customer Engagement Platform

By: Erik Linask    3/30/2020

Thrio and TELUS have introduced Cloud Contact 360, an AI-driven customer engagement solution to meet customers on their terms and deliver fast, effect…

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Coping with COVID-19 Call Volumes and Overwhelming Challenges

By: Juhi Fadia    3/24/2020

There is no letting up of the spread of COVID-19, as the global pandemic continues to move through the world's largest countries, including the U.S., …

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Above Average: The Art and Science of Contact Center Metrics

By: Juhi Fadia    3/17/2020

Earlier this month, Grand View Research released a major market analysis and report forecasting the global contact center software market will grow to…

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A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center

By: Juhi Fadia    3/17/2020

We asked Sean Erickson, Managing Director at Eventus, a contact center and CX advisory, technology, and managed solutions firm based in Denver, Colora…

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Data Driven, Customer Defined: Data For The Sake of CX Improvement

By: Special Guest    3/12/2020

The shift we are seeing in is to take this data and associate it with outcomes - measurable business outcomes - that transcend "cost savings." While t…

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Serenova, Lifesize Merge, More to Come?

By: Erik Linask    3/11/2020

CCaaS provider Serenova and video collaboration vendor Lifesize have merged, looking to buuild on the momentum in the UCaaS market.

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Why Call Recording Quality Monitoring is Essential for Your Call Center

By: Special Guest    3/6/2020

Customer calls to cell-phone companies, banks, airlines, insurers or tech-support contact centers are mostly met with the automated declaration: "This…

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Recipients of the 2020 CUSTOMER Products of the Year Award Announced

By: CustomerZone360 News    3/4/2020

TMC announced the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine.

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Why Unified Communications Needs to Include Contact Centers

By: Erik Linask    2/28/2020

Smart businesses are unifying their communications and contact center technologies to create more efficient operations and better customer experiences…

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InMoment Acquires MaritzCX to Create Future of Work and CX Powerhouse

By: Erik Linask    2/27/2020

InMoment has acquired MaritzCX to create a CX powerhouse. CMO Kristi Knight is excited about the opportunities the new company has.

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Hotels Tap Total Connect Now to Deliver Great Experiences and Improve Operational Efficiency

By: Arti Loftus    2/21/2020

With more competition from challengers like Airbnb and VRBO, and rising expectations from consumers, especially Millennials who live digitally and con…

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Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence

By: Juhi Fadia    2/21/2020

Every mega trend in the CX industry today generates data, whether it is personalization (delivering the preferred experience to every individual custo…

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