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Above Average: The Art and Science of Contact Center Metrics
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
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
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?
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
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
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
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
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
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
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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Future of Work Speaker: The Problem with AI Assistants is They're Not Human Enough
Allison SMith talks AI and IVR and what's keeping the technology from massive uptake.
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ITEXPO Speaker Thrio: Customers Comparing CX Across Markets, Changing the Competitive Dynamic
Customers will be more likely to walk away from companies they do business with more quickly than in the past. My reasoning is consumers don't compare…
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Five Trends Shaping the Future of Customer Support
Few industries are evolving at a faster pace than customer service and support. With an influx of new technologies, contact centers have a wealth of d…
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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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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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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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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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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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