News Features

A new report finds that there are wide margins between what companies think their customers want when it comes to support, and what their customers really want.
Posted May 26, 2015

The company is continuing on its growth trajectory.
Posted May 22, 2015

Does the customer always come first, or does agent happiness? Five9's Freedom aims to make both sides happy by providing streamlined technology that promises to boost the customer experience.
Posted May 21, 2015

Though interactions will now be more quick and seamless, there are some caveats.
Posted May 15, 2015

Video capabilities not only provide protection from compliance violations, but can further customer relationships.
Posted May 12, 2015

There were a few surprises on Forrester's 2015 CX Index.
Posted May 08, 2015

In the age of hyper-connectedness, appliances and smart systems will be able to send auto notifications to representatives. Brace yourselves, the IoT is coming to a contact center near you.
Posted May 06, 2015

In the second wave of major updates this year, Microsoft furthers its integration of Parature products.
Posted May 01, 2015

Agents who have mentally checked out of their jobs means dissatisfying customer experiences. But why are they detached? Hint: Look up the corporate ladder.
Posted April 30, 2015

Do happier employees really equal happier customers?
Posted April 24, 2015

In a multichannel-obsessed world, it's not all about the latest and greatest technology. Does your company need to go back to basics?
Posted April 23, 2015

The company's mobile app is turning heads in the fast-food industry.
Posted April 17, 2015

While WFM sales are gaining, veteran vendors are slow to refresh their systems, leaving room for more nimble vendors to capture the market, says Donna Fluss.
Posted April 16, 2015

Contact centers aren't prepared to handle growing cross-channel demand.
Posted April 10, 2015

In the immortal words of Ferris Bueller, life moves pretty fast. If you don't stop and look around once in a while, you could miss it. ICMI analyst Justin Robbins offers tips to keep you up to speed with the changing face of customer care.
Posted April 08, 2015

LinkedIn and Kohl's improve cross-channel engagement effectiveness.
Posted April 06, 2015

A revamped WFO suite prioritizes customer engagement and employee optimization with an assist from analytics and voice biometrics.
Posted April 01, 2015

Comcast is expanding its social support efforts, but is the company doing enough?
Posted March 27, 2015

How can you provide stellar customer care if you knowingly hinder the progress of your front line? Put your money where your mouth is—up-to-date technology and respect means engaged employees and happier customers.
Posted March 25, 2015

New solutions will provide relevant social data to customer service reps.
Posted March 20, 2015

Think your organization offers a great multichannel experience? Unless you're connecting the dots between channels, your customer service is less than optimal.
Posted March 18, 2015

National Australia Bank and Time Warner customers prefer a mobile touch point.
Posted March 13, 2015

Data science fuels better workflows and business processes.
Posted March 11, 2015

The new general manager of IBM Commerce, Deepak Advani, shares his vision for an experience-centric strategy in an interview with Smart Customer Service.
Posted March 06, 2015

A CFI Group study suggests agents and their call performance can influence purchasing. Read our exclusive interview with CEO Sheri Petras.
Posted March 04, 2015

The company is overhauling its CX strategy with the help of its employees.
Posted February 27, 2015

The multichannel solution keeps customer interactions fluid and enables public negative conversations to go private.
Posted February 26, 2015

It takes more than just flashy amenities to earn customers' praise.
Posted February 20, 2015

Being able to find the right agent at the right time means a better customer experience.
Posted February 19, 2015

The add-on solution provides browser-enabled customers quicker service from WebRTC-equipped agents.
Posted February 12, 2015

Other updates include Web browsing history, improved skills-based routing, and policy automation.
Posted February 05, 2015

You may be laser-focused on the front line when it comes to improving customer service, but often problems originate in the back office. Are you seeing the forest for the trees?
Posted January 29, 2015

The best customer service is an effortless experience. Live chat can deliver on that promise and save you money too.
Posted January 21, 2015

If monitoring your Twitter feed is such an effective customer service strategy, why are nearly 80 percent of top companies not responding to customers?
Posted January 14, 2015

Technology incorporates real-time streaming, voice biometrics, and analytics to thwart fraudsters.
Posted January 08, 2015

The $275 million deal expands Alorica's capabilities, service offerings, and delivery options. (Featured on
Posted January 07, 2015

As businesses head into the new year, more emphasis is being placed on security. Here are some measures companies can take to mitigate risks in the contact center.
Posted December 18, 2014

The SIO market includes traditional and developing technologies to support an increasingly connected world.
Posted December 10, 2014

Vasili Triant says, keep it simple and stop overthinking customer service.
Posted December 04, 2014

Aspect sees WebRTC hurdling from hype to must-have technology.
Posted November 24, 2014

Intelligent virtual assistance gives [24]7 self-service capabilities.
Posted November 10, 2014

Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context.
Posted November 10, 2014

Big Blue steps away from its hardware cocoon and incorporates social into its strategies.
Posted November 06, 2014

WebRTC and gamification are among the solutions poised to gain increased visibility and traction in the contact center market in 2015. Here's what Aberdeen Research director Omer Minkara says should be on your radar.
Posted October 30, 2014

Attrition is the bane of contact centers. If you want to hold on to your best agents, engage them the way you would your customers.
Posted October 23, 2014

Cold software combined with warm bodies equals happy customer care.
Posted October 14, 2014

Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations.
Posted October 09, 2014

The convergence of technology shifts means looking at users based on their digital proficiency.
Posted October 02, 2014

Speakers highlight the problem of service gaps between channels; Verint Engagement Analytics is announced.
Posted September 23, 2014

Miscommunication and division between lines of business can spell a customer exodus.
Posted September 18, 2014