News Features

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

It may take a village to keep your customers happy and improve your bottom line, but you need patience.
Posted September 11, 2014

Companies that ignore this generation can kiss their brands good-bye.
Posted September 04, 2014

You say tomato, I say tomahto—let's just call it customer service.
Posted August 21, 2014

Mobile devices are changing the paradigm of how to think about the customer experience.
Posted August 20, 2014

Want to really please your customers? Step away from technology for a minute and go old school.
Posted August 19, 2014

Even if you don't have a social media presence, your customers do. Meet them at least halfway.
Posted August 14, 2014

Once an arid market, outbound solution sales are climbing thanks to new government regulations, improved technology, and the cloud.
Posted August 07, 2014

Satisfying today's customers is easier with real-time analytics.
Posted July 31, 2014

After throwing its rep under the bus, will Comcast learn how to improve customer service?
Posted July 23, 2014

Do you hate wasting time on bad customer service when you're on the clock? So will your company, which stands to lose $900 per employee in lost productivity.
Posted July 17, 2014

A new study by eDigitalResearch confirms: Live chat is the most satisfying modality for customer engagement.
Posted July 10, 2014

First integrated call center operation could go live this year. [Originally featured on]
Posted June 25, 2014

Red Hat migrates legacy structure to Genesys Customer Experience Platform.
Posted June 25, 2014

If your customer service model emphasizes wowing customers over offering efficiency, you may be going about it all wrong.
Posted June 18, 2014

Features include visual IVR, an enhanced business rules tool, and a multichannel agent desktop solution.
Posted June 12, 2014

These days, the keyboard is mightier than the sword. If you're not responding to complaints on social media as quickly as your current customers expect, you're not only alienating them, but potential customers as well.
Posted June 05, 2014

Additional service modules include unified communications, social customer service, and corporate directory.
Posted June 03, 2014

There's gold in every nugget of information generated by your customers. So why aren't you taking advantage of big data?
Posted May 29, 2014

When it comes to call center agent interactions, sounding like a real person instead of a robot is a sure win with customers.
Posted May 22, 2014

Contact centers are hot to try new technologies, but can they get C-level executives to bite?
Posted May 14, 2014

The 'build it and they will come' rule has been thrown out of the playbook. Follow your customers and find your fit in the multichannel world.
Posted May 08, 2014

Biometrics solution authenticates callers through a multilayered process.
Posted May 02, 2014

Are you wearing blinders when it comes to your company's contact center? These call center mistakes can dent your bottom line but the right adjustments, agents, managers and technology can contribute to a happy return.
Posted April 30, 2014

While demand for workforce management systems continues to increase, its growth is solid but not spectacular. Can cloud and mobile solutions save the day?
Posted April 23, 2014

Features include deeper integration with, white labeling, and custom integration of APIs.
Posted April 15, 2014