News Features

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

Do you think your contact center is safe from lawsuits? Think again. The rise in mobile channels is increasing legal woes for the contact center.
Posted April 09, 2014

Do you have a strategy to handle your mobile customers—or are you thinking about implementing one? Here are some tips to point you in the right direction.
Posted April 02, 2014

Artificial intelligence fuels a sophisticated omnichannel platform.
Posted March 25, 2014

While management focuses on satisfying customers, it starts with your front line. Are you making it easy for your agents to wow your customers?
Posted March 18, 2014

The move is the latest in a flurry of acquisitions to boost Mitel's contact center presence by adding voice recording.
Posted March 07, 2014

In a Q&A, IDC analyst Melissa O'Brien talks about the adoption surge in the cloud contact center services market.
Posted March 03, 2014

Virtual assistant technology brings Salesforce technology to consumers' level.
Posted February 25, 2014

From contact center solutions to social media to building communities, here are some actionable steps to take to instill confidence in your company.
Posted February 20, 2014

When it comes to contact center failures, technology may be the least of your problems.
Posted February 12, 2014

Good customer service means going beyond gathering consumer information. What you do with that information can impact your bottom line.
Posted February 05, 2014

Smaller Avaya clients can now access features such as inbound and outbound multichannel customer interactions.
Posted January 28, 2014

Does loyalty still exist? Do customers care more about the experience they receive rather than the product? Here are some thoughts about winning karmic service points.
Posted January 21, 2014

Solution offers smoother customer service for citizen and government interactions.
Posted January 16, 2014

The deal expands Verint's cross-selling opportunities within the customer service market.
Posted January 06, 2014

Jetstar launches virtual assistant using Nuance's Nina customer service platform.
Posted December 19, 2013

The solutions include technologies from Angel, Utopy, and Soundbite Communications, such as call recording, screen capture, and analytics.
Posted November 19, 2013

Increased migration from premises-based solutions to the cloud represents a huge opportunity for vendors, but are they getting it right?
Posted November 13, 2013

Every company dreads the angry customer. Here are some ways to alleviate their pain—and yours.
Posted November 05, 2013

When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver?
Posted October 29, 2013

Once you've gotten reluctant customers to call into the contact center, how do you convince them to stay with the company?
Posted October 22, 2013

The acquisition of the outbound solution provider gives Nuance a leg up in the inbound/outbound call center solutions arena.
Posted October 11, 2013

Using both traditional and new methods of collecting customer feedback, the newly combined company aims to take a large stake in the multibillion-dollar customer experience management and voice of the customer markets.
Posted October 08, 2013

Social media is here to stay. Here's one way to leverage it to your advantage and turn customers into brand advocates and positive reviews into sales.
Posted October 01, 2013

Frustrated with trying to understand a customer rep in a foreign country? Overloaded with seasonal demand? Companies like XACT Telesolutions are helping to solve these problems and others.
Posted September 24, 2013

Technology is a must for any business, but don't lose sight of the human element, namely your customers. At this year's KANA Connect user conference, Jim McCann spoke about the importance of engaging customers by listening to what they are thinking and reaching them where they are.
Posted September 18, 2013