Version 6.2 of the CX Standard offers more guidelines into service journeys and more best practices.
Posted January 16, 2020
Vocantas' Communicate staffing app is now available as a mobile app.
Posted January 06, 2020
Remote employees make up a significant chunk of Everlane's customer service team, yet the 67 workers in this group say the company doesn't value them or treat them fairly
Posted December 23, 2019
CallRevu and Phone Ninjas join forces to provide car dealerships with data and training to improve phone skills.
Posted December 20, 2019
Verint's RPA Discovery solution helps companies identify workflows that could better be performed by automation.
Posted December 18, 2019
Aspect Workforce Management v19 is now available on Microsoft's Azure cloud environment.
Posted December 18, 2019
Contact center leaders must seek a much broader range of skills and types of agents to keep up with workforce changes.
Posted December 13, 2019
AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019
Traditional business models are evaporating, and businesses must adapt or be left behind.
Posted December 02, 2019
New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.
Posted December 02, 2019
The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
Posted November 18, 2019
AI-infused automation and mobile features streamline Verint WFM's user experiences. (Featured on DestinationCRM.com.)
Posted November 18, 2019
Contact center budgeting requires a clear direction, good communication, and a solid understanding of the contact center's needs and strategic contributions.
Posted November 08, 2019
Noble Gamification 2.0 adds mobile app and tools for employee recognition.
Posted October 30, 2019
Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Posted October 18, 2019
Contact centers can be stress-filled places to work, but managers can do a few things to lessen the emotional strain.
Posted October 17, 2019
NPM now lets managers create personalized, engaging, and structured coaching programs.
Posted October 16, 2019
The partnership between Aspect Software and Intradiem brings real-time capabilities to contact center workforce management solutions.
Posted October 14, 2019
Playvox's agent optimization suite includes quality assurance, performance management, learning, coaching, agent recognition, and agent motivation in one platform. (Featured on DestinationCRM.com.)
Posted October 08, 2019
Aspect improves the performance and scalability of its workforce optimization, inbound, outbound, and omnichannel offering.
Posted October 07, 2019
Integrations help contact centers manage their agents within Slack and Zendesk.
Posted October 04, 2019
Serenova's free Contact Center Maturity Assessment evaluates and identifies opportunities to improve customer experience delivery.
Posted October 04, 2019
KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019
Agent Self-Scheduling give agents more autonomy over their work routine.
Posted October 03, 2019
NICE has launched AI-based anomaly discovery and correction with machine learning.
Posted October 02, 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019
Sutherland CXi is an artificial intelligence-powered application to provide real-time analytics and guidance to contact center agents.
Posted October 01, 2019
Agents need to be better trained in the wake of more specialized questions and problems that will come as customers turn more often to self-help.
Posted October 01, 2019
Robotic process automation will allow contact centers to upskill agents to handle more complex interactions.
Posted September 27, 2019
New partnerships and integrations with Zendesk and Salesforce enable companies to automatically coordinate responses.
Posted September 24, 2019
The upgrades to Avaya's IX Contact Center portfolio include new dashboards, a messaging feature, and desktop scripting.
Posted September 24, 2019
Earlier this week, employees at Amazon shared that the company was planning to eliminate its "Virtual Customer Service Reserves" customer service program, but word of mouth caused a change of heart for the company.
Posted September 20, 2019
Bold360's AI-powered search enhancements and advanced management tools enable more effective coaching and productivity increases.
Posted September 10, 2019
The Enhanced Service Through Consultative Sales Program equips service professionals with skills to deliver better experiences and to drive additional value.
Posted August 14, 2019
Global Relay has bolstered the analytics in its latest release.
Posted July 31, 2019
Customer service agents face many challenges, but a modern agent desktop could be the answer.
Posted July 19, 2019
Suggestions for driving positive customer experiences and improving brand loyalty with social media customer service.
Posted July 16, 2019
It's virtually impossible to improve customer service without consistent feedback—that's the philosophy that Kair Käsper and Martin Kõiva have brought to Klaus, an Estonian "conversation review" startup that has just disclosed $1.9 million in seed funding from Swedish VC firm Creandum.
Posted July 12, 2019
Training Dashboard compiles and annotates data from customer and agent interactions with the goal of advancing the intelligence of Talla's customer support system.
Posted July 02, 2019
CXsuccess customer services for CXone helps contact center leaders with ongoing business value realization and long-term success.
Posted July 02, 2019
Despite the many changes currently influencing the food service industry, the overall customer satisfaction score inched down only slightly to 78.9, dropping by less than 1 percent.
Posted June 28, 2019
The new offering aims to ease the transition to the cloud by augmenting existing on-premise systems with intelligent, cloud-based contact center applications.
Posted June 25, 2019
Microsoft Dynamics and Verint Monet systems are among the new integrations announced by UJET today.
Posted June 25, 2019
Last weekend was a tough one for Target, as its registers crashed nationwide. Nevertheless, the retailer handled the crisis effectively, demonstrating three lessons in crisis management.
Posted June 21, 2019
Customer service centers have a significant business opportunity to tap into insights in voice data, yet most organizations are not equipped to do so properly.
Posted June 10, 2019
NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management.
Posted June 06, 2019
Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019
Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization.
Posted May 16, 2019
Research shows that agents are more likely to respond to incentives that feed their egos than their wallets.
Posted May 16, 2019
A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say.
Posted May 15, 2019