Managerial and Training

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

Customer Service Journey Consulting helps clients address the business impacts of poor customer service.
Posted May 07, 2019

Samsung's smart appliances require customer service providers to have a new skill set and be knowledgeable about servicing not only hardware but also software.
Posted April 22, 2019

Bold360 now includes the latest in real-time contact center agent collaboration tools.
Posted April 03, 2019

UCx Contact Center delivers advanced features like customizable call routing, automatic call-backs, built-in call recording, and dynamic reporting.
Posted March 27, 2019

UJET has added text, chat, and feedback capabilities to streamline agent performance.
Posted March 27, 2019

The partnerships enhance the compliance infrastructure for financial firms' contact center and customer support operations. (Featured on DestinationCRM.com.)
Posted March 26, 2019

Vonage's newest contact center offering is available with unified communications on a single stack.
Posted March 20, 2019

AXS incorporates new metrics into traditional efficiency and effectiveness measures.
Posted March 20, 2019

Talkdesk Workforce Management, powered by Talkdesk iQ, adds artificial intelligence to contact center staff management.
Posted March 19, 2019

Calabrio has released its latest analytics-fueled customer experience intelligence suite.
Posted March 19, 2019

8x8 Quality Management and Speech Analytics now span all voice communications inside and outside the contact center.
Posted March 19, 2019

RingCentral Persist maintains services in the event of an internet outage at customer locations.
Posted March 13, 2019

Solution enables those in customer-facing roles to derive actionable insights via conversational, AI-based analytics features. (Featured on SpeechTechMag.com.)
Posted March 12, 2019

You need to keep customer service employees engaged and motivated. Here's a list of things to avoid.
Posted March 08, 2019

TouchPoint One's new games include A-GAME Hoops and A-GAME Tiki Beach.
Posted March 07, 2019

NICE's Strategic Planner applies artificial intelligence to workforce management and employee engagement to aid in long-term planning.
Posted February 26, 2019