Managerial and Training

Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees.
Posted June 09, 2017

CSI's latest Cisco certification enhances user capabilities to include a full range of customer engagement and agent empowerment features.
Posted May 30, 2017

The move brings agent forecasting and scheduling tools to the Bright Pattern cloud contact center suite.
Posted May 16, 2017

Back in 2015, one in every 2,000 calls into a call center was fraudulent, but in 2016, that rate grew to one in every 937 calls, according to telecommunications security and research company Pindrop Lab's 2017 Call Center Fraud Report. The change represents a 113 percent increase in fraud year over year, according to Pindrop, and every fraudulent call represents a loss of roughly $0.58 for the business.
Posted May 12, 2017

To say that United Airlines has been in hot water recently is an understatement. Now, United Airlines has rolled out 10 new customer service policies in response to some of the recent incidents, but one customer service expert argues they're simply not enough.
Posted April 28, 2017

NICE Evolve now offers staff forecasting functionality for contact centers.
Posted April 26, 2017

Verint's Workforce Optimization suite has been certified as compatible with Cisco's Unified Communications Manager solution.
Posted April 18, 2017

With customizable workflows, NICE Quality Central provides end-to-end automation and insight throughout the customer's journey and across complex processes.
Posted April 12, 2017

Controllers are more suited to today's call center needs, but empathizers get more of the jobs.
Posted March 24, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017

The contact center consulting firm has added CX Health Check, CX Snapshotz, and CX Evaluation to its portfolio of services.
Posted March 17, 2017

New Virtual Observer workforce optimization features combine agent performance measurement and quality management.
Posted March 17, 2017

NewVoiceMedia, a provider of cloud contact center and inside sales technology, today introduced its Spring '17 release, with major enhancements to its intelligent communications platform for optimizing contact center management and operations.
Posted March 08, 2017

Bright Pattern has integrated its cloud contact center software with Oracle RightNow CRM.
Posted February 28, 2017

The acquisition of Silver Lining Solutions helps Genesys enrich its workforce optimization product offerings.
Posted February 27, 2017

CafeX's real-time agent monitoring and coaching application is compatible with Avaya Aura customer engagement solutions.
Posted February 17, 2017

Verint is partnering with Frontline Services to bring its workforce optimization portfolio to the Dutch market.
Posted February 16, 2017

Cyara's virtual agent application is compatible with key Avaya customer and team engagement solutions. (Featured on SpeechTechMag.com.)
Posted February 07, 2017

Mila's integration with Slack allows contact center employees to manage workforce issues within the collaboration platform.
Posted February 02, 2017

The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017

New feature helps contact center leaders better manage their service level agreements.
Posted January 19, 2017

The Noble Composer 11 upgrade offers increased agent flexibility and efficiency.
Posted January 19, 2017

The contact center recording solution has been certified to support Microsoft's unified communications platform.
Posted January 18, 2017

How to make the build, buy, or outsource decision.
Posted January 17, 2017

Before employee engagement in a contact center can be successful, a strong cultural foundation must be laid, which requires a strategic approach to hiring, training, engagement, and evaluation by human resources and contact center leaders.
Posted January 10, 2017

Verint Mobile Work View extends contact center employee engagement on mobile devices.
Posted January 04, 2017

How to supercharge your customer service team.
Posted January 03, 2017

In addition to fostering healthy competition, gamification can create a more meaningful customer-representative interaction.
Posted December 27, 2016

Quality assurance programs must be improved if customer experiences have any chance of getting better.
Posted December 23, 2016

Respected and engaged employees provide better service to customers.
Posted December 16, 2016

Noble has enhanced its web-based contact center manager toolset with greater mobile flexibility and increased reporting.
Posted December 15, 2016

Here are a few things to avoid as you ramp up your contact center agent counts.
Posted November 22, 2016

The NICE Uptivity offering is geared specifically for the SMB market, providing an integrated suite of next-generation WFO solutions with critical contact center functions.
Posted November 16, 2016

Access One has added the Enhanced Cloud Contact Center solution to its communication services portfolio.
Posted November 07, 2016

Engaged contact center agents are a sure-fire way to keep costs under control.
Posted November 04, 2016

Altitude has partnered with HigherGround to develop a complete recording solution for contact centers.
Posted October 25, 2016

The partnership leads to the advanced integration of WorkFlex and Verint Enterprise Workforce Management for contact centers.
Posted October 19, 2016

Start testing contact center systems now so that they're ready when the real call volume begins.
Posted October 18, 2016

Your contact center is the company's promise-keeper, so it needs to be given priority.
Posted October 14, 2016

Latest release delivers an intuitive and unified user experience across omnichannel routing and workforce optimization and adds advanced analytics.
Posted October 12, 2016

A few simple investments can have significant impact on brand impressions and customer loyalty.
Posted October 11, 2016

Driving customer service change doesn't have to involve more surveys; it means engaging employees to drive the right behaviors.
Posted October 04, 2016

NewVoiceMedia's Global Call Routing Architecture will help optimize contact center management for operators of facilities around the world.
Posted September 29, 2016

NICE yesterday released Evolve WFM, a continuous delivery workforce management solution with advanced capabilities like analytics-based forecasting and user-defined scheduling in an elastic cloud-based deployment model.
Posted September 28, 2016

Best practices only work if they work for your particular organization.
Posted September 23, 2016

The partnership between WFMSG and OnviSource brings together the Persona and Community WFM solutions.
Posted September 20, 2016

NICE Performance Management is an off-the-shelf solution for managing front- and back-office personnel.
Posted September 15, 2016

Tips for creating an engaged workforce that will ultimately lead to happier customers.
Posted September 09, 2016

Avoid these seven pitfalls to keep customers from taking their business elsewhere.
Posted August 02, 2016