Managerial and Training

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

NovelVox has expanded its solutions for the credit union contact center industry with its new Credit Union Unity series—Credit Union Unity Lite, Credit Union Unity Plus, and Credit Union Unity Advance.
Posted February 22, 2019

In a new study, a majority of consumers say that customer service quality is a major factor in their shopping decisions.
Posted February 15, 2019

The investment will fuel company innovations in quality assurance and performance management.
Posted February 15, 2019

New capabilities improve interactions, workflows, agent and supervisor productivity, scalability, and security.
Posted February 11, 2019

The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers.
Posted February 05, 2019

In the America's Best Customer Service 2019 report compiled by Newsweek and Statista, Chick-fil-A beat out runner-up Sonic and Arby's, which came up third.
Posted February 01, 2019

Cloud-based deployments bring new operational intelligence capabilities to more contact centers.
Posted January 23, 2019

Teleopti Insights uses embedded Power BI from Microsoft to enhance interactive, flexible workforce management reporting.
Posted January 23, 2019

One customer of the pet supplies e-retailer got a pleasant surprise when she left a negative review about a product sold on the company's site.
Posted January 18, 2019

For toy manufacturers like Mattel, a turnaround might be coming thanks to its commitment to customer service in this critical fourth quarter.
Posted December 21, 2018

The company's new holiday campaign is all about putting a positive spin on customer service during the busiest time of year.
Posted December 07, 2018

Dialpad Support for Call Centers features real-time AI tools
Posted December 05, 2018

The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018

The integration brings Aspect's Workforce Optimization to Amazon Connect cloud-based contact center. (Featured on DestinationCRM.com.)
Posted December 03, 2018

Lessonly's training software integrates with Zendesk to encourage contact center agent team learning and practice. (Featured on DestinationCRM.com.)
Posted November 13, 2018

New research reveals that there's a reason why some customers are able to get through to agents at call centers faster than others. It comes down to a 'customer score,' a calculation of how valuable that customer is to the business.
Posted November 02, 2018

The new offering is an AI-powered forecasting and scheduling service for workforce management. (Featured on DestinationCRM.com.)
Posted October 30, 2018

The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues.
Posted October 26, 2018

Bright Pattern's integration with Loxysoft brings workforce management to VIPdesk Connect.
Posted October 23, 2018

OpenText Qfiniti delivers advanced workforce optimization for Amazon Connect through AWS Marketplace.
Posted October 23, 2018

Cisco customers and partners can now access Teleopti's cloud workforce management solution on the Cisco Systems global price list.
Posted October 22, 2018

Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Posted October 12, 2018

Aspect Via 18.1 offers smarter omnichannel automation, streamlined performance insights, improved employee engagement, and GDPR compliance.
Posted October 04, 2018

Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Posted September 28, 2018

Customer service reps can be taught sales techniques to provide solutions, not just resolve cases.
Posted September 28, 2018

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018

In the contact center, one person can have a huge impact on customers and fellow employees, and we have the numbers to prove it.
Posted September 14, 2018

Twilio will integrate Ytica's workforce optimization, reporting, and speech analytics capabilities into Flex.
Posted September 11, 2018

Patterson sees customer service agents' roles far differently now as customers have gained more control of their interactions with companies.
Posted September 10, 2018

Loyalty programs may be big drivers of engagement in some industries, but they're not as important as customer service when it comes to the travel space, a new study from Think with Google, Google's marketing data and research group, and Greenberg Research revealed.
Posted August 31, 2018

CXone's latest version features new embedded analytics and omnichannel social capabilities.
Posted August 27, 2018

NICE will integrate Mattersight Predictive Behavioral Routing with Nexidia Interaction Analytics and CXone. (Featured on DestinationCRM.com.)
Posted August 21, 2018

T-Mobile is on a mission to reinvent its approach to customer service, relying less on IVR and chatbots and more on dedicated customer support teams.
Posted August 17, 2018

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018

For the 16th time, the carrier beat out all of its competitors, posting a record-setting score for the second year in a row.
Posted August 03, 2018

Smartsheet Accelerator for Professional Services helps customer service professionals onboard customers and start relationships with them. (Featured on DestinationCRM.com.)
Posted July 17, 2018