NICE InContact Continues to Stress Partners' Role

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Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship.

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When It Comes to Chatbots, There's Room For Improvement, Forrester Finds

Problems arise when the capabilities that chatbot vendors promise to deliver just aren't there, or require too much involvement from internal IT teams.

Maria Minsker | May 17, 2019
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ICMI Contact Center Expo 2019: Emphasizing Employee Engagement

Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization.

Sam Del Rowe | May 16, 2019
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ICMI Contact Center Expo 2019: Connecting With Customers Is Key

A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say.

Sam Del Rowe | May 15, 2019
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Midland, Mich., Tops U.S. Cities for Customer Service Careers

The Michigan town is the best U.S. city for customer service careers, according to research from AdvisorSmith.

May 15, 2019
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Talkdesk Launches Talkdesk Agent Assist

Talkdesk Agent Assist offers contact centers a tool to reduce agent effort through artificial intelligence.

May 14, 2019
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Satisfaction with Government Contact Centers Hits 6-Year Low

Satisfaction dropped 7 percent from last year, with automation to blame, the latest CFI Group Government Contact Center Satisfaction Index found. (Featured on DestinationCRM.com).

May 14, 2019
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Anxious Customers Prefer Human Customer Service, HBR Research Finds

As companies increasingly defer customers to self-service and automated channels, there's a cohort of customers that may not benefit from this approach—anxious ones.

Maria Minsker | May 10, 2019