Articles
The contact center industry, known for high attrition rates, sees opportunity for improved employee engagement in the midst of the COVID-19 outbreak.
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When workloads are heavy, every agent makes a big difference. Learn about the power of one.
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Many customer service operations have had to go from centralized to distributed operations — but relying on people working from home brings specific challenges.
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Contact centers need to understand how they can improve the flow of customer engagement to reap the benefits of AI-infused approaches
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It's underlying business is just fine, CEO Kevin Kennedy says -- it is just its financial structure that needs a reboot.
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Call center employees are the secret superheroes of every brand.
These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and shape the customer journey. Positive outcomes for every customer interaction is critical.
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Simultaneously with Twitter's announcement, Salesforce reports it will support integration with these new tools.
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Whether your company outsources to a local or international call center or just assigns a few staffers to answer the phone, get ready.
Your team members may want to do some vocal exercises today to make sure they’re ready for what will come tomorrow.
Seattle-based Marchex, a mobile advertising
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A Richmond, Va.-based call center software company claims its product is unique — and the US Patent and Trademark Office (USPTO) agrees.
USPTO today issued CallPromise a patent for its virtual queuing technology, which gives customers the option to receive a return call rather than wait on hold.
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Avaya claims its Call Center services power a significant share of big call centers. Among customer call centers with more than 400 agents, it estimates a 63 percent market share. Among call centers with more than 1,000 agents, it estimates a 70 percent share.
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In the clearest sign to date about the blurry line between a communications service provider and a customer service software firm, Cisco today announced a sweeping reform of its Unified Contact Center Enterprise (UCCE) product.
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Although most executives think they’re doing a good job in delivering the best service to their customers, there is plenty of room for improvement.
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Mike Ashe has a philosophy about CRM: “If we’re right more often than we’re wrong then we’re going to beat random.
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Companies aspiring to be customer-aligned add a few more dials to the conversation -- what should the chief customer officer be measured on, beef up the customer success team, invest in employee engagement / culture initiatives, innovate their customer engagement strategy, and/or shift from a product-feature-pushing sales model to a
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