Articles
Talkdesk deepened its integration with Microsoft Dynamics 365 to improve the experience of contact center workers.
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Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope?
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The era in which 90% of agents worked in a contact center is over. Work-from-home has become an important part of the agent mix.
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Cost-control efforts in the contact center needn't entail across the board cuts, mandated call times or forcing unwilling customers into automated systems.
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Augmented reality will soon be essential to the customer experience, and customers will be able to complete transactions entirely within AR environments.
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Amazon Web Services (AWS) just released Amazon Connect — its "simple, scalable and reliable service" for running call centers.
The service uses automatic speech recognition and artificial intelligence, some of the same technology used by Amazon.com’s own customer service system, to route and manage calls.
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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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As the year-end holiday season kicks into full gear, customer contact center agents will be tasked to maintain customer experience in the face of increasing demand.
According to the National Retail Federation’s 2016 forecast, sales are expected to increase by 3.6 percent to $655.8 billion this year.
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NICE's next iteration of its flagship system and related products will be infused with intelligence, productivity and an empowered agent.
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Contact center executives appear to have suffered through a tough 2015, but the New Year may not bring much relief.
The findings of a freshly released survey of contact center executives conducted by the Bethesda, Md.-based conference company, Consero Group, point to an industry squeezed by limited resources and
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Businesses want to increase revenue (no surprises there). And this desire to maximize profitability is driving a new contact center model: the blended contact center.
Blended contact centers are responsible for both outbound and inbound calls.
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A Silicon Valley startup is coming out of stealth mode to help you connect with your customers in real time. The company, Altocloud, is releasing what it describes as a unique solution today, which combines machine learning and predictive analytics with real time communications within websites and mobile apps.
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You can't underestimate the importance of customer service.
After all, your products and services are only as good as the customer service team ready to support them. So what does your business need to know?
Let's take a look at CFI Group's Contact Center Satisfaction Index (CCSI), which notes trends
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Remember the good old days when you could call your favorite store, took it for granted you could talk with the same person just about every time and didn’t have to explain things multiple times if you had to call more than once to resolve an issue? Welcome back to
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