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Breaking News

NICE Releases End-to-End, Dedicated GDPR Compliance Solution for Contact Centers

NICE announced the release of the GDPR Compliance Center, its groundbreaking mission-specific solution for meeting the requirements of the European Union’s new General Data Protection Regulation (GDPR) in the contact center. The NICE solution streamlines the implementation of mechanisms for the adequate processing of private data recorded in order to achieve greater transparency. NICE’s solution offers a one-of-a-kind answer to the challenges faced by organizations globally in their efforts to comply with the regulation. This is done by simplifying the implementation of a “privacy by design” approach, through the monitoring of their data governance practices.
[Full Article]   Jan-15-2018


New 2018 Guide to Salaries in Contact Center, Telesales & Customer Service Available

Just published, the Contact Center, Telesales and Customer Service National Salary Guide provides an abundance of information on dozens of job functions and provides regional variations. Just some of the positions covered include Vice President Contact Center, Regional Director, Contact Center Manager, Supervisor Contact Center, Director Client Services, Account Manager, Sales Director, and Account Executive.
[Full Article]   Jan-14-2018


8x8 Delivers Millennial-Ready Contact Center Enhancements

8x8 introduced advanced quality management tools and new analytics capabilities for its cloud contact center solution, Virtual Contact Center. This VCC update, Quality Management 3.5 Release, reflects 8x8's commitment to move upmarket from small and mid-sized businesses with offerings suitable for global enterprises as well. 8x8 has attached the marketing tagline "collaborative performance management" to the release -- and several new features support that characterization. The most interesting one among them is the ability to type an @mention in an interaction recording to add an annotation and share the media file with others in the business.
[Full Article]   Aug-02-2017


Liveops New Skill Builder Teaches Call Center 'Soft Skills'

Liveops is adding to its collection of training services with a new customizable distance learning program for contact center workers called Skill Builder. Skill Builder provides live training feedback and multiple training models to help agents develop their soft skills while training them on contact center technology at the same time. Skill Builder takes the knowledge base developed from the first iteration of online training, providing two categories of content: one, company-specific information for reps; and two, softer skills, such as resolution management.


IBM Watson Aims to Improve Call Center, IVR CX

Call centers and interactive voice response systems are notorious for creating customer frustration. But new solutions that leverage artificial intelligence and automation aim to change that by providing customers and call center agents with the information they need more quickly. The IBM Watson Voice Gateway can connect conversations between call center agents and users, and serve up customer details and other relevant information to the agent. IBM notes that it accelerates access to information, allows for more personalization, expedites call center rep training, improves call efficiency and user experience, and results in enhanced workforce optimization.
[Full Article]   Mar-27-2017


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