Contact ManagementEngagement & Analytics

New integrated customer engagement platform claims a first

Is this the SaaS industry’s first fully integrated customer engagement platform? Freshworks, the cloud-based customer engagement software platform, says today’s launch of a unified marketplace platform that allows companies and developers to easily build apps that give access to a 360-degree view of customer information, is the first of its …

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AdvertisingIndustry News

comScore to change Canadian leadership team as Bernie steps down

Bryan Segal to head comScore Canada as Brent Bernie to step down at end of year TORONTO–comScore, a major partner for planning, transacting and evaluating media across platforms, announced leadership changes to its Canada team. After 18 years in the digital measurement business, Brent Bernie, general manager of comScore Canada, …

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Applied AIData AnalyticsEngagement & Analytics

Singular raises funding to expand big picture analytics

Targeting Growth Marketers to Harness the Data Explosion Singular, the marketing intelligence platform that unifies marketing analytics for digital marketers, has closed $30 million in Series B funding. The new funding will be used to accelerate product development and innovation, revolutionizing how growth marketers use data to drive decisions. Scott …

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FulfillmentHoliday Marketing

Winter is coming, and so is the rush

It’s that time: Radial to add 350 workers to support holiday order rush Radial, a bpost group company,  will bring on an additional 350 workers in Mississauga, Ontario, to support the increased demand during the upcoming holiday season. As eCommerce grows and expectations around delivery evolves, job opportunities in fulfillment …

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Data-Driven OrganizationsIndustry News

SSI’s Data Now on Single Platform

Data provides access to 60M people and 2,700+ attributes, redefining expectations for data-driven intelligence Research Now SSI, a global leader in first-party data and data services, announces that its extensive portfolio of panel data and integrated data is now on a common platform, making the company a single provider of …

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September 2018 IssueWorkforce Management

The blueprint for accelerated supervisor success

By Jim Rembach Sink or swim! That’s been the most common experience for contact centre supervisors when it comes to their skill development. 59% of frontline supervisors come from the agent ranks according to an International Customer Management Institute (ICMI) report, Agent Apathy: The Root Cause of Poor Customer Service1. …

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September 2018 IssueWorkforce Management

How to optimize agent hiring and retention

By Jeff Furst Contact centre hiring managers are facing stiff challenges in ensuring their centres are fully staffed. Low unemployment, competition with other industries that are expanding and pay rate pressures are making it difficult for them to meet fill rate targets. Not surprisingly contact centre agent turnover continues to …

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September 2018 IssueWorkforce Management

Eight steps to improve agent performance

By Scott Kendrick Contact centre performance is only as good as the average of its agents. Delighting customers and creating efficient experiences to increase positive outcomes can only be accomplished with a strong staff that is well trained and invested in their roles. Therefore, contact centres must engage in continual …

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September 2018 IssueWorkforce Management

Keeping contact centre employees engaged

Flexibility, empowerment are keys to success By Kelly Koelliker With the growth of consumer preference for self-service transactions—and the technology that enables them—many service issues don’t reach the contact centre at all. While this is a great development for the customer experience (CX) and efficiency the issues that do reach …

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September 2018 IssueWorkforce Management

Ending the contact centre “tug of war”

By Karim Chabane As more organizations adopt a customer-first approach to doing business, the role of contact centre agents, who are on the front lines of customer and organizational profitability, is changing along with their expectations. The newest entrants into the workforce may want it all, i.e. independence in a …

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