Three Key Ideas to Elevate CX Performance in 2022

By Vasili Triant Customer services operations were disrupted to the core over the past 24 months. While many brands are still playing catch-up, leaders are using the disruption as a catalyst to completely revitalize and modernize the customer experience – and they are starting with the contact center. With the …

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Maximize Holiday Marketing Efforts, Ensure Consent Management

by Eric Tejeda This year’s holiday season is sure to be as unpredictable as 2020’s, as a host of new issues are challenging retail marketers. Marketers will need to remain agile and responsive to challenges old and new while attempting to do more with less. COVID-19 irreversibly changed the way …

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No more business as usual when you double down on remote sales

Enterprise change comes slowly. Could perfecting remote sales processes help speed it up? by Doug Seaberg The enterprise sales cycle is typically measured in months, if not years. Products and services are often complex, and when you’re helping companies automate their vendor payments like I am, you’ll end up working …

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Reinventing Outbound Dialing

By Danny Singer Every now and again a new idea comes along that changes the rules of the game. For contact centres using predictive dialers to make calls, such an idea is just about to explode onto the scene. It is called Live Person Detection (LPD) and it will reduce …

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Salesforce Introduces Service Cloud Workforce Engagement

SAN FRANCISCO, CA—Salesforce.com has introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right contact centre agents based on skills and service channel. With COVID-19, contact centres are dealing with …

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Verint Introduces Digital Behavior Analytics

MELVILLE, NY—Verint Systems has added Digital Behavior Analytics to its Experience Cloud solution to create a deep, insightful and comprehensive view of digital customer interactions. The new solution captures and tracks millions of clicks, gestures, taps and other actions so organizations can see and analyze how customers navigate digital properties, …

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Socialbakers Adds Conversational AI Chatbots

NEW YORK, NY–Socialbakers has integrated conversational artificial intelligence (AI) chatbot technology into the Socialbakers Suite. The addition enables marketers to automatically identify unanswered questions and instantly respond to frequently asked questions (FAQs). AI chatbots improve the customer experience and save time by swiftly responding to huge volumes of queries. In …

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Verint, Avaya to Tightly Integrate KM, CCaaS Products

MELVILLE, NY and RALEIGH-DURHAM, NC—Verint has expanded its partnership with Avaya to integrate Verint Knowledge Management with Avaya OneCloud CCaaS. Verint Knowledge Management uses patented, artificial intelligence (AI)-infused search technology to create a more automated, natural, and innovative way to connect people to knowledge. It is an easy-to-use solution that …

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Remote Workers Under Cyberattack: ESET Report

TORONTO, ON–After months of abusing the COVID-19 theme in their campaigns, cybercriminals appear to have returned to their usual tactics in the third quarter of 2020. And according to ESET’s just released Q3 2020 Threat Report an area where the risks remain particularly high is remote work. ESET telemetry showed …

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National Bank to open a call centre in Sherbrooke

200 jobs created and opening planned for summer 2020 MONTREAL, QC–National Bank announced today that it would be opening a new call centre in Sherbrooke. The project represents an investment of $4.7M and will create 200 jobs in the region. The opening is planned for summer 2020. The centre will …

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