Mon.Jan 13, 2020

Are You Really Ready for Chatbots in Your Contact Center? Part 2


Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience.

Training Your Outbound Call Center Agents Toward Compliance


When you are operating an outbound call center, compliance with the TCPA - or Telephone Consumer Protection Act - is crucial. Not only does this compliance mean you’re doing your job correctly - it is what keeps you from losing your legal right to operate at all!

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E-commerce chatbot: serving customer recommendation


Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. E-commerce chatbot: support the customer journey.

5 Top Customer Service Articles For the Week of January 13, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Does it Take to Lose a Customer? by Anthony Cusumano.

B2C 173

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

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Contact centers: The case for coaching and The Quality Conversation

Robert Davis

By Brad Baumunk, President and COO, Robert C. Davis and Associates. Let’s talk about the value of a coach in someone’s life. Consider the quote by Ralph Waldo Emerson: “What I need is someone who will make me do what I can.” We all need a little nudge from time to time. A coach can do that.

How to Set Yourself up for Success on Your Parental Leave


Parental leave is a great way to set a stretch goal for a person that otherwise might not have gotten the opportunity. So you’re expecting or have gotten to adopt a little one? Parenthood is one of the best, though most exhausting things, that I have ever done.

69 countries and counting. Welcome Malta to Spearline fixed line testing


Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing! We are pleased to announce that we have a fixed line certified and available for testing in Malta. We secured the line directly with one of the major telecoms carriers in Malta - Vanilla Telecoms.

Why There's No Better Time Than Now to Introduce Unified Communications in Your Business

Connect Managed

Communications will always be central to business operations with the number of communications channels used by customers and employees continuing to grow.


How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

New York Introduces Law Protecting Call Center Jobs


In a move to keep call center jobs from leaving the state, New York Gov. Andrew Cuomo signed a law specifically designed to deter employers thinking of moving their business to other countries or even to other states.

Overcoming Organizational Adversity with a Servant Heart

Etech GS

Most team members appreciate a leader who is committed to helping them grow and achieve their personal and professional goals.

Making speech recognizers more robust in the wild


Automatic Speech Recognition (ASR) facilitates humans interacting with machines in the most natural way: by speaking to them. Ideally, we would like to be able to talk with machines without limitation. This implies an ASR system should work well for any user and under any environment.


5 Most Effective Ways To Increase Retail Sales

Joe Rawlinson

Many businesses struggle to survive in the retail industry’s competitive market. With over one million retail companies in the United States, business owners have a hard time increasing retail sales. In the past, retailers only had to compete with brick-and-mortar locations in their areas.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Playvox Acquires Interactive Learning Startup Trainbox


Sunnyvale, CA - Playvox announced on Monday the acquisition of Trainbox, a learning management software company. Playvox Updates