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Tracey E. Schelmetic is a TMCnet contributing editor.

Latest Articles

Keeping Call Center Employees Happy is the Key to Customer Service Excellence - 04/23/2014
Twentieth Century Workforce Management Doesn't Serve Twenty-First Century Customers - 04/23/2014
Better Call Center Management Uses Call Recording to Build Employee Engagement - 04/23/2014
Who Tops the Mobile Customer Support Experience? - 04/23/2014
Wheelings & Dealings: Preact Raises Money to Further Its Analytics Product for Cloud-based Solutions - 04/22/2014
The Home Agent Model is Possible with a Call Center On Demand - 04/22/2014
Successful Sales Managers Show Sales Teams They Care - 04/22/2014
Cloud APIs Mean Less Integration Fuss with a New Contact Center Platform - 04/22/2014
Call Accounting Can Protect and Increase Efficiency for Healthcare Organizations - 04/22/2014
As Companies Go Global, Different Customer Types Need Recognition - 04/21/2014
Before You Reach Out to Customers, Ensure You Know the TCPA Rules - 04/17/2014
Customer Service via Twitter Isn't Easy, But the Payoff is Large - 04/17/2014
Chat, Co-browsing Turn Web Customer Service into a Two-way Conversation - 04/17/2014
Pay-Per-Call Advertising Reaps Large Rewards When Used Correctly - 04/16/2014
Are You Shortchanging Your Mobile Customers? - 04/16/2014
Conducting Inside Sales Efforts Like the Hunger Games - 04/16/2014
A Busy 2014 for a Cloud-based Contact Center Services Provider - 04/16/2014
Call Accounting Solutions Reduce Carrier Bill Reconciliation from Days to Minutes - 04/16/2014
Compelling Reasons to Move to a Hosted Contact Center - 04/15/2014
Workforce Management by Spreadsheet Leads to Spot-Checking and Inefficiencies - 04/15/2014
Social Media Customer Support is an 'Oncoming Lane of a Superhighway' - 04/15/2014
The Cloud Allows for Fast Set-up of Call Centers On Demand - 04/15/2014
Centralized Administration of Workforce Optimization Helps Unify the Contact Center Function - 04/15/2014
Disconnect: Perception vs. Reality of Customer Service - 04/15/2014
Effective Performance Management Helps Motivate Employees and Achieve Contact Center Goals - 04/14/2014
Call Recording and the Evolution of Interaction Recording - 04/11/2014
Wheelings & Dealings: Zendesk Announces Chat Software Acquisition and IPO - 04/10/2014
Consider Supplementing Online Marketing with Telemarketing - 04/10/2014
Attorneys General Gather to Discuss Unwanted Telemarketing - 04/09/2014
Understanding Agents' Feelings is a Critical Part of Workforce Management - 04/09/2014
Inefficient Call Center Scheduling Costs Money - 04/09/2014
Five9 Illustrates Why You Need a Cloud Contact Center with Humorous Talking Headsets - 04/09/2014
Building a Company Culture That Survives Hard Times - 04/08/2014
Real-Time Monitoring of the Contact Center Helps Correct Today's Problems - 04/08/2014
Life Before the Cloud: A Reminder for Contact Center Agents - 04/08/2014
Digital Marketing - Like All Other Marketing - Is a Psychology Game - 04/08/2014
Microsoft Intros Azure Preview Portal for Simpler Cloud Development - 04/07/2014
New York State Extends Hours of Department of Taxation Contact Center - 04/07/2014
Wheelings & Dealings: Apple Acquires Another Automated Speech Recognition Company - 04/07/2014
Firms That Bill Clients for Phone Call and Data Time Can Save Costs with Telecom Management Solutions - 04/04/2014
Clear2there Uses Cloud-based Video to Turn Homes and Businesses Securely Smart - 04/04/2014
Comunicano Observes Telecom Trends at ITEXPO East - 04/03/2014
Collab9 Helps Organizations Make Use of the Cloud for Broader Collaboration - 04/03/2014
CommLogik Brings Value-added UC Technology to Latin America - 04/03/2014
Call Recording and Quality Management Can Help You Replicate Top Agent Behaviors - 04/03/2014
In the Cloud, the IVR Becomes a Tool for Customer Satisfaction, Not Customer Aggravation - 04/03/2014
Inefficient Contact Center Scheduling Could Be Costing Small Centers $50,000 Each Year - 04/03/2014
Zeacom Plans to Double Microsoft Lync Customers in the Next Quarter - 04/02/2014
Communicano Observes Telecom Trends at ITEXPO East - 04/02/2014
KORE Telematics Brings Satellite Services into Play Alongside Cellular - 04/01/2014
Eurotech Aims to Make M2M Integration Easier - 04/01/2014
Five9 Discusses How to Bring Meaning to Customer Relationships Today - 04/01/2014
Cloud Contact Centers Find Benefit Beyond Cost - 04/01/2014
Sharing of Cloud Telephony Resources Could Cause Headaches in Telemarketing Non-Compliance - 03/31/2014
Study Finds That Twitter is the Least Effective Social Media Channel for Customer Support - 03/31/2014
Marketing Automation in the Cloud Helps Companies Launch More Effective Campaigns, Faster - 03/28/2014
Even Restaurants and Cinemas Can Benefit from Deep Data Analysis - 03/28/2014
Taking the 'Big Brother' Fears Out of Workforce Management Solutions - 03/27/2014
Closing the Loop In Call Center Training Requires Regular Monitoring and Follow-up - 03/27/2014
snom Covers the VoIP Telephony Needs of Businesses of All Sizes - 03/27/2014
Wheelings & Dealings: SAP Brings Fieldglass' Vendor Management System on Board - 03/26/2014
A Boost in Efficiency Translates to a Boost in the Customer Experience - 03/26/2014
Sonus Stays Ahead of the Curve in a Changing Enterprise Communications Landscape - 03/26/2014
Study Finds That Customers Still Place the Most Importance on Telephone Calls - 03/26/2014
APB Takes the Fuss Out of Access Control with IP Technology - 03/25/2014
USA VoIP Sets Goals for the American IP Telephony Marketplace - 03/25/2014
Xorcom Aims to Be a One Stop Shop for Business Telephony Solutions - 03/25/2014
Scheduling and Adherence Are Still the Contact Center's Biggest Challenges - 03/25/2014
Sales Enablement Technology is Useless Without Quality Data - 03/24/2014
New York Says Its Call Centers Are Ready for ACA Deadline - 03/24/2014
Contact Centers Moving to Cloud-based Solutions Due to Feature Envy - 03/20/2014
Improving the Odds with Business-to-Business Telemarketing - 03/20/2014
Sales Forecasting Without a Crystal Ball - 03/19/2014
Finding Analytics Success in the Contact Center - 03/19/2014
A Cloud-based Contact Center Shouldn't Mean 'Out of Sight, Out of Mind' - 03/19/2014
U.S. Deportees in Mexico in High Demand for Outsourced Contact Center Work - 03/18/2014
Listen to the Contact Center for Information about Quality - 03/18/2014
Analytics Stretches the Resources of Small Sales Organizations - 03/18/2014
Study Finds HR Big Data Analytics Has Broad Potential in Asia - 03/18/2014
Effective Quality Monitoring Starts with a Definition - 03/18/2014
Salesforce at 15: Market Share Leader in an Incredibly Competitive Industry - 03/18/2014
Contact Center Work Likely to Be One of the Careers of the Future - 03/18/2014
Put Your Tech Dollars Where They'll Improve the Customer Experience - 03/18/2014
Alteva's Unified CaaS Solution Helps Erase Geographic Limitations in Business Collaboration - 03/17/2014
Finding the Most Worthwhile New Technology in a Landscape of Disruptive Technology - 03/17/2014
At ITEXPO, Bolder Thinking Allows Contact Centers to Take Advantage of WebRTC - 03/13/2014
PCI Compliance in the Contact Center Means Making Changes to Call Recording - 03/12/2014
At ITEXPO, Callis Communications Talks Wireless and the Cloud - 03/12/2014
Cisco: Customers Are Finding More Agility and Flexibility in SDN - 03/12/2014
InfoCision: Profitable Contact Center Services on U.S. Soil - 03/11/2014
Which Contact Center Applications Are Best Suited for the Cloud? - 03/11/2014
Politicians in Wisconsin Seek to Ban Political Robocalling - 03/11/2014
Selling Workforce Management Purchases to the Executive Layer - 03/11/2014
Echelon Corporation Demonstrates the Power of the Industrial Internet of Things (IIoT) - 03/11/2014
Exosite Offers an M2M Solution That's About Mass Customization - Not Mass Production - 03/10/2014
ILS Technology Offers M2M Technology to Help Make Money, Save Money and Remain Compliant - 03/10/2014
Telecom Monopolies Stifle Internet Speeds in the US - 03/10/2014
Clients Use Meshify's Spider, Fly and Dragonfly for Easy Machine-to-Machine Connectivity - 03/10/2014
Marketing By Social Media Demands Understanding How Men and Women Use These Channels - 03/10/2014
Scientists from Finland Find Markers in Blood that Predict Early Death - 03/10/2014
Call Center Services Week in Review - 03/08/2014
Outbound Call Center Week in Review - 03/08/2014
Wheelings & Dealings: M&A Week in Review - 03/08/2014
Small Contact Center Transformations Can Make a Big Difference in Employee Engagement - 03/07/2014
Third-Party Remote Call Center Monitoring Can Help Pinpoint Upselling and Cross-Selling Best Practices - 03/07/2014
The Differences Between UK and US Consumers - 03/07/2014
The Differences Between UK and U.S. Consumers - 03/07/2014
Nemertes Finds Interactive Intelligence and Avaya on Top for Affordable IP Contact Center Solutions - 03/07/2014
Convergys and Stream Merger Makes World's Second Largest Call Center Company - 03/06/2014
Have You Gotten Omnichannel Customer Service Right? Your Millennial Customers Demand It - 03/06/2014
When Choosing Outsourced Contact Center Services, the RFP Makes All the Difference - 03/06/2014
Is Contact Center Agent Pay on the Rise? - 03/06/2014
Workforce Management Improves Operations Before, During and After a Shift - 03/06/2014
Workforce Optimization is the Secret of Outsourced Contact Center Success - 03/06/2014
Why Aren't Cable and Satellite TV Companies Scared of Internet Television? - 03/06/2014
FTC Cracks Down on Debt Collectors Using Names That Imply They Are Government Agencies - 03/05/2014
The Hidden Benefits of Workforce Management: Task Automation - 03/05/2014
Effective Big Data Usage Can Improve the Workforce Management Function - 03/05/2014
High Quality Workforce Optimization Solutions Help Contact Centers Find Hidden Inefficiencies - 03/05/2014
Outsourcing Increases a Company's Chances of Facing Cybercrime - 03/05/2014
Wheelings & Dealings: Mitel Acquires Call Recording Company OAISYS - 03/05/2014
Study Finds 'Sales Acceleration' Tools Experiencing Brisk Growth - 03/05/2014
Tokyo Bitcoin Exchange Mt. Gox Sets Up Call Center for Inquiries - 03/04/2014
Cloud Contact Center Leader Five9 Files for IPO - 03/04/2014
Call Recording Companies Can Now Breathe Easier in California - 03/04/2014
ACA International Wants to Help Americans Know Their Debt Collection Rights - 03/04/2014
ACA International Wants to Help Americans Know Their Debt Collections Rights - 03/04/2014
Comings & Goings: Changes at the Top of Microsoft Continue with the Departure of Two Key Executives - 03/04/2014
Call Recording Benefits Agents in Subtle but Real Ways - 03/03/2014
PayPal May Bring a Payment System to Wearable Technology - 03/03/2014
Do Charity Telemarketers Keep Too Much of What They Raise? - 03/03/2014
Treating Internal IM Logs like a Critical Knowledge Base Means Easy Searching of Archives - 03/03/2014
Proper Big Data Analytics Requires Artificial and Organic Intelligence - 03/03/2014
Storing Call Recordings Securely is as Important as Encrypting Them - 03/03/2014
Call Center Services Week in Review - 03/01/2014
Wheelings & Dealings: M&A Week in Review - 03/01/2014
Outbound Call Center Week in Review - 03/01/2014
The State of Web Chat in Customer Support - 02/28/2014
Separating Good Customer Effort from Bad Customer Effort - 02/28/2014
British Spy Agency Collected Millions of Images from Yahoo Webcams - 02/28/2014
Call Recording, Speech Analytics Key to Customer Service Excellence - 02/28/2014
Learning from Others' Early Social Media Mistakes - 02/27/2014
Planning to Migrate Your Contact Center to the Cloud? How's Your Network? - 02/27/2014
Keeping a Cool Head During a Customer Service Disaster - 02/27/2014
UK Customers Are Less Tolerant Than American Customers of Bad Customer Service - 02/27/2014
Canadian Elections Robocall Scam Takes a Weird Turn - 02/27/2014
Proposed Comcast and Time Warner Merger Draws Fire From Pretty Much Everybody - 02/27/2014
The Smartwatches Are Coming - 02/27/2014
Speech Analytics Takes the Random Out of Random Quality Monitoring - 02/26/2014
Readying the Contact Center for Web Chat - 02/26/2014
Interactive Intelligence Broadens Reseller Network with PTP Agreement - 02/26/2014
CTI Screen Pop Gets Second Wind as Contact Centers Seek Higher Efficiencies - 02/26/2014
Yahoo CEO Hopes to Find the Secret of Creating Compelling Ad Content - 02/26/2014
IVR is a Tool: Make Sure You Use it Correctly - 02/25/2014
Ineffective Channels May Be the Source of Your Company's Sales Ills - 02/25/2014
Study Finds Salaries for Contact Center Executives Are on the Rise - 02/25/2014
Woman Attacked While Wearing Google Glass Turns Video of Assailants Over to Police - 02/25/2014
Miami 9-1-1 Contact Center in Flux After Dispatchers Appeared to Sleep on the Job - 02/25/2014
Why Spend So Much Getting Customers to Call, Only to Put Them On Hold? - 02/25/2014
New IDC Study Predicts Strong Continued Growth for Cloud Contact Center Solutions - 02/24/2014
Frost & Sullivan Chooses TIBCO's Tibbr for Enterprise Social Media Leadership - 02/24/2014
The Search for a Better Patient Experience Brings Customer Care Companies to Healthcare - 02/24/2014
Carrier iQ Debuts Algorithms for Customer Analytics Solutions for Mobile Carriers - 02/24/2014
Politicians Finding Out the Consequences of Robocalling Mobile Phones the Hard Way - 02/24/2014
Wheelings & Dealings: M&A Week in Review - 02/22/2014
Outbound Call Center Week in Review - 02/22/2014
Google Developer Tim Bray Resigns after Disagreement about Remote Working - 02/21/2014
Cost Savings in Cloud Contact Center Deployments Come From Multiple Factors - 02/21/2014
Using Historical Data in Call Forecasting Requires Understanding History - 02/21/2014
Wheelings & Dealings: ClickSoftware Acquisition of Xora Will Create Mobile Workforce Management Powerhouse - 02/20/2014
Mobile Wallets, Despite Criticisms, May Be Getting Ready for Their Close-up - 02/20/2014
Just What You've Never Wanted: Dutch Company Debuts Bluetooth E-cigarette - 02/20/2014
Department of Homeland Security Abruptly Cancels Plans to Track License Plates - 02/20/2014
Apple Scores Victory with Russian Wireless Carriers Over iPhone - 02/20/2014
Senator Chuck Schumer Introduces Bill to Stiffen Penalties for Illegal Outbound Automated Calls - 02/20/2014
Smart Meters the Subject of Unfolding Maltese Political Row - 02/20/2014
Are Talking Wearable Health Devices and Apps a Little too Motherly? - 02/19/2014
Frost & Sullivan Award Underscores Innovation in IVR Technology - 02/19/2014
Closing Contact Centers Isn't Evidence of the Decreasing Importance of the Phone Channel - 02/19/2014
Combining Inside Sales, Customer and Technical Support into One Profitable Operation - 02/19/2014
Study Finds Australian Contact Centers Are Embracing the Cloud - 02/19/2014
Proactive Outbound Web Chat Helps Differentiate Commodity Services Providers - 02/18/2014
Capital One Says it Can Show Up at Your Home or Workplace. How's That for Intensive Customer Outreach? - 02/18/2014
The Internet of Things' Place in the Contact Center - 02/18/2014
Los Angeles Fire Department to Rewrite Highly Criticized 911 Emergency Call Center Scripts - 02/18/2014
Consider Quality over Quantity in Measuring Contact Center KPIs - 02/18/2014
Cloud-based Workforce Management Is the Best of All Worlds for Small Non-profit Contact Centers - 02/18/2014
Report Highlights Contact Center Goals for 2014 - 02/18/2014
Appointment Setting in Sales is Both an Art and a Science - 02/18/2014
Jtel and ICCC Partner for Next-Generation Contact Center Functionality in Nordic Countries - 02/15/2014
Cloud Call Center Week in Review - 02/15/2014
Outbound Call Center Week in Review - 02/15/2014
California's ACA Exchange to Add 400 New Contact Center Employees - 02/14/2014
Will Workforce Management Finally Go Mobile This Year? - 02/14/2014
Microsoft Lync Gaining More Presence in the Contact Center - 02/13/2014
Contact Center Executives are Happy and Well Compensated, Unlike Front-line Agents - 02/13/2014
Australian Telecom Giant Telstra to Move 1,000 Contact Center Jobs Offshore to Cut Costs - 02/13/2014
Acqueon to Debut AiQ Contact Center Platform for Microsoft Lync - 02/13/2014
Some Call Centers Hit Roadblocks in Mandate to Allow Text Messages to 9-1-1 - 02/13/2014
Comcast Can Afford to Buy Time Warner But Not To Improve Its Awful Customer Service? - 02/13/2014

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