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Don't Let Contact Center Rules Squash the Initiative of High Performing Employees
While every organization and industry is different, when it comes to high-performing employees, there are shared characteristics. High performing employees are generally classified as those who have their own systems for staying organized and knowled… - 05/24/2016

How to Get Users for Your Mobile App
If you're like the most of us, the first thing that you do when you wake up is reach for your phone. Then you browse your phone for a bit again before going to sleep. That's not to mention that you rely on our phone throughout the day for everything … - 05/23/2016

Workforce Optimization
The workforce optimization market is a mature one for which organic growth is "sluggish," according to the 2015 Workforce Optimization Mid-Year Market Share Report from DMG Consulting LLC. - 05/23/2016

Four Steps to Improve Data Quality in the Call Center
New information flows constantly into the call center, feeding master data systems that run all sorts of business operations, call center modeling and analysis. The call center itself may even generate more data than any other corporate function, cre… - 05/23/2016

Why Your Company Might Want to Consider Building a Knowledgebase
Self-service technology - whether in store or online - is a value-add today's connected customer has come to expect. With competition plentiful and differentiation difficult, one bad customer experience can be the difference between a loyal customer … - 05/23/2016

Turning on the Trust Filter: How the Internet Has Changed the Role of Influencers in the Buying Process
It is well recognized that consumer buying behavior has gone through a significant change over the past decade, mostly due to the availability of information and the ease of connecting to peers. We have all become hyper-connected, and the result is a… - 05/23/2016

Strategic Marketing Automation: Not Just Wielding a Hammer, but Building a House
In the past, marketing has often been viewed as a series of unrelated or disjointed tasks. The focus was on the tasks: website done, product collateral created, trade shows scheduled, SEO goals achieved, pay-per-click programs in place. - 05/23/2016

Getting Up to Speed with CPQ
Customers have changed a lot over the last 20 years. If you're a customer you can likely recognize that in your own life. Your expectations of the buying process have changed, and the companies you buy from are the ones that have adjusted to those ch… - 05/23/2016

Enterprise Virtual Assistants: Bringing the Self-Service Experience to Contact Center Agents
Many of us have grown accustomed to, if not become reliant on, virtual assistants such as Siri, Cortana, or Alexa. They've redefined interactions in our daily lives, providing guidance and assistance, streamlining everyday activities, and even antici… - 05/23/2016

News Bits
Supervisor Assist is a new live coaching solution from CafeX Communications that enables contact center supervisors to listen to, observe, and interact with agents in real time during customer calls directly from any web browser. That allows for fast… - 05/23/2016