Customer Service Software Launches on CustomerZone360 Inside Sales Lead Management Launches on CustomerZone360 CRM: It's Getting Better All the Time Remembering the 'Optimization' Part of Workforce Optimization Feedback from Customers Can Improve Workforce Management

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INTERNET TELEPHONY, TMC Name CRM Excellence Award Winners
Delivering a positive customer experience has become an important call to action for many organizations. Customer relationship management solutions can help businesses get there. Here are some of the solutions in the CRM space that deliver on that pr… - 07/28/2016

Surveys/Voice of the Customer
Customer experience has become an oft-repeated phrase in business in the past few years. One obvious way businesses can get a better handle on the customer experience they deliver is by asking customers for their feedback via surveys or employing oth… - 07/28/2016

Thrive in the Self-Service Era with Search
According to Forrester Research, 72 percent of U.S. online consumers would rather use a company's website to answer their questions than contact them via telephone or email. People of all ages (not just impatient millennials) want their answers fast … - 07/28/2016

How Understanding Regional Nuances Can Give Your Business an Edge
Customers from around the U.S. no doubt share common traits and preferences, including a universal interest in saving money when they shop. But an Excentus survey of 1,016 U.S. consumers about their loyalty program preferences and activities identifi… - 07/28/2016

Putting Gamification into Play in the Contact Center
Contact center operations and gamification were meant for each other. Few other business environments bring so many people together to perform similar routines for a common set of business objectives with a similar set of pressures. Employee attendan… - 07/28/2016

Facebook's Plan to Take Over the World - Next Stop: Customer Service
For businesses, this means more options to reach out to their customers and prospects where they are - on Facebook (and on their mobile phones on Facebook). For those in customer service, meanwhile, the recent Facebook Platform announcement and some … - 07/28/2016

How Personal is Personalized Marketing?
Studies show that marketers who deploy marketing automation campaigns are finding it much more challenging to garner customer engagement. Email drip campaign statistics alone are scary. Of the 75 emails that hit the average person's inbox each day, m… - 07/28/2016

Analytics Trend Prompts New Partnerships
Analytics is hot, and it's being use for everything from predicting when prospects are prime to make a purchase to when customers are likely to jump ship. Indeed, Gartner believes predictive and prescriptive analytics will attract 40 percent of enter… - 07/28/2016

SYSTRAN Introduces Cloud-Based API for Multilingual App Development
SYSTRAN has a new cloud-based API for multilingual app development. This follows up on news in January that the company signed a license agreement with Kingsoft, China's largest office software company. (If you're interested in learning more about AP… - 07/28/2016

IOVOX Insights Delivers Google Analytics-Like Experience for Phone Calls
Phone calling traffic is going through the roof, but because over-the-top apps make phone calls free, telcos haven't benefitted from this growth, says IOVOX CEO and Co-founder Ryan Gallagher. His company aims to change that with the introduction of I… - 07/28/2016