How Virtual Reality is Changing the Buying Experience Instead of Engaging Multiple Customers, Focus on One at a Time Feedback from Customers Can Improve Workforce Management

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CUSTOMER Magazine Announces Recipients of the 2016 Customer Experience Innovation Awards
The 2016 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences over all channels, including social. - 12/01/2016

TMC Announces Winners of the 2016 CUSTOMER Magazine TMC Labs Innovation Award
The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors of CUSTOMER magazine and the engineers at TMC Labs, TMC's respected product review division. - 12/01/2016

Leveraging Technology to Foster Trust and Enhance Customer Experience
Keeping up with technology trends in the contact center takes a lot of work, but it offers a big reward. A positive approach that treats customers with a healthy dose of consideration can produce results and promote lasting customer loyalty. - 11/30/2016

Train Your Reps for Customer Service and Marketing
Better workforce management means getting to understand different departments and delivering the same training to get everyone on board for success. - 11/29/2016

Look for These Qualities When Hiring Call Center Agents
You're already looking to hire the obvious skillsets, but overlooking these attributes could challenge even the best workforce management solutions. - 11/29/2016

Skillful Scheduling Navigates Contact Centers through the Dark Months
The end of the year presents multiple challenges to contact center managers. A good call center scheduling plan, backed up by a flexible solution, can help. - 11/22/2016

AI Can Help Boost Agents' Emotional Intelligence
Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management. - 11/21/2016

What Contact Centers Look for in a Cloud Service Provider
The contact center has evolved as customer expectations have become more demanding. Complex technology is required to manage the increasingly connected and interactive communications between customers and agents. - 11/17/2016

Top Three Ways to Prepare your Call Center Staff for Peak Season
The key to maintaining (and enhancing) customer satisfaction during the holidays is by prepping call centers, and entire customer care organizations, as far in advance as possible to deal with the many challenges of peak season. - 11/17/2016

A Startup's Secret Sauce: Customer Experience
One of the defining characteristics of virtually any successful startup is an obsession with perfectly calibrated customer experience. - 11/17/2016