CRM: It's Getting Better All the Time Remembering the 'Optimization' Part of Workforce Optimization Feedback from Customers Can Improve Workforce Management

Featured Stories

Instead of Engaging Multiple Customers, Focus on One at a Time
The first step to solving a problem, according to the old philosophy, is admitting that you have one. While statistics show that Americans are increasingly unimpressed with the quality of customer support they are being offered today, the companies p… - 08/31/2016

Quick Win or Sustainable Success -the Key Workforce Management Question
The concept of productivity and optimization can often elude even the best managers in customer service. The failure is not so much in a lack of understanding, but rather a lack of the right tools to drive workforce management. When upper management … - 08/30/2016

Operationalizing Customer Obsession, Part One: One Size Does Not Fit All
Like anything in life, determining the best way to deliver value and happiness to customers takes time and patience. You want to give your customers the best experience possible, but what does that look like and how do you get there? - 08/29/2016

How Virtual Reality is Changing the Buying Experience
Organizations that can engage customers and prospects, the thinking goes, get more than a one-time purchase from those customers. They can win customer loyalty - meaning additional business in the long term both from those individuals and, potentiall… - 08/25/2016

CUSTOMER, TMC Reveal Speech Technology Excellence Award Winners
CUSTOMER magazine and its parent company, TMC, are happy to announce the winners of our annual Speech Technology Excellence awards. These awards recognize companies that offer innovative and cost-saving solutions for their clients. - 08/25/2016

Compliance Solutions
This month's Roundup features companies and products that address compliance related to the contact center. - 08/25/2016

How to Make the Build, Buy, or Outsource Decision
It's been said that the secret to company growth is customer service. Just look at the success of global companies such as Nordstrom and Amazon. - 08/25/2016

Partner Duo to Help Service Providers Deliver Contact Center Solutions
Communications services providers today are challenged with finding new revenue sources. Much of this discussion centers on tier 1 CSPs, but more medium-sized and small service providers are in the same boat. One new revenue source they may not have … - 08/25/2016

Jetlore Helps Companies Make Closer Connections with Customers
Amazon and Google today dominate transactional commerce, which makes it difficult for any other brand to succeed in this realm, says Jetlore's Vice President of Market Dan Buckstaff. That's why Jetlore, a startup founded in 2011, has turned its atten… - 08/25/2016

How to Reach High-Growth Customers with In-Depth Big Data
If marketers are not focused on finding consumer segments that offer the highest growth, they are doing something wrong. These segments offer not only the chance to increase profits, but also the opportunity to develop long-term relationships with cu… - 08/25/2016