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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Recipients of the 2017 CUSTOMER Products of the Year Award Announced
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2017 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine. - 02/24/2017

Workforce Management Market Set to Grow
There is evidence that many organizations are finding that modern workforce management solutions are the answer to the over- or under-staffing problem. While small to medium-sized companies (SMBs) still overwhelmingly use conventional methods of keep… - 02/23/2017

Understand Your Business Better: Take a Walk in the Contact Center
Decision makers often have too little insight into their products, services and customers to make smart decisions or engage in meaningful workforce management. - 02/23/2017

Contact Center Solutions Are a Bridge between Agents and Customers
It's call center management's job to ensure that agents have the right tools to service customers in a way that delights those customers. Without updated contact center solutions, extending - 02/16/2017

Seeing Beyond the Customer Loyalty Illusion
Traditional customer loyalty programs are costing organizations significantly more and delivering significantly less than they used to. With 78 percent of U.S. consumers retracting loyalty at profit-crushing rates, and 54 percent switching providers … - 02/15/2017

AI, CX, Emotional Intelligence & Love
There's a lot of talk about emotional intelligence in customer service these days. And now artificial intelligence can help businesses better understand the emotional state of their customers and prospects. - 02/14/2017

Forecasting is a Critical Element of Workforce Management
Many workforce management solutions today specialize in creating accurate forecasts. Buyers of WFM solutions should ensure that any tool they're evaluating has the capability to compile and analyze historical data, for starters. But there's a lot mor… - 02/13/2017

Five Must-Have Sales Management Tools
Top-notch sales execution is critical to maintaining an edge in today's highly competitive business environment. Consequently, sales leaders' No. 1 priority is to elevate performance in their organizations, while driving their teams to increase produ… - 02/09/2017

Workforce Management Delivers Value Where It Counts Most
With WFM, the appropriate data is automatically collected and delivered so you always know how you're doing. Being able to track metrics is an important element of workforce management. - 02/07/2017

Improving Productivity and Efficiency in the Contact Center
Efficiency and productivity are the two most important elements of successful call center management. Neither will be easy to maintain: no red light flashes on when the quality of the customer experience begins taking a nosedive. - 02/06/2017