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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Putting Good Customer Experience into Practice
There's a lot of talk about how businesses can no longer sit on their laurels when it comes to pleasing the customer; one of the hottest business buzz words these days is the "customer experience," which just means that businesses need to ensure that… - 11/24/2014

How the Landing Page Can Help Inside Sales Lead Management
Whether you're a local operation or target prospects internationally, you likely have a proven strategy in place to identify potential leads and turn them into new customers. - 11/24/2014

Do You Know Your Customer Effort Score?
The other, customer effort score (CES), assesses the amount of effort that a customer had to spend in order to resolve an issue. While not as direct as NPS, CES nonetheless is a clear indicator of how a contact center is performing-and where NPS will… - 11/24/2014

Multichannel Integration Gives Agent Desktops an Edge
People today expect to be able to reach out to customer support centers using a wide variety of channels that are already available to them in their daily lives. These channels include standard voice calls, as well as email, live chat, and more. By i… - 11/21/2014

Video: The Next Lead-Generation Frontier
Drumming up leads is as integral to the sales process as closing the deal. Increasingly, video has become a potent tool in the box when it comes to leads. - 11/21/2014

IVR Can be Better Than It is
But let's face it: IVR has a bad rap. Many callers start say "Representative" as soon as their call is answered, if only to avoid a never-ending menu of choices. Yet there is a way to get users comfortable with IVR, and make it their destination of c… - 11/21/2014
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Cloud Collaboration Leads to Stronger Support
While excellent customer support should be the through-line of any business strategy, that support has to come from somewhere. Successful companies know that their real strength starts on the inside. Companies that use customer support software to ma… - 11/21/2014

Is Your IVR Speaking the Caller's Language?
A call center's IVR (Interactive Voice Response) can either be a blessing or a curse, depending on how it's programmed, and how intuitively it can hear and properly respond to a caller's queries. - 11/20/2014
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Philippines Airlines Rated Among the Best in Customer Service
Making sure customers are happy and well engaged is the goal of most businesses, whether talking about the call center, retail or service industry. Philippines Airlines seems to understand this in a way that other airlines haven't quite figured out. … - 11/20/2014

Twitter Challenges that its Texts Fall Under the TCPA
The definition of what constitutes an auto dialer (ATDS) continues to rage as an increasing number of Web services now include texting as a notification method. - 11/20/2014