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

Featured Stories

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
From - IVR

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

Inside Sales Start With Outside Legwork
You would think that any salesperson worth their salt would know to do some homework about a client before actually speaking with that prospective client. Yet according to one veteran of the business, it's a lot less common than you'd think. - 11/20/2014

Startup 'Thanx' You for Shopping: Revolutionizing the Loyalty Card
Loyalty cards are generally a welcome part of the shopping customer experience. From the lowliest punch card for a free latte to the most high-tech app-driven experience geared toward keeping all a user's purchases handy to refer to, most shoppers li… - 11/19/2014

Monet WFO Live Receives Accolades for Exceptional Customer Experience
Monet WFO Live relies on the cloud to bring quality monitoring, desktop and speech, and performance management to the managers who need these tools the most. - 11/19/2014