SPLICE Software Discusses How Gamification Strengthens the Workforce

By: Alisen Downey    1/14/2015

People use their computers and mobile devices for all kinds of purposes these days-and that includes playing games. So how can companies take technolo…

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Companies of All Sizes See the Benefits of Workforce Management in the Cloud

By: Tracey E. Schelmetic    1/14/2015

While companies of all sizes and in all industries are taking advantage of cloud-based solutions today, the call center has seen some of the most star…

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The Big Difference Between Customer Service & Customer Experience

By: Steve Anderson    1/13/2015

It wasn't so long ago, really, when customer service and customer experience were considered to be one and the same. In fact, back in 1985, the two me…

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3 Methods to Help Your Agents Manage Customer Service Situations

By: Susan J. Campbell    1/13/2015

Finally, there's the ELI5 technique - keeping it simple. Companies can often get lost in the brand message and forget that their customers don't live,…

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RADCOM Upgrades South American Telecom to MaveriQ Software

By: Casey Houser    1/9/2015

RADCOM, a provider of customer experience management software for telecom operators, recently announced that it has extended its relationship with a t…

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Earning Customer Loyalty Starts with Defining It

By: Tracey E. Schelmetic    1/7/2015

What's the optimum outcome of the customer experience? Is it revenue? Is it first-call resolution? Customer advocacy? Different companies might have d…

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Workforce Management in Huge Demand in Healthcare

By: Susan J. Campbell    1/6/2015

Agents may be used to call and remind clients to take medication, follow-up on appointments, check in to answer questions and more. When patients or c…

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Call Centers Can Greet a Better New Year by Revamping Workforce Management

By: Tracey E. Schelmetic    1/5/2015

Most businesses begin a new year looking for a way to reform operations, improve efficiencies and save money. There are a nearly endless number of pat…

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The Customer Experience Needs to be Primary Focus in Workforce Management

By: Susan J. Campbell    12/30/2014

The competitive landscape - it's something the business leader has to assess when going into business and on an ongoing basis. You have to know what y…

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Websites Gear Up to Improve Customer Experience in 2015

By: Tara Seals    12/29/2014

Web surfing has settled into predictable patterns for consumers: when it comes to digital customer engagement, a basic Website with a click-to-email f…

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Can You Schedule 'Empathy' as a Call Center Skill?

By: Tracey E. Schelmetic    12/22/2014

When it comes to managing a call center workforce, what's good for the call center and its employees often isn't the same as what's good for the custo…

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Why Automation is Better for Call Center Scheduling Efficiency

By: Susan J. Campbell    12/22/2014

There are a number of metrics that call center management examine in assessing the performance of the customer service division. Criteria like number …

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How United's Voice of the Customer Program Lets the Company Soar

By: Steve Anderson    12/22/2014

With the last few days before Christmas closing in, and Hanukkah already in full swing, there are plenty of people out there making travel plans, assu…

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IDC Futurescape Report Predicts Fate of Customer Service

By: Casey Houser    12/19/2014

International Data Corporation, a research and advisory firm, recently released its IDC Futurescape report that makes predictions about the state of g…

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UK Customers Embracing the Mobile Experience, According to Recent Survey

By: Clayton Hamshar    12/18/2014

A recent study by Oxygen8, a global provider of integrated mobile products, found that 47 percent of mobile users in the U.K. would like more opportun…

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Is Your Quality Monitoring Process Working for the Contact Center or Its Customers?

By: Tracey E. Schelmetic    12/18/2014

The end of one year and the start of a next, represent a new opportunity for every contact center. There are few organizations today who can say their…

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Learn Why Agent Visibility is Critical to Contact Center Performance

By: Susan J. Campbell    12/15/2014

Performance in the contact center is a measure often top of mind for call center management. To get a first-hand look at how one solution is enabling …

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Taking Control of the Customer Experience with Workforce Management

By: Tracey E. Schelmetic    12/12/2014

Whatever business a company engages in, its business with a potential customer starts at the first point of contact. This could be in person at a reta…

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NCR Applies Predictive Services to Enhance Akbank Customer Experience

By: Casey Houser    12/10/2014

NCR, a manufacturer of hardware and software for consumer monetary transactions, recently announced the continuation an ongoing partnership. It will p…

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A Great Experience Makes Customers for Life

By: Steve Anderson    12/8/2014

Customers can be tough to get, but with the proper mix of good advertising, powerful marketing, and even the right promotion at the right time, custom…

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How a Story Can Impact Your Workforce Management

By: Susan J. Campbell    12/8/2014

Second, do your employees understand how the company got started? There was some reason, some passion that led the founder to take the risk in the fir…

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OneView Mobilizes Service Reps for 'Customer for Life' Experience

By: Alisen Downey    12/4/2014

Delivering a personalized customer experience is vital in business today, as it shows customers that-rather than only seeing dollar signs when they lo…

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Why Workforce Management Solutions Should Include Speech Analytics

By: Susan J. Campbell    12/3/2014

The point is that solutions are available that allow you to dig deep into these interactions so you can effectively measure the experience against the…

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Want Great E-commerce Results? Focus on Customer Experience

By: Steve Anderson    12/2/2014

It's not exactly a hidden point these days that customers are price-conscious. People are watching wallets very closely thanks to instability in the j…

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The Most Critical Support Pillars of Customer Engagement and Loyalty

By: Tracey E. Schelmetic    12/1/2014

There are those who say customer loyalty is dead today. This isn't true. It's just that customers have changed the criteria for their loyalty: instead…

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Call Centers Find That 'Quiet Rooms' Improve Employee Engagement

By: Tracey E. Schelmetic    11/26/2014

Results of the quiet room experiments were very encouraging. Companies using them reported fewer escalated calls to supervisors due to stressed out ag…

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All You Want for Christmas is Satisfied Customers

By: Steve Anderson    11/25/2014

Once again, Black Friday comes late in the year, and though stores have been pushing back the holidays for some time now-let's face it, who didn't see…

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Putting Good Customer Experience into Practice

By: Mae Kowalke    11/24/2014

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…

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Do You Know Your Customer Effort Score?

By: Mae Kowalke    11/24/2014

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 a…

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Philippines Airlines Rated Among the Best in Customer Service

By: Oliver VanDervoort    11/20/2014

Making sure customers are happy and well engaged is the goal of most businesses, whether talking about the call center, retail or service industry. Ph…

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Startup 'Thanx' You for Shopping: Revolutionizing the Loyalty Card

By: Steve Anderson    11/19/2014

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 ap…

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Monet WFO Live Receives Accolades for Exceptional Customer Experience

By: Michelle Amodio    11/19/2014

Monet WFO Live relies on the cloud to bring quality monitoring, desktop and speech, and performance management to the managers who need these tools th…

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More Large Enterprises Starting to 'Get' the Benefits of the Cloud

By: Tracey E. Schelmetic    11/17/2014

It seems that larger enterprises are getting the message about the benefits of the cloud and the lack of risk. Research from Gartner predicts that 50 …

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When the Customer Experience is Overwhelming

By: Michelle Amodio    11/14/2014

Regardless of the size of your business, it's good practice to have a follow up process in place after you've dealt with a customer. If you offer some…

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'Quality' Should Be Defined by Customers, Not Contact Centers

By: Tracey E. Schelmetic    11/12/2014

This principle, in turn, can boost critical employee engagement, which will lead directly to improvement of the customer experience. Whichever path yo…

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The Redefining of GNC Customer Service

By: Casey Houser    11/11/2014

A recent news report reveals that the health supplement store GNC has taken a hit this year on Wall Street, having failed to reach the same success as…

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Workforce Recovery After Downturn Brings Familiar Problems

By: Michelle Amodio    11/11/2014

Depending on what reports you pay attention to, you may or may not see that the hiring slump that faced a lot of businesses is on the up and up. Some …

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Nigeria Hopes to Clean Up Banking Image with Better Customer Support

By: Tracey E. Schelmetic    11/5/2014

It's no secret to anyone who has received a scam message from Nigeria asking for their bank details that financial fraud is rife in that African natio…

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Majestic Wine Grows SDL Partnership to Improve Customer Experience

By: Clayton Hamshar    11/5/2014

Majestic Wine is working to deliver a more personalized customer experience by expanding its partnership with SDL and adding more solutions under SDL'…

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Dealing with an Aging Workforce

By: Mae Kowalke    11/5/2014

Adjusting for an older workforce does not just mean collecting data, however; it also means putting into place education programs through HR, and leve…

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Why Third Party Workforce Management Makes Sense

By: Susan J. Campbell    11/3/2014

How do you manage those who are responsible for helping you achieve your goals? In the contact center, it's not uncommon to have workforce management …

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How Can Big Data Enhance Customer Experience?

By: Lavanya Rathnam    10/29/2014

Big data analytics technology collects information from different sources and helps analysts to create meaningful patterns from it. Its usefulness cut…

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Travel Shoppers Increasingly Concerned About Overall Device Experience

By: Steve Anderson    10/29/2014

It's one thing-indeed, a very important one thing-to have a handle on the mobile experience, but that by itself is proving to be not enough for shoppe…

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Company (and Agent) Effort Are Critical to Customer's Perception of a Positive Experience

By: Tracey E. Schelmetic    10/28/2014

We talk a lot about customer satisfaction today: how to achieve it, how to measure it, how to improve it and even how to report on it. What's less dis…

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Coming & Goings: Nintex Announces Two Appointments to Board of Directors

By: Rahul Arora    10/28/2014

Nintex, a company that provides workflow automation solutions, recently announced that Steve Largent and Brian V. Turner have joined the company's boa…

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How to Keep Quality Employees

By: Susan J. Campbell    10/27/2014

If you had to examine your current call center and point to the biggest drains on resources, would turnover make the list? It's not uncommon for call …

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Study: IDC Energy Insights Releases 2014 CXIT and Social Survey

By: Casey Houser    10/22/2014

IDC Energy Insights recently announced the results of its annual report, the 2014 CXIT and Social Survey. It shows that customers of energy suppliers,…

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Beacon Technology Improves the Air Travel Customer Experience

By: Christopher Mohr    10/22/2014

To most people, the idea of getting away for a while is appealing. Whether it's a trip to another country to go sightseeing, enjoy nature or simply do…

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Smartsheet Work Management Seeks to Show How Businesses Operate

By: Casey Houser    10/21/2014

There is a lot of focus on business technologies that can improve employee collaboration. One segment of that technology that is rarely discussed, how…

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Customer Experience Survey Reveals Speed as Top Priority

By: Alisen Downey    10/21/2014

When you imagine a typical call center interaction, what do you think is the most important component for ensuring a positive customer experience? The…

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