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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Modern Workforce Management Helps Predict the Future - Sort Of

By: Tracey E. Schelmetic    10/21/2014

Forecasting is a science, and it will never be right all the time. (Witness the weather forecast.) The trick is to use a mix of past behavior - one of…

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Westpac Out for the Best in Customer Experience

By: Steve Anderson    10/16/2014

It's the goal of nearly every organization around to deliver a top-notch customer experience. Really, just ask any set of decision makers around and i…

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The Cost of Poor Customer Satisfaction

By: Tracey E. Schelmetic    10/15/2014

Most companies today strive to offer excellence in customer service. They may have it on a goals list, and they may discuss the idea at every meeting.…

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Improving Wi-Fi Networks with AxonPulse

By: Lavanya Rathnam    10/13/2014

Wireless connectivity is offered by many businesses today as a way to build good relationships with customers. Today, users can access Wi-Fi in retail…

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Workforce Management is a Must, But Should it Come From the Cloud?

By: Susan J. Campbell    10/13/2014

The amount of information available in the market that supports the benefits of the workforce management solution makes it an easy sell for those in t…

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Young Call Center Workers Encouraged To Finish Studies

By: Michelle Amodio    10/8/2014

When it comes to the call center workforce, completing studies is key to continued success. While that may seem like an obvious statement, the trend i…

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Wendy's Franchisee LDF Pairs with Earthlink to Improve Customer Experience

By: Casey Houser    10/7/2014

Many readers of this article have likely been to, or have at least heard of, the Wendy's fast food chain. One franchisee operator, LDF Food Group, wil…

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Second Annual Customer Experience Day Set for October 7

By: Ben Linton    10/6/2014

Providing a great customer experience is often the game-changer for businesses that might otherwise be lost in the sea of competition. But the concept…

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Call Centers Restrict Their Potential with Manual Workforce Management Processes

By: Tracey E. Schelmetic    10/6/2014

We like to think that the contact center is a pretty automated place. After all, software solutions to make customers' (and agents') lives easier have…

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InfoTrends Adds Customer Communications Management Guide

By: David Delony    10/3/2014

InfoTrends has expanded its Ultimate Guide Online Program, adding a Customer Communications Management (CCM) guide that it says better reflects growin…

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J.D. Power Releases Results of Service Provider Satisfaction Studies

By: Casey Houser    9/30/2014

A recent report from J.D. Power indicates that the television, Internet, and telephone service provider industries are seeing small customer experienc…

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Survey Measures Workplace Distractions

By: David Delony    9/30/2014

As long as people still work, they'll always find ways to avoid actually doing their work. The Human Capital Institute (HCI) has released another vers…

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Can Middle Managers Prove an Innovation Gold Mine?

By: Steve Anderson    9/29/2014

While the middle manager of today's office is commonly regarded as something of a slow-witted villain drunk on his or her own inflated sense of self-i…

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Good Customer Experience Starts with the Employee

By: Michelle Amodio    9/26/2014

The job of a ship's captain is a big one, as this person maintains the logs, details the ship's course and speed, and keeps an eye on the weather for …

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Study: Consumer Confidence Needs More in Banking Sector

By: Michelle Amodio    9/26/2014

According to the most recent U.K. Customer Satisfaction Index (UKCSI) scores, banking customer service has been on a steady decline.

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Going Beyond the Basics to Make the Most of Workforce Management

By: Tracey E. Schelmetic    9/24/2014

According to Ciarlo, a good workforce management solution can also help in the area management discipline, allowing managers and executives to conduct…

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Brokerage Firm to Sell Portfolio of Seven Workforce Management Patents

By: Casey Houser    9/22/2014

The company will be approaching potential buyers to explain the benefits the portfolio can provide for their individual companies. Following bids rece…

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Report Shows the Growing Need for Customer Relationship Management

By: Casey Houser    9/19/2014

Many readers of business news have certainly witnessed the growing trend of enterprises focusing more on their relationships with customers. Gone are …

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UK Medical Equipment Company Opens Customer Experience Center

By: Casey Houser    9/19/2014

While many enterprises in the U.S. are opening new customer service centers that house all manner of brand representatives, one company across the Atl…

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Effective Quality Monitoring Depends on Training and Employee Expectations

By: Casey Houser    9/17/2014

Call center management, among its many other responsibilities, is tasked with monitoring operations and employees. This can manifest in activities suc…

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Workforce Management Solutions Can Lighten the Load for Call Center Managers

By: Laura Stotler    9/17/2014

Many of today's WFM solutions offer mobile apps, enabling managers to step away from the office and still be apprised of activity. Sometimes a few min…

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RADCOM Works with Intel to Improve Customer Experience Management

By: Nathesh    9/12/2014

RADCOM, a customer experience management provider, stated that its MaveriQ is now furnished with the capability to make use of Intel's Ethernet XL710 …

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Abu Dhabi Education Council's Finds Order with New Customer Management System

By: Madhubanti Rudra    9/12/2014

Does the idea of visiting of a government office make you nervous because of the long waiting time to reach the right person? The picture is more or l…

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Invest in the Customer Experience, Not Advertising

By: Laura Stotler    9/11/2014

Advertising is an established and proven way to send a targeted message to your customers. It offers a measurable return and campaigns may be carefull…

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