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CUSTOMER NEWS

Is It Time for a Contact Center Workforce Management Health Check?

By: Tracey E. Schelmetic    6/16/2014

There is a strong disconnect between how well companies think they are servicing customers and how well they actually are. Many companies are often st…

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Cloud-based Workforce Management Eliminates the Upgrade Headaches of Premises-Based Solutions

By: Tracey E. Schelmetic    6/16/2014

Using a cloud-based solution, contact centers can completely sidestep these expensive upgrades. The nature of the cloud-based solutions means that upd…

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Better Workforce Management with Improved Scheduling

By: CustomerZone360 Staff    6/12/2014

Contact centers have another problem that exacerbates this: extremely high turnover. While the average annual turnover for a contact center is about 3…

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How Can Hosted Solutions Improve the Customer Experience?

By: Susan J. Campbell    6/10/2014

The demands placed on the contact center today would put the call center of yesterday into a tailspin. Customers not only want quick service, but they…

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Building a Stronger Contact Center with Robust Performance Management

By: Tracey E. Schelmetic    6/10/2014

Most contact centers engage in some kind of performance management system. Often, it comes in the form of using the center's call recording solution t…

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The New Customer Experience: Predictions for the Future

By: David Gutbezahl    6/5/2014

Everyone knows just how much technology is in flux. Companies are constantly adapting to innovative new software, and the world of business is evolvin…

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Customer Experience: Contact Center Vital Stop in Customer Journey as Voice of Your Brand

By: Steve Brubaker    6/5/2014

The final paragraph in the article talks about the importance of employee engagement for customer experience professionals. I couldn't agree more. A h…

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Insurance Industry Invests in Customer Experience Improvement

By: Michelle Nicolson    6/4/2014

While technology adoption rates have increased rapidly for insurance companies looking to cut costs and improve efficiencies, today the focus in the i…

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Strategies to Optimize Workforce Management

By: Susan J. Campbell    6/3/2014

Managing the workforce is one of those must-have activities in the call center that can either make or break your success. That may mean you simply la…

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Strategies to Optimize Workforce Management

By: Susan J. Campbell    6/3/2014

Managing the workforce is one of those must-have activities in the call center that can either make or break your success. That may mean you simply la…

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How Workforce Management Can Improve Employee Motivation

By: Tracey E. Schelmetic    6/3/2014

Workforce management can do a lot of things for a company. It can ensure that realistic schedules are created and adhered to, ensuring that the contac…

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Workforce Management A Big Problem for Government

By: Steve Anderson    5/30/2014

The government isn't exactly the first place that's considered when looking for models of efficiency, and even when it looks to do the right thing, th…

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SaaShr Gives Resellers New Tools to Take On SMB Market

By: Steve Anderson    5/30/2014

There's a projected hours mechanism that allows for easier tracking of labor costs and projected overtime, if needed, as well as integration with comp…

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Velvet Rope Customer Service: Making Customers Feel Part of Something Exclusive

By: Steve Anderson    5/27/2014

How can a business best improve its customer experience? A lot has been made of this topic in the past, and there are possibilities aplenty when it co…

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A Smoother Shopping Trip At Home Depot May Be Ahead

By: Steve Anderson    5/27/2014

While most people don't dread a trip to Home Depot-indeed, some find it a relaxing excursion to browse the latest in tools and home improvement paraph…

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Regular Evaluation Means Better Customer Service

By: Jonathan Keane    5/21/2014

Analytical technology will have a great effect on how customer service is delivered. That's according to a blog post from Rex Dorricott, CEO of custom…

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Effective Workforce Management and Scheduling Boosts Service Levels and Suppresses Costs

By: Tracey E. Schelmetic    5/21/2014

Call centers are facing something of a conundrum today. Customers have higher standards and less patience when it comes to waiting for service or wait…

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Making the 'Customer Journey' a Good One with Analytics

By: Michelle Amodio    5/21/2014

In the customer relationship management industry, we have a few phrases to describe how and when customers interact with businesses. Companies are alw…

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A Job Well Done: American Workers Not so Impressed with Gamification and Thanks

By: Steve Anderson    5/19/2014

One of the great things about changes in technology is that the sheer number of possibilities that are opened up when they are put to use. But as is t…

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UnionPay Chooses Radware to Speed Up Webpages

By: David Delony    5/16/2014

Radware, a provider of cloud application delivery and security solutions, has announced that UnionPay, a Shanghai-based bank card association, has cho…

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Get Back to Basics for Customer Experience and Loyalty

By: Michelle Amodio    5/15/2014

The social media explosion has changed how businesses are communicating with their customers. While it's easy to reach out to customers with the push …

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Link Between Customer Service and Profits is Stronger than Ever in the Digital Age

By: Michelle Nicolson    5/14/2014

While "the customer is always right" has been the mantra of companies since the beginnings of capitalism, new research indicates that customer service…

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Consider an Advisory Board to Hear the Real Voices of Your Customers

By: Tracey E. Schelmetic    5/14/2014

A lot of lip service is paid to the idea of listening to customers. The "voice of the customer," while a great modern tool to help understand what cus…

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Watch Out for False Cloud Claims

By: Tracey E. Schelmetic    5/13/2014

One way to spot a pretender is to examine the way the company is demanding you pay for the solution, says Ciarlo. A company buying a real cloud-based …

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Customers Value 'Easy' Over Nearly All Other Contact Center Considerations

By: Tracey E. Schelmetic    5/13/2014

How do you make customers happy? It's a question that merchants, retailers and sales teams have been asking since time immemorial, and everybody seems…

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The Four Skills That are Absolutely Essential to Workplace Success

By: Special Guest    5/12/2014

Today, many employees and job seekers are struggling to attain the skills they need to keep continuously relevant and productive in an ever-changing w…

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Boost Customer Experience with Text Messaging

By: Alisen Downey    5/9/2014

The customer experience is on everyone's minds these days. Companies find that now, more than ever, they need to be asking themselves what their audie…

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Accor Improves the Customer Experience for Hotel Guests

By: Kasey Schefflin-Emrich    5/9/2014

The Paris-based hotel group Accor, which operates more than 3,500 hotels across 92 countries, has begun implementing new technology to offer guests a …

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Feedback from Customers Can Improve Workforce Management

By: CustomerZone360 Staff    5/8/2014

Consider your call center a student and the customers are your teachers. They are carefully watching your performance, and giving them the opportunity…

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Customers Are Telling Us What They Want

By: Mae Kowalke    5/8/2014

While few companies can achieve the level of brand allegiance Apple enjoys, they still would be mindful to focus strongly on customer experience. Roug…

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Bespoke Coupons and Mobile Offerings Give Retailers Plenty to Consider

By: Mae Kowalke    5/7/2014

It's hard to ignore a coupon on the back of my sales receipt that is for a product I already use. Likewise, I can't help but act on an email from a me…

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Why the Customer Experience Extends to the Field

By: Susan J. Campbell    5/7/2014

In a variety of markets today, we tend to focus a lot of attention on the customer experience. At least from a buzzword perspective, it's an important…

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Companies Must Engage with 'Fans' and Capitalize on Those Relationships

By: Tracey E. Schelmetic    5/6/2014

"The Customers is King." "The Customer is Always Right." We see slogans like this emblazoned on the walls of consumer facing companies, in their sales…

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VIM X Makes Cisco UCCE Migration Easier, Leaving Legacy Systems Behind

By: Michelle Amodio    5/2/2014

There are a lot of technologies that currently support the contact center, and while said technologies change on what seems like a daily basis, remain…

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How Do You Gauge Your Customers' Experience?

By: Michelle Amodio    5/2/2014

The phrase "customer experience" sounds like something you'd hear in a movie trailer, but when it comes to customer relationship management, it is the…

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Offering Agents Flexibility and Customization Leads to Better Customer Engagement

By: Tracey E. Schelmetic    5/1/2014

Many companies spend a lot of time and money figuring out how to please their customers. They put the latest technologies into their contact centers. …

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Mercedes-Benz CEO Gets Tougher on Customer Service

By: Daniel Brecht    5/1/2014

Good customer service really does matter for companies that want to retain their clients. Many businesses now understand that not only a more efficien…

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Remembering the 'Optimization' Part of Workforce Optimization

By: Tracey E. Schelmetic    5/1/2014

When we use the term "workforce optimization," we don't always stop to analyze why the word "optimization" is there. The point of workforce optimizati…

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A Look into the Customer Experiences of Banks Around the World

By: Lavanya Rathnam    4/30/2014

Positive customer experience is the goal of every bank today, because happy customers bring in more revenue. Despite this fact, not every business is …

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Papa John's Launches 'Rant & Rave' Customer Engagement Program in UK

By: Oliver VanDervoort    4/30/2014

When people think about technological advances, they aren't usually thinking about pizza companies. Nevertheless firms like Dominos and Papa John's ha…

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The Importance of Staying in Touch with Customers During a Crisis

By: Michael Guta    4/30/2014

Today's consumers have many different outlets when it comes to researching a product or service in which they are interested. This access allows them …

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Can Proper Workforce Management Improve Stress Levels?

By: Susan J. Campbell    4/29/2014

Stress in the workplace - it's common for 83 percent of American workers. While it isn't something exclusive to the contact center environment, it is …

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Disappoint a Customer and Lose Them for Life

By: Mae Kowalke    4/24/2014

What people expect matters a whole lot. A man with a summer home in Florence and a luxurious bed can be unhappy while a monk without a home or even a …

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How to Have Holiday Retail Success All Year Long

By: Mae Kowalke    4/24/2014

Retailers have a lot to learn from the holiday madness of 2013. For the first time since 1888, both Thanksgiving and the first full night of Hanukkah …

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Online Services Boost Customer Experience - and Retention

By: Monica Gleberman    4/24/2014

Customer service is a constant battle for companies. It can be the biggest asset you have or your weakest link. Nothing is more important than keeping…

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Making Sense in the Contact Center by Keeping a Sense of Perspective

By: Tracey E. Schelmetic    4/24/2014

While many organizations run their contact centers measuring success on the outcome of each transaction, too many forget that a contact center is like…

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Keeping Call Center Employees Happy is the Key to Customer Service Excellence

By: Tracey E. Schelmetic    4/23/2014

It's conventional wisdom that happy contact center employees offer the best customer service. Those who approach their job cheerfully, glad they can b…

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Customers Prefer Companies That Mind Their Reputations

By: Tracey E. Schelmetic    4/23/2014

We write a lot about what attracts customers to your brand. But there is a less-talked-about priority that the general public wants to see before it w…

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Customer Experience Solutions Generate More Revenue Than You Think

By: Mae Kowalke    4/23/2014

More than just a buzzword, a good "customer experience" signifies income. At its most fundamental level, business is about providing customers with a …

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Are You Really Investing in the Customer Experience?

By: Susan J. Campbell    4/23/2014

There is an interesting conversation that takes place among my friends. When a certain retailer came to town, it was great that we had access to every…

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