customer

CUSTOMER NEWS

Ways to Improve Customer Experience

By: Lavanya Rathnam    7/22/2014

Customers are the key to success of any business-today more so than ever before, thanks to globalization intensifying competition. This means customer…

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Monet's Ciarlo Offers Advice on How to Recognize the True Cloud

By: Paula Bernier    7/22/2014

That's frustrating to both Monet, which Ciarlo says has dedicated a lot of time, effort, and expense to provide a true cloud solution, and to organiza…

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The Importance of Scheduling Employee Collaboration in the Contact Center

By: Tracey E. Schelmetic    7/21/2014

Breaks are critical not only to take the pressure off employees, but also to allow them to communicate with coworkers, sharing knowledge and experienc…

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Insurance Industry Innovating to Better Serve Millennial Customer Base

By: Christopher Mohr    7/16/2014

At first glance, insurance is not the type of product that seems to lend itself well to modernization. To many, its business model consists of little …

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Mobile Solutions Complete the Customer Experience

By: Steve Anderson    7/16/2014

Ever since about 2007 or so, the technology landscape has fundamentally changed to include a new breed of mobile device-as exemplified by the iPhone a…

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Checking the Health of Your Workforce Management System

By: Mae Kowalke    7/15/2014

Workforce management solutions are used to track and influence all activities of productive employees. This type of system focuses on optimizing every…

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Consider Deemphasizing Average Handle Time in Favor of First-Call Resolution

By: Tracey E. Schelmetic    7/15/2014

While nearly all contact centers chase some kind of metrics - average handle time (AHT) being the most popular - as customers have become more demandi…

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Robust CRM Allows Companies to Ride the Wave of Big Data, Mobile and Social Media

By: Tracey E. Schelmetic    7/10/2014

In the earliest days of customer relationship management, the goal of any worthwhile CRM solution was to collect data. It acted as an information repo…

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Employee Satisfaction Improvements Lead to Double Customer Satisfaction Improvements

By: Tracey E. Schelmetic    7/9/2014

There is a trend in workplaces today that most Americans can relate to. Companies, faced with shrinking profit margins, are continuing a push on their…

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Touch Point Maps Can Improve Customer Service

By: Casey Houser    7/9/2014

As a customer, it is almost a universal experience to go through the process of purchasing a product, only to be disappointed with the end result. The…

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Skills Gap in Dubai Leads to New Tips for Recruiters in Workforce Management

By: Steve Anderson    7/8/2014

The more the business can cement the philosophy that "we're all in this together," so to speak, the more likely that said business will find the peopl…

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How to Make Sure Your Customers Has a Voice

By: Special Guest    7/3/2014

No company can survive without a solid customer foundation, but so many businesses and companies have forgotten this very simple fact. They assume tha…

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Making the Most of Mobile Workforce Management

By: Special Guest    7/2/2014

More and more in today's work environment, employees do not need to stay at their desk to be effective at their job. The ability for individuals to wo…

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Want Better Customer Relations? Put More Data in Your Marketing

By: Steve Anderson    7/1/2014

Know your customer. This simple, three-word maxim carries a freight of truth along with it, and with good reason. Nearly every potential customer out …

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The Cloud Eliminates the Burdens of Performance Management and Leaves Only the Benefits

By: Tracey E. Schelmetic    7/1/2014

The cloud has revolutionized most contact center processes today, from telephony to workforce management to analytics. But there is no area that has b…

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Why Workforce Management Should Focus on Agent Satisfaction

By: Susan J. Campbell    7/1/2014

Do you have happy agents? In the contact center industry, there is often much focus placed on the satisfaction of the customer base while the agent di…

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Anite CEM Solutions Draws on End-User Experience

By: Casey Houser    6/26/2014

Customer experience management (CEM) tools tend to provide IT administrators with much of the information they need to diagnose problems and monitor m…

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Companies Can Boost Employee Engagement by Offering Flexible Working Environments

By: Tracey E. Schelmetic    6/26/2014

Do you hate work? If you're an American, you're in good company with most of your fellow compatriots.

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Natural Insight Selected by InStore Group

By: Rahul Arora    6/24/2014

Natural Insight, a provider of cloud-based workforce management software, recently announced that its solution has been selected by The InStore Group,…

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Contact Center Workforce Management Goes Mobile

By: Tracey E. Schelmetic    6/24/2014

Bring Your Own Device (BYOD) is a strong component of today's workforce. Employees are using their own smartphones and tablets to engage in work activ…

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Not All Businesses Know What's up with Their Customer Service

By: Michelle Amodio    6/19/2014

Businesses who think their customer service satisfaction rates are better than they appear to be are suffering from what's known as the service delive…

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To Best Gauge the Customer Experience, Become the Customer

By: Susan J. Campbell    6/19/2014

Do you really want live calls? This is an important question to ask internally, as some companies behave as if they really don't. They treat the custo…

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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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