customer

CUSTOMER NEWS

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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. …

Read More

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…

Read More

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…

Read More

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 …

Read More

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…

Read More

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 …

Read More

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 …

Read More

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 …

Read More

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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

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…

Read More

Monet WFO Live Excels in Performance, Named 2014 Product of the Year

By: Susan J. Campbell    4/22/2014

Developing a product that meets the needs of the target market is a great first step to a company's success. What really sets it apart from the compet…

Read More

Understanding Your Impact on Customer Experience

By: Alisen Downey    4/22/2014

These days, "customer experience" is not just a buzzword-it's a significant part of most companies' business plans. With many markets maturing and bec…

Read More

Exony Makes the Customer Experience Smarter

By: Alisen Downey    4/22/2014

The contact center is a rapidly changing environment and, as means of communication become more diversified, branching out with antiquated and complex…

Read More

What is Customer Experience?

By: Alisen Downey    4/22/2014

Whether it happens in a brick-and-mortar store, online, on the phone with a call center agent, or through SMS, the customer experience has become a mu…

Read More

Three Crucial Takeaways from the Target Data Breach

By: Steve Brubaker    4/16/2014

Target's follies, however, cast a spotlight on broader business lessons that can be learned, serving as a reminder of the extreme importance of excell…

Read More

To Improve Processes and Make Customers Happy, Try Quality Monitoring in Your Workforce Management Strategy

By: Susan J. Campbell    4/15/2014

How do you know that each and every one of your customers is enjoying a quality experience when engaging with your brand? You likely have specific con…

Read More

Centralized Administration of Workforce Optimization Helps Unify the Contact Center Function

By: Tracey E. Schelmetic    4/15/2014

The contact center of any organization has a lot of potential. It can help improve customer relationships, win over new customers, please and retain e…

Read More

More Businesses Should Think Redeployment and Not Layoffs

By: Mae Kowalke    4/14/2014

Employees no longer perform the same job their entire career, let alone stay with the same company all of their working lives. The business of busines…

Read More

Understanding Agents' Feelings is a Critical Part of Workforce Management

By: Tracey E. Schelmetic    4/9/2014

The job of a contact center manager can feel a bit like juggling. Managers are in charge of ensuring that key performance indicators (KPIs) and servic…

Read More

SaaShr Introduces New Referral Program for Benefits Industry

By: Jyothi Shanbhag    4/4/2014

SaaShr, a provider of software as a service (SaaS)-based workforce management platform, has started a new referral program for companies that sell gro…

Read More

Call Recording and Quality Management Can Help You Replicate Top Agent Behaviors

By: Tracey E. Schelmetic    4/3/2014

Is your contact center made up of the very best agents? In your dreams, perhaps. While every call center has a couple of ringers managers wish they co…

Read More

Inefficient Contact Center Scheduling Could Be Costing Small Centers $50,000 Each Year

By: Tracey E. Schelmetic    4/3/2014

As with most industries, in the contact center, labor is the number one cost. It's estimated that between 60 and 80 percent of ongoing call center exp…

Read More

Taking the 'Big Brother' Fears Out of Workforce Management Solutions

By: Tracey E. Schelmetic    3/27/2014

In companies that haven't been using a workforce management solution, scheduling is often accomplished via spreadsheets and a mix of proprietary "tric…

Read More

"Closing the Loop" In Call Center Training Requires Regular Monitoring and Follow-up

By: Tracey E. Schelmetic    3/27/2014

There are many forms training can take. It can be any combination of classroom-based training, day-long seminars, training by professional third parti…

Read More

The Cloud Makes Workforce Management Easier

By: Mae Kowalke    3/20/2014

This ease of use inherent in cloud design also should be a factor when evaluating software solutions. When the choice is between an on-premise solutio…

Read More

What Do Your Key Performance Indicators Say About Your Call Center?

By: Michelle Amodio    3/20/2014

Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the a…

Read More

Effective Quality Monitoring Starts with a Definition

By: Tracey E. Schelmetic    3/18/2014

Most contact centers today engage in some kind of quality monitoring. If you ask them what this consists of, however, you're likely to get a broad ran…

Read More

theCOMMSapp Launches theEMPLOYEEapp to Engage Workforces

By: Michael Guta    3/17/2014

Bring your own device (BYOD) initiatives, which are now being adopted by organizations, allow employees to communicate more effectively by making ever…

Read More

Working to Win: How Gamification Can Improve Performance at Work

By: Steve Anderson    3/13/2014

Every company has within it, some jobs that most would rather not do. Often, the lowest-paid, highest-turnover positions are found here. Things like c…

Read More

PCI Compliance in the Contact Center Means Making Changes to Call Recording

By: Tracey E. Schelmetic    3/12/2014

It's not necessary to store the credit card information in the call recordings, after all. Since these recordings are used for training and evaluation…

Read More

Call Recording Offers Boost to Workforce Management

By: Steve Anderson    3/12/2014

While there's a large amount of benefit associated with call recording, there's also a substantial potential for misuse of such recordings-one of the …

Read More

Which Contact Center Applications Are Best Suited for the Cloud?

By: Tracey E. Schelmetic    3/11/2014

Slowly, large enterprise contact centers have also been venturing into the cloud. Even though they generally have the resources for large on-site impl…

Read More

Selling Workforce Management Purchases to the Executive Layer

By: Tracey E. Schelmetic    3/11/2014

While running a contact center on a day-to-day basis is far from easy - it requires juggling a number of balls - from agent hiring and training, to un…

Read More

Workforce Management Improves Operations Before, During and After a Shift

By: Tracey E. Schelmetic    3/6/2014

While most organizations today are aware that their contact centers ought to be becoming "centers of excellence" or places where customer experience m…

Read More

ScheduleSoft Announces Availability of Its Cloud-based Workforce Management Solution

By: Deepika Mala    3/5/2014

In today's competitive marketplace, it's important for organizations to have real-time visibility into how efficient their labor deployment is-both in…

Read More

The Hidden Benefits of Workforce Management: Task Automation

By: Tracey E. Schelmetic    3/5/2014

Today's workforce management solutions allow for automated vacation requests that can be granted based on a number of factors, including seniority or …

Read More

Effective Big Data Usage Can Improve the Workforce Management Function

By: Tracey E. Schelmetic    3/5/2014

The era of "big data" is upon us, and companies are addressing in different ways. Smart companies are using analytics to crunch all this information, …

Read More

Aspect Software Partner TantaComm to Launch TantaComm Manage, Powered by Aspect Workforce Management

By: Mandira Srivastava    3/4/2014

TantaComm Manage, a workforce management suite that is powered by Aspect Workforce Management, has been released by Aspect Software and TantaComm.

Read More