customer

CUSTOMER NEWS

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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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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