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CUSTOMER NEWS

CUSTOMER Magazine Announces Recipients of the 2016 Customer Experience Innovation Awards

By: TMC    12/1/2016

The 2016 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences o…

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TMC Announces Winners of the 2016 CUSTOMER Magazine TMC Labs Innovation Award

By: TMC    12/1/2016

The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…

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Leveraging Technology to Foster Trust and Enhance Customer Experience

By: Special Guest    11/30/2016

Keeping up with technology trends in the contact center takes a lot of work, but it offers a big reward. A positive approach that treats customers wit…

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Train Your Reps for Customer Service and Marketing

By: Stefania Viscusi    11/29/2016

Better workforce management means getting to understand different departments and delivering the same training to get everyone on board for success.

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Look for These Qualities When Hiring Call Center Agents

By: Susan J. Campbell    11/29/2016

You're already looking to hire the obvious skillsets, but overlooking these attributes could challenge even the best workforce management solutions.

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Skillful Scheduling Navigates Contact Centers through the Dark Months

By: Tracey E. Schelmetic    11/22/2016

The end of the year presents multiple challenges to contact center managers. A good call center scheduling plan, backed up by a flexible solution, can…

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AI Can Help Boost Agents' Emotional Intelligence

By: Tracey E. Schelmetic    11/21/2016

Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the …

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What Contact Centers Look for in a Cloud Service Provider

By: Special Guest    11/17/2016

The contact center has evolved as customer expectations have become more demanding. Complex technology is required to manage the increasingly connecte…

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Top Three Ways to Prepare your Call Center Staff for Peak Season

By: Special Guest    11/17/2016

The key to maintaining (and enhancing) customer satisfaction during the holidays is by prepping call centers, and entire customer care organizations, …

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A Startup's Secret Sauce: Customer Experience

By: Special Guest    11/17/2016

One of the defining characteristics of virtually any successful startup is an obsession with perfectly calibrated customer experience.

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To Spot Customer Support Problems, Become Your Own Customers

By: Tracey E. Schelmetic    11/15/2016

The best possible way to improve the customer experience is to look for the biggest roadblocks - customers' biggest aggravations - and eliminate them …

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Why Cultural Diversity is a Must in the Contact Center

By: Susan J. Campbell    11/14/2016

Workforce management focused on cultural diversity in the contact center leads to better outcomes in productivity, employee satisfaction and a healthy…

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Three Tips for Improving Customer Service with Technology

By: Special Guest    11/14/2016

Technology is whatever you make of it, and in a place of business you can harness it to bring you and your customers closer together to create a more …

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TeleTech Acquires Atelka, a Canadian BPO Provider

By: Casey Houser    11/14/2016

Atelka, a business process outsourcing (BPO) provider in Canada, uses a force of nearly 3,000 employees to offer customer contact support for its ente…

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Successful Leaders Encourage Autonomy and Empower Their Team Members

By: Laura Stotler    11/11/2016

Combining leadership skills and teambuilding activities is the best way to strengthen a team and facilitate successful workforce management.

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Unlocking the Full Potential of Contact Center Analytics

By: Special Guest    11/10/2016

Analytics can help improve efficiency and work within almost any industry that comes to mind. The hype around big data and analytics is evident everyw…

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Study Notes Contact Centers Are Increasingly Moving to the Cloud

By: Paula Bernier    11/7/2016

In case there was ever any doubt, a new study indicates that cloud-based contact center technologies are gaining momentum and that companies of all si…

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Why Call Center Scheduling Demands Automation

By: Susan J. Campbell    11/7/2016

The call center can instead improve performance and outcomes with a focus on an automated workforce optimization solution to manage call center schedu…

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Small Improvements in Schedule Adherence Save Big Money

By: Tracey E. Schelmetic    11/1/2016

Adherence problems, of course, can lead directly to customer service problems. When agents aren't sticking to schedules, call queues get longer, email…

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Is Your Company Making These Customer Service Mistakes?

By: Special Guest    11/1/2016

Having analyzed real customer feedback from the 2016 Professionalism Matters "What Customers Really Want Survey," I've identified five TRAGIC Customer…

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Customer Service a Serious Differentiator in Competitive Fast Food Market

By: Laura Stotler    10/31/2016

Customer engagement wasn't considered a high priority at fast food restaurants for many decades. Convenience, affordable prices and delicious addictin…

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Monet Software Answers Your Most Common Call Center Questions

By: Stefania Viscusi    10/27/2016

Call centers have gone through quite an evolution over the decades. Not just in how they treat customers and agents who work for them, but also in the…

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Consider Mentoring Programs to Engage Millennial Call Center Employees

By: Tracey E. Schelmetic    10/25/2016

While most workplaces today have employees who span generations - from Baby Boomers near retirement age through Gen-X and to younger Millennials begin…

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Why Verizon Failed Despite Hiring Customer-Friendly Agents

By: Erik Linask    10/20/2016

I recently had a memorable customer experience - memorable, unfortunately, because it only served to grow my frustration over how little the nation's …

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How Strong Sales Leadership Drives Customer Obsession

By: Peg E. Ventricelli    10/20/2016

Today's businesses must be customer-obsessed. Successful organizations-from Salesforce to General Motors to Home Depot-have focused their efforts on c…

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Go for the Sure Win with Workforce Management

By: Susan J. Campbell    10/20/2016

The quick and easy win isn't always a possibility in business. While we would certainly get to our goals much faster, it doesn't mean that it's always…

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Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Three

By: Special Guest    10/20/2016

8. Treating all customers the same - All customers are not created equal, and this is where canned responses and enforced scripting can go horribly wr…

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Getting the Digital Customer Journey Right

By: Special Guest    10/19/2016

The new digital customer journey is transforming the very nature of how businesses interact with customers. Historically, customers looking for servic…

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Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Two

By: Special Guest    10/19/2016

4. Shoehorning your customers into live support - Customers have spoken, and what they're saying is that they don't always want to speak. It's one of …

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Hesitations Don't Have to Limit Access to the Cloud

By: Susan J. Campbell    10/18/2016

The standard approach to customer service in the call center has typically been to ensure the agent can satisfy the customer's needs in the least amou…

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Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers

By: Special Guest    10/18/2016

In the new interconnected world, the way we have traditionally provided tech support doesn't work anymore. Yet many companies trying to provide world-…

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Transforming Your Contact Center into a Customer Experience Command Center

By: Special Guest    10/18/2016

Contact centers have a bad reputation. Whether it's poor customer service or long wait times, the stigma within many organizations is that the contact…

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Omnichannel: A Bad Strategy in Post-Apps World

By: Abinash Tripathy    10/17/2016

The word omnichannel was derived from the Latin word, omnis, which means "all". It was a term that developed during the proliferation of brand touchpo…

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Omnichannel: A Bad Strategy in Post-Apps World

By: Abinash Tripathy    10/17/2016

The word omnichannel was derived from the Latin word, omnis, which means "all". It was a term that developed during the proliferation of brand touchpo…

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Companies Settle Lawsuit over Misleading Telemarketing Tactics

By: Steve Anderson    10/17/2016

Most of us are tired of telemarketers by now, particularly those who hide behind the cloak of legal exemption. Recently, a cruise line and a set of ot…

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What Can Call Centers Do Better as Millennials Take Over?

By: Stefania Viscusi    10/12/2016

The ongoing task for anyone involved in the call center - from the front lines, to management and the back office, is to ensure customer needs are alw…

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Customer Complaints Bring Raw Data and Business Intelligence

By: Tracey E. Schelmetic    10/12/2016

Complaints are a cost of doing business, and while you will inevitably identify some serial complainers who are truly a thorn in your contact center's…

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Stop Wasting Time on Hold: VHT Cloud Changes the Customer Service Game

By: Stefania Viscusi    10/12/2016

If there's something everyone can agree on, it's that having to call customer service is usually a drag. Things like long menu trees, improper routing…

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CUSTOMER Magazine Announces Call for Entries: 2016 Workforce Optimization Innovation Awards

By: TMC    10/10/2016

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today that its flagship publicatio…

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Keep Your Customers Close with WebRTC

By: Peg E. Ventricelli    10/10/2016

Customers are fickle. And now more than ever, customers are behaving that way because digital tools and easy Internet access to your competitors allow…

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Has the IRS Called You? You May Want to Double-Check

By: Alicia Young    10/7/2016

The arrests were made following a tip received by the police, and 70 call center workers were arrested for their alleged roles in tax-related scams. T…

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Skip the Long Line: Better Customer Service with VHT Cloud

By: Stefania Viscusi    10/6/2016

Call customer service phone lines have always been a drag for the caller who needs answers. Phone systems with long menu trees, improper routing and I…

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Workforce Management Shifts Toward Total Talent Management

By: Tracey E. Schelmetic    10/5/2016

There are many different effective ways to manage your workforce today. Workforce management solutions can help you make the most of your human assets…

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Gamification: How Healthy Competition Can Motivate Your Workforce

By: Special Guest    10/4/2016

When it comes to your call center, a higher number of sales is probably your end goal. If your workforce is not adequately motivated, then you are not…

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Canadian Customer Experience Stagnated Between 2015 and 2016

By: Michael Guta    10/4/2016

Today's consumers value the customer experience (CX) just as much as the product or service they are purchasing when they are dealing with a company. …

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Consider Modern Workforce Management, Unless You Like Spreadsheets

By: Susan J. Campbell    10/3/2016

Have you ever tried to meet today's technology demands with yesterday's innovations? For most of us, the answer is yes. We try to force new ideas into…

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How Companies Are Driving Higher Revenue with Sales Acceleration

By: Peg E. Ventricelli    9/29/2016

Business-to-business (B2B) sales, more and more, are beginning to reflect trends in the B2C sales space-following the consumer preference for online s…

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Banks Struggle to Meet Customer Demand for Personalization

By: Alicia Young    9/27/2016

The "Personalization in Banking: 2016 Benchmarking Report" is based on surveys and analyses of consumers and over 300 financial institutions conducted…

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Workforce Management Helps Agents Master Time Management

By: Tracey E. Schelmetic    9/27/2016

In the contact center, meeting efficiency metrics and targets starts with a great schedule, and it's management's duty to put these schedules in place…

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'Distraction': The Unintended Consequence of Sales Productivity Investment Strategies

By: Special Guest    9/27/2016

Companies have invested billions in customer relationship management (CRM) systems and performance management solutions that promise to enhance sales …

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