customer

CUSTOMER NEWS

If You Want to Please Customers, You Should Be Empowering Agents

By: Tracey E. Schelmetic    10/28/2015

Let's face it: the traditional image of the contact center doesn't exactly bring to mind ideas of empowered workers. Contact center workers are often …

Read More

Social Media Can Be the Answer to Your Workforce Management Headaches

By: Susan J. Campbell    10/26/2015

It wasn't that long ago that social media sites were banned on work computers. Considered a time waster, IT quickly blocked the sites once they gained…

Read More

Is Digital Signage the Key to Employee Engagement?

By: Steve Anderson    10/21/2015

We all want it, but it can be hard to find even in the best of times: employee engagement. It's what keeps businesses on track. Getting it can be diff…

Read More

What Being a Parent Can Teach You About Running a Business

By: Special Guest    10/21/2015

The old saying "the customer is always right" is associated with helping and giving - which are character strengths, especially in customer service. B…

Read More

The Essentials of Project-Centric Resource Execution for Improved Resource Management

By: Special Guest    10/19/2015

Resource management should start with resource planning. Prioritizing and scheduling people to ensure they are working on the right projects at the ri…

Read More

Call Handling Tips from Sun Tzu

By: Mark Bedard    10/15/2015

Sun Tzu's "The Art of War" has become the most influential and well-known book of strategy ever written since it was first compiled two thousand years…

Read More

Customer Escalations: Why You Should Reward Customers Who Complain

By: Special Guest    10/13/2015

Giva founder Ron Avignone teaches you how to create a customer service department that is built to prevent customer escalations, but prepared to use t…

Read More

Analytics and Workforce Optimization Can Combine to Create Customer Support-Boosting Synergy

By: Tracey E. Schelmetic    10/12/2015

One area where analytics can make a huge difference is the contact center. The customer support function succeeds or fails based on metrics, and analy…

Read More

How's Your Call Center Scheduling Adherence?

By: Susan J. Campbell    10/12/2015

When several members on your team are taking a few minutes here and a few minutes there on a regular basis, it appears as though you are understaffed …

Read More

Should Call Center Management Use Technology for Training?

By: Susan J. Campbell    10/5/2015

Making this investment in the agent base is something call center management cannot afford to miss. Given the role technology plays in the call center…

Read More

Top Tools for Hassle Free Employee Communication

By: Special Guest    10/5/2015

The ability to know what is going on with your sales, in real time, can make a huge difference in your business. Here are a few tools to achieve that …

Read More

Kindness to Both Agents and Customers Goes a Long Way toward a Positive Customer Experience

By: Tracey E. Schelmetic    9/30/2015

In a recent blog post for Multi-Unit Franchising, John Tschohl, president of Service Quality Institute, emphasizes that practicing courtesy toward cus…

Read More

Disgruntled Apple Customer Calls Out Tim Cook

By: Paula Bernier    9/29/2015

When Diane L. Katz reached out to Apple tech support for help with a mail application that kept presenting her with the spinning symbol, she never ima…

Read More

Is Your Workforce Management Solution Truly Cloud-Based?

By: Susan J. Campbell    9/28/2015

Ensuring the workforce is available to handle the planned activities for the day is generally at the top of the priority list for a call center manage…

Read More

Converting Gift Shoppers into Buyers for Your Online Store

By: Special Guest    9/28/2015

When it comes to gift giving, online shoppers can be gun-shy for various reasons. Customers will routinely buy products online for themselves at their…

Read More

Dish Network Provides New Portal that Gives Customers Accurate Service Appointment Times

By: Christopher Mohr    9/25/2015

DISH Network recently introduced an online appointment portal that's bound to please anyone who has ever had to set aside a four-hour time window wait…

Read More

Tools and Approaches to Help Workers Feel More Valued and Boost Employee Engagement

By: Tracey E. Schelmetic    9/23/2015

Many companies today believe that the way to build morale among the workforce is to pay them more. While certainly an employee is unlikely to be able …

Read More

Contact Center Use Growing in UK But Cost is an Issue

By: Mae Kowalke    9/23/2015

A recent study by ContactBabel found that there was a 4 percent increase in the number of contact centers this year, which now total roughly 5,840. Th…

Read More

Five9 Announces Salesforce Omni-Channel Support for Cloud Contact Center Software

By: Oliver VanDervoort    9/18/2015

Five9 has long been considered a leading provider when it comes to cloud-based contact center software. Earlier this week, the firm announced that it …

Read More

Use Performance Management to Praise, Not Punish

By: Tracey E. Schelmetic    9/18/2015

There is a strong belief in many contact centers that performance management technology is for the purpose of monitoring and adjusting individual agen…

Read More

Call Automation: Cost vs. Benefit

By: Mark Bedard    9/16/2015

Most contact center professionals will agree that call automation has come a long way in recent years. New capabilities such as speech recognition and…

Read More

15 Tools To Help Increase Your Productivity

By: Drew Hendricks    9/16/2015

Let's go ahead and get it out there: while you're reading this article, you're probably also scanning your Twitter feed, scrolling through Instagram p…

Read More

Does Digital Really Improve the Customer Experience?

By: Susan J. Campbell    9/11/2015

What do your customers want in their relationship with you? Some might jump immediately to quick and quality service, while others may get into more d…

Read More

The Cure for Agent Apathy: Better Technology and Better Training

By: Tracey E. Schelmetic    9/9/2015

What drives customers away from a business? Is it substandard products? Is it long wait times when they call for help? Is it underwhelming marketing e…

Read More

Customer Feedback is Your Mirror

By: Special Guest    9/8/2015

Lately, I've been drawing parallels between people, businesses and the need for self-assurance. If mirrors are objects of personal observation and gro…

Read More

Improving the Contact Center from Its Workforce Optimization Foundation Up

By: Tracey E. Schelmetic    9/2/2015

Success or failure in business today hinges on the customer experience far more than at any time in history. Customer loyalty is low, and companies ne…

Read More

3 Ways to Maximize Your WFM Investment

By: Susan J. Campbell    9/1/2015

For those who have ever worked in customer service, the phrase, "the customer is always right" can conjure up feelings of frustration. It's difficult …

Read More

Contact Center Agents Can Be Either Generalists or Specialists, but Workforce Management Must Be Adaptable

By: Tracey E. Schelmetic    8/27/2015

There are some age-old matters of opinion in the world: toilet paper roll over or under? Beatles or Rolling Stones? Do dogs or cats make better pets? …

Read More

Lightning Strikes at Salesforce: CRM Giant Retools UI, Enables Responsive Design

By: Paula Bernier    8/25/2015

In what Salesforce says is its biggest launch ever, the company has unveiled Salesforce Lightning, which represents a complete rebuild of its Sales Cl…

Read More

Selecting a PPM Solution: Three Key Criteria

By: Special Guest    8/25/2015

Project Portfolio Management (PPM) software will bring several benefits to any organization, regardless of size, industry sector, or maturity. PPM sof…

Read More

Have the 2015 Contact Center Predictions Come True?

By: Tracey E. Schelmetic    8/18/2015

So where did analysts get it right in their predictions? Mostly where it came to the use of big data analytics to drive efficiencies and improve proce…

Read More

Reducing Cloud Anxiety in the Contact Center

By: Tracey E. Schelmetic    8/18/2015

Data security - another area of concern - is also at least as secure as it would be a premises-based solution. While it's true that contact centers ha…

Read More

Mixing the Perfect Sales Cocktail

By: Special Guest    8/14/2015

Sales can be complicated! Whether you're a career sales professional or just starting your first sales job, being a good salesperson can be frustratin…

Read More

Goodbye to Premise-based Contact Center Solutions Reformulated for the Cloud

By: Tracey E. Schelmetic    8/13/2015

With the explosive growth of the cloud contact center industry -- between 2008 and 2012, the cloud market grew by some 224 percent and shows no signs …

Read More

Workforce Management That's Prepared for the Unexpected

By: Tracey E. Schelmetic    8/12/2015

Every contact center engages in some sort of workforce management (so do many other enterprise operations). It might be rudimentary and "good enough" …

Read More

Why Do We Hate Our Callers?

By: Mark Bedard    8/10/2015

Let's put that in perspective. New communication mediums, protocols, and interaction methods are coming at us faster than we can blink. Yet, almost 2 …

Read More

Why Every Contact Center Should Use Speech Analytics Technology

By: Special Guest    8/10/2015

If you own, manage or work in a contact center, your workplace can greatly benefit from the incorporation of speech analytics technology. Speech analy…

Read More

What's Next for Workforce Management?

By: Tracey E. Schelmetic    8/5/2015

In the contact center, workforce management (WFM) has come a long way since its earliest days, which (for those of you youngsters) meant graph paper a…

Read More

Ready to Add the Internet of Things Channels to the Contact Center Mix?

By: Tracey E. Schelmetic    8/5/2015

Is your contact center an integrated omnichannel wonder center that handles all customer communications, either inbound or inbound, regardless of comm…

Read More

The Push to the Cloud Set to Turn Premise-Based Applications into Nostalgia

By: Tracey E. Schelmetic    7/30/2015

In about a decade, the transfer of knowledge to the cloud will be a distant memory. Young professional workers probably won't remember a time that the…

Read More

Can You Improve Workforce Management With One Little Word?

By: Susan J. Campbell    7/28/2015

One of the most challenging exercises to complete is one in which you are asked to describe something in just one word. Most of us want access to seve…

Read More

How Customer Centricity Can Accelerate Your Commercial Growth

By: Special Guest    7/23/2015

Customer service is the foundation upon which successful businesses are built. Customer wants and needs are constantly evolving, and great technology …

Read More

T-Mobile Transforms its Customer Service Experience with Sparkcentral

By: Special Guest    7/23/2015

When T-Mobile branded themselves as the "un-carrier" in 2013, it was a game-changing moment in the telecommunications industry. Suddenly, customers we…

Read More

Getting the Most Out of Your Workforce Management Investment

By: Susan J. Campbell    7/21/2015

Agents can easily input schedule and vacation requests directly into the system, eliminating the need to optimize a supervisor's time to do so. To eas…

Read More

The Only Call Center Metrics That Counts Are the Ones that Make Your Customers Happier

By: Tracey E. Schelmetic    7/20/2015

Today, about 80 percent of contact centers collect some type of metrics, or operational telemetry about how their contact center works. Traditional me…

Read More

The Basics of Workforce Management

By: Mae Kowalke    7/15/2015

Knowing how to get the most from a workforce management solution is not always immediately evident, however. Monet Software, which makes the cloud-bas…

Read More

What's Behind a Great Customer Experience? 10 Factors that Lead to Happy Customers

By: Special Guest    7/14/2015

There's no denying it - happy customers are worth more money. And it's really not surprising, as anger or disappointment rarely leads to a spending sp…

Read More

The Problem with Selling a Solution Before Finding the Problem

By: Special Guest    7/14/2015

Ever heard of 'putting the cart before the horse?' It's an old expression often used to suggest that one is doing something in the wrong order. It als…

Read More

Better Training & Support Holds Key to Excellent WFM

By: Stefania Viscusi    7/13/2015

Companies today want to improve the bottom line and are on a constant hunt for ways to remain successful. Management must stay on the cutting edge of …

Read More

Help Your Employees Cure the Summertime Blues

By: Special Guest    7/13/2015

Summer's finally here. For many of us that means BBQs, beach parties, and campouts. But with 74 million children out of school, it can also mean expen…

Read More