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Latest from CustomerZone360

What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans

Gartner's Hype Cycle traditionally shares the "peak of inflated expectations" and the "trough of dis…

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Cloud or On-Premises Contact Center: It's Your Choice

Frost & Sullivan's Nancy Jamison speaks with Noble Systems CEO Jim Noble about the single-code base …

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CUSTOMER Magazine Announces Winners of the 2019 CRM Excellence Award

TMC announced the winners of its 20th Anniversary CRM Excellence Award.

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Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers

Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and r…

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What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans

By: Special Guest     7/10/2019

Gartner's Hype Cycle traditionally shares the "peak of inflated expectations" and the "trough of disillusionment" that precede the "plateau of productivity" represented by disruptive technologies, and while CX is a discipline, not a technology, the e…

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Cloud or On-Premises Contact Center: It's Your Choice

By: Special Guest     7/3/2019

Frost & Sullivan's Nancy Jamison speaks with Noble Systems CEO Jim Noble about the single-code base that allows customers to easily move their contact centers between on-premises and cloud.

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CUSTOMER Magazine Announces Winners of the 2019 CRM Excellence Award

By: NFVZone News     6/20/2019

TMC announced the winners of its 20th Anniversary CRM Excellence Award.

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Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers

By: Erik Linask     6/18/2019

Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.

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Trends that will Improve the Customer Service Experience in 2020

By: Special Guest     6/12/2019

Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering various industries each year, companies big and small need to ensure they are staying up to date with the …

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Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?

By: Shrey Fadia     6/11/2019

Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center experts to discuss and demonstrates the latest ideas and innovations that change the way brands con…

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Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19

By: Special Guest     6/11/2019

Even as companies in the contact center and "CX" industry continue to push self-service, chatbots, social messaging apps and "automation" that enable machines to do the work of traditional agents, a new Business Process Outsourcing (BPO) company base…

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Business Tips Every Beginner Must Know

By: Special Guest     6/7/2019

There's no doubt that running a business takes a lot of time and effort. For someone who has just begun in this field, it's important that you have a clear vision and goal at all times.

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Can Software Truly Improve Performance and Outcomes for Large Contact Center BPOs?

By: Shrey Fadia     6/6/2019

High turnover translates into high costs for recruiting and training, diminished employee productivity, and low morale among the very people who are interacting with customers.

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In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics

By: Arti Loftus     5/21/2019

All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.

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Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?

By: Arti Loftus     5/20/2019

Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price of $40 million, some analysts see this as a steal, and a deal that makes sense as it puts the power o…

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Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle     5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it close. There are myriad contact center solutions, but not all are created equal. While the customer cer…

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On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest     4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club membership software that will make the management of their students' and coaches' files easier. This…

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Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest     4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that supports the key processes of an organization.

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Top 4 Tips to Improve Customer Service Experience

By: Special Guest     4/11/2019

There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions on which brand to opt for on how well-accommodating a company is to our needs rather than just the p…

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