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Genesys Takes a More Prescriptive Approach in Selling Omni-channel

By: Paula Bernier    11/18/2015

The contact center industry - and businesses at large - has been talking about the omni-channel contact center for some time now. In terms of adoption…

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Optimizing Customer Service Interactions with Actionable Data Monitoring

By: Art Rosenberg    11/12/2015

Business communications are dramatically changing with the demand for multimodal, rather than voice only/telephony services for customer interactions.…

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5 Ways to Defeat Marketing Blindness and Attract New Customers

By: Special Guest    11/6/2015

Attracting new customers - one of the most important requirements of growing a business - is arguably more difficult today than ever before.Brands oft…

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VHT to Give Customers Detailed Agent Availability Directly in Search Engine Results

By: Clayton Hamshar    11/5/2015

Search engines play a vital role in customer service operations, as this is by far the most popular way for consumers to find contact information for …

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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…

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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…

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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…

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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…

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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…

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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…

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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 …

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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…

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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…

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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…

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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…

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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 …

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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…

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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 …

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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…

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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…

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