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Flowroute Simplifies Customer Onboarding for CSPs

By: Alicia Young    4/5/2017

Flowroute has launched a new customer onboarding platform to help CSPs simplify and speed up the process.

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CJaaS: The Exciting Future of Communication Network Providers

By: Special Guest    4/4/2017

Unlike the last wave of outsourcing that was largely network focused, this one - let's call it "Transformation 2.0" - is centered on Customer Journey …

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A Two-Stage Program to Improve Emergency Response Capabilities

By: ASC Horizons    3/31/2017

Customer service is critical for any contact center, but emergency response organizations face an especially rigorous set of demands and expectations.…

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Call Centers' Leg Up With Amazon Web Services

By: Steve Anderson    3/29/2017

A new development from Amazon Web Services means a lot more power for call centers, turning to cloud-based systems for extra benefit.

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Linc's New Chatbot Means Better Customer Experience

By: Steve Anderson    3/23/2017

Linc's new universal chatbot for voice and digital platforms looks to improve customer service, customer experience, and hopefully, profitability.

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Avaya Honored for Exceptional Customer Service

By: Alicia Young    3/22/2017

Avaya recently received the NorthFace ScoreBoard Award from Omega Management Group for its exceptional customer service.

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Customer Success: A Dash of Data and a Pinch of People

By: Amy Downs    3/21/2017

Data has become the secret sauce for most companies. Businesses now recognize that data drives product development, marketing and sales decisions. Mos…

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The Future is in the Clouds

By: Special Guest    3/21/2017

Call centers have since evolved to become contact centers, and today's customers expect choices in the way they choose to communicate and they expect …

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CUSTOMER Magazine Announces Winners of First Workforce Optimization Innovation Awards

By: TMC    3/10/2017

Several overarching technology trends - including cloud computing, a growing demand for single-vendor contact center solutions, increased attention to…

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Setting the Right Tone: Why Customer Success Starts in Sales

By: Special Guest    3/9/2017

People don't like being sold to in the traditional sense, and they don't respond well to overt sales pitches. Generic, overblown messages simply don't…

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Zenmonics Customers Bank on Omnichannel CX

By: Paula Bernier    3/3/2017

A company called Zenmonics announced earlier this week that two financial institutions have recently come aboard its channelUNITED customer service pl…

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Recipients of the 2017 CUSTOMER Products of the Year Award Announced

By: TMC    2/24/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2017 CUST…

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Seeing Beyond the Customer Loyalty Illusion

By: Special Guest    2/15/2017

Traditional customer loyalty programs are costing organizations significantly more and delivering significantly less than they used to. With 78 percen…

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AI, CX, Emotional Intelligence & Love

By: Paula Bernier    2/14/2017

There's a lot of talk about emotional intelligence in customer service these days. And now artificial intelligence can help businesses better understa…

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Five Must-Have Sales Management Tools

By: Peg E. Ventricelli    2/9/2017

Top-notch sales execution is critical to maintaining an edge in today's highly competitive business environment. Consequently, sales leaders' No. 1 pr…

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Make the Call Center Experience as Pleasant as Possible for Your Customers

By: Special Guest    1/24/2017

Right now, call centers are the human face of your business and customer support is critical to maintaining a good reputation for your brand. It's oft…

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Reputation Management and CRM in a Connected World

By: Special Guest    1/13/2017

How a business treats its customers, regardless of their account status, goes a long way toward defining the business' reputation. And, in today's net…

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Book Emphasizes Importance of Service Design

By: Paula Bernier    1/11/2017

The book "Woo, Wow, and Win," published late last year by HarperCollins, is not so much about marketing or sales hooks, as the title might suggest. In…

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Positioning Network Service Providers for Success with Cloud Contact Center Solutions

By: Special Guest    12/22/2016

Network Service Providers (NSPs), historically, have mostly operated in the connectivity business. But as cloud-based solutions continue to proliferat…

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Customer Success: Where to Start and What to Expect

By: Amy Downs    12/14/2016

Naturally, getting customer churn under control isn't an overnight effort. A Customer Success function with ears to the ground and the tools to flag c…

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