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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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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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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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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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'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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Operationalizing Customer Success, Part 2: Customer Obsession During Moments of Truth

By: Amy Downs    9/26/2016

Thankfully, service-impacting events are a rarity at Lifesize. But as for any service provider, incidents happen, and they've taught us a thing or two…

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MegaPath Facilitates Agent Management with Premium Service

By: Alicia Young    9/19/2016

There are several updates to be found in the new MegaPath Premium Call Center service; we've only mentioned a few here. With all of these new advances…

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Using Gamification Effectively in the Onboarding Process

By: Special Guest    9/13/2016

"Do not pass go. Do not collect $200." These words inspire dread in the hearts of anyone who has played Monopoly. Why? The answer is simple: people wa…

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College Students Expect Customer Excellence

By: Alicia Young    9/12/2016

It certainly doesn't look good for a college if their students are failing in the workforce-the whole point of going to college is to get an education…

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CUSTOMER Magazine Announces Winners of the 2016 Contact Center Excellence Award

By: TMC    9/7/2016

TMC, a global, integrated media company helping clients build communities in print, in person and online, today announced the winners of their 11th An…

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