customer

CustomerZone360 NEWS

CustomerZone360 Home

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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. …

Read More

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…

Read More

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…

Read More

'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 …

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

Salesforce Announces Fiscal 2017 2Q Results

By: Paula Bernier    9/1/2016

Salesforce yesterday reported its second quarter fiscal year 2017 results. Revenue for the quarter, which increased 25 percent year over year, was mor…

Read More

Operationalizing Customer Obsession, Part One: One Size Does Not Fit All

By: Amy Downs    8/29/2016

Like anything in life, determining the best way to deliver value and happiness to customers takes time and patience. You want to give your customers t…

Read More

Why UX Needs to be Part of Your Contact Center's IT Strategy

By: Special Guest    8/19/2016

Nowadays, most customers will only consider calling for help once they've exhausted every online FAQ, video guide and troubleshooting blog. This means…

Read More