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Unlocking the Full Potential of Contact Center Analytics

By: Special Guest    11/10/2016

Analytics can help improve efficiency and work within almost any industry that comes to mind. The hype around big data and analytics is evident everyw…

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Study Notes Contact Centers Are Increasingly Moving to the Cloud

By: Paula Bernier    11/7/2016

In case there was ever any doubt, a new study indicates that cloud-based contact center technologies are gaining momentum and that companies of all si…

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Is Your Company Making These Customer Service Mistakes?

By: Special Guest    11/1/2016

Having analyzed real customer feedback from the 2016 Professionalism Matters "What Customers Really Want Survey," I've identified five TRAGIC Customer…

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Why Verizon Failed Despite Hiring Customer-Friendly Agents

By: Erik Linask    10/20/2016

I recently had a memorable customer experience - memorable, unfortunately, because it only served to grow my frustration over how little the nation's …

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How Strong Sales Leadership Drives Customer Obsession

By: Peg E. Ventricelli    10/20/2016

Today's businesses must be customer-obsessed. Successful organizations-from Salesforce to General Motors to Home Depot-have focused their efforts on c…

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Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Three

By: Special Guest    10/20/2016

8. Treating all customers the same - All customers are not created equal, and this is where canned responses and enforced scripting can go horribly wr…

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Getting the Digital Customer Journey Right

By: Special Guest    10/19/2016

The new digital customer journey is transforming the very nature of how businesses interact with customers. Historically, customers looking for servic…

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Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Two

By: Special Guest    10/19/2016

4. Shoehorning your customers into live support - Customers have spoken, and what they're saying is that they don't always want to speak. It's one of …

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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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