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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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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…

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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…

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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…

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TMC Announces Winners of the 12th Annual Speech Technology Excellence Award

By: CustomerZone360 News    8/17/2016

The Speech Technology Excellence Award, presented by CUSTOMER Magazine, recognizes companies that have exhibited innovation in creating and using spee…

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How to Transition Your Business to be Customer-centric

By: Amy Downs    7/22/2016

One of the most fascinating phenomena in corporate cultures far and wide is the extent to which we all forget that we're in this for the customer. In …

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BenchmarkPortal CEO Talks Value of Analysis, Benchmarking

By: Paula Bernier    7/7/2016

The advancement in analytics is astounding, says Bruce Belfiore, but selling analytics solutions into contact centers can be a challenge because it re…

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ShoreTel's Knight Tells Story of Transformation

By: Paula Bernier    7/6/2016

ShoreTel was at Call Center Week in Las Vegas talking about how hybrid cloud communications are really coming together, how the company is now offerin…

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Jacada Bridges the Contact Center-Website Divide

By: Paula Bernier    7/6/2016

Jacada has seen crazy strong adoption for its Visual IVR solution, and now it's introducing a solution called SalesEngage that bridges the gap between…

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EvolveIP Reveals Contact Center Survey Results, Talks Cloud

By: Paula Bernier    7/5/2016

This week in Las Vegas, EvolveIP was promoting its new study about the call center. It looked at the status of cloud-based contact center adoption and…

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Knoah Solutions Goes Near-Shore, Ensures Agent Optimization

By: Paula Bernier    7/5/2016

Knoah Solutions was in Las Vegas this week talking about its new operations in Honduras and its new KnoahsARK 360 solution.

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Jabra: We're More Than a Headset Company

By: Paula Bernier    7/5/2016

Jabra is more than a headset company. If offers a higher level of service and aims to transform people's lives with the power of sound.

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Mediu Practice Helps Businesses Get Strategic With Customer Service

By: Paula Bernier    7/5/2016

Mediu was in Las Vegas this week talking about its new CX Enablement practice. It delivers professional services that go beyond just installing call c…

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ThinQ Brings Least Cost Routing to Toll-Free Numbers

By: Paula Bernier    7/1/2016

Call centers, competitive local exchange carriers, enterprises, and VoIP providers are among the kinds of customers to which ThinQ caters. It works wi…

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