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CSPs Partner with Metaswitch & Telax to Deliver Contact Center Solutions

By: Paula Bernier    5/19/2016

Working with Telax helped FairPoint Communications deliver contact center solutions far faster than it would have been able to do alone, added Chris A…

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Pindrop Study Shows Spike in Call Center Fraud

By: Casey Houser    5/11/2016

Pindrop found in its 2016 Call Center Fraud Report that the number of phone fraud attacks in the U.K. and U.S. has grown by 45 percent between 2013 an…

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New Report: Few Contact Centers Adequately Address Omni-Lingual Support

By: Paula Bernier    5/11/2016

Contact centers are ill prepared to meet the rising tide of non-primary language requirements, according to a new report by The International Customer…

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Cyara Introduces Virtual Agent for the Desktop, a New Contact Center Testing Solution

By: Paula Bernier    5/5/2016

Testing for the efficiency of contact center agents and their desktop applications used to be a manually intensive process that required added personn…

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Improving Customer Support: Treat People the Way You Want to be Treated

By: Special Guest    5/3/2016

There is a lot being said on social media today about customer care: how to measure it, how to teach it, and how to improve it. Those of us who hire a…

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Five Smart Ways to Use Customer Service to Grow Your Business

By: Special Guest    5/3/2016

Making customer support a priority from day one can make the difference between whether your company succeeds or becomes just another statistic. In ho…

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CUSTOMER Magazine Announces Winners of the 2016 CRM Excellence Award

By: TMC    5/2/2016

TMC, a global, integrated media company helping clients build communities in print, in person and online, today announced the winners of their 17th An…

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Drowning in Sales Point Tools? Unmuddy the Waters with a Unified Sales Acceleration Platform

By: Peg E. Ventricelli    4/28/2016

The B2B sales market is in transition: First, the rise of the Internet and better-educated buyers pushed sales representatives' efforts lower in the s…

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Temkin: Emotion is the Missing Piece of CX

By: Paula Bernier    4/27/2016

Organizations today spend a lot of time and effort talking about improving the customer experiences they deliver. But there's one important thing that…

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Maritz Companies Help Connect Employee Engagement & Customer Experience

By: Paula Bernier    4/27/2016

They say that happy employees make for satisfied customers and, thus, more successful companies. But workers may not always receive the recognition th…

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Building a Command Center at HQ to Save Your SaaS in the Field

By: Amy Downs    4/26/2016

Simultaneously, healthy customers usually add features or expand their user base year over year, so it's clear that they can have a massive impact on …

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Mobile 'Speed': Consumers' New Drug of Choice

By: Special Guest    4/21/2016

Consumers today are speed junkies. Thirty-six percent of users credit slow loading time as a top reason for app abandonment; and considering that 56 p…

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LiveHive Offers Preintegrated Solutions to Address Sales App Proliferation

By: Paula Bernier    4/19/2016

The number of apps people use in both their personal and their professional lives continues to multiply. However, when sales professionals use a colle…

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Wheelings & Dealings: Survey Outfit Wootric Raises $2.6M

By: Paula Bernier    4/19/2016

The round was led by Cloud Apps Capital Partners, whose portfolio also includes Dasheroo, goformz, Hootsuite, insightly, ServiceMax, and propel. CSC U…

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How Connecting Your Email to Your Help Desk Can Save Time and Reduce Errors

By: Dan Steiner    4/18/2016

As technology advances, help desk management is becoming more precise and simple through automation. When a business's employees can focus on providin…

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Calabrio Expands Market Reach with SPS Partnership

By: Rory Lidstone    4/6/2016

Calabrio recently entered into a new partnership with Strategic Products and Services (SPS) in order to expand its reach and further spread the benefi…

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Why Call Center Reps Need to Consider Prospects' Website Activity

By: Drew Hendricks    4/6/2016

By the time a prospect has opted in to receive a phone call from one of your sales reps, they likely already know a great deal about what you have to …

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Six Principles for Better Outsourcing Partnerships

By: Special Guest    4/5/2016

Success rarely occurs in a silo, particularly in today's hyper-connected, hyper complex world; as such, success often has many parents. In the current…

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Pitney Bowes Releases Single Customer View

By: Casey Houser    4/4/2016

Pitney Bowes recently announced the launch of its Single Customer View software that allows enterprises to gain a more comprehensive look at their cus…

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PLDT Taps MATRIXX to Convert to Digital Customer Service, Invests in Part of Company

By: David Delony    3/31/2016

MATRIXX Software has announced that Philippine carrier SMART Communications has selected the company's Digital Commerce platform to handle its mobile …

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