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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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CallMiner Revs Up Its Engine, Helps CX Industry Learn & Share

By: Paula Bernier    6/30/2016

At Call Center Week, CallMiner, which provides speech analytics for call centers, revealed a new and improved speech recognition engine. The company p…

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It's All About Omni-channel to Enhance the Customer Experience

By: Peter Bernstein    6/30/2016

One of the more interesting developments in the customer experience (CX) solutions space the past few years has been what I would describe as a confus…

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Etech Helps Customers Take Action, Better Address Quality

By: Paula Bernier    6/30/2016

There's a lot of talk about big data these days. But data doesn't amount to a hill of beans if you don't act on it. That's why Etech Global Services g…

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3CLogic CCO Discusses the Importance of APIs, Integration

By: Paula Bernier    6/30/2016

As Chief Customer Officer Robert Killory explained in a meeting with me today in Las Vegas, release 6.0 of the 3CLogic contact center solution can be …

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Four Ways to Improve Your Customer Service

By: Drew Hendricks    6/22/2016

Improvements in customer service ultimately require a focus on your audience and making sure their needs are met. Use these tips to improve your custo…

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Alorica Establishes Stock Purchase Agreement with Expert Global Solutions

By: Steve Anderson    6/6/2016

Alorica's acquisition of EGS should help drive that improvement in customer experience by offering better means to tell what works and what doesn't, a…

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Salesforce to Buy Ecommerce Platform Provider Demandware for $2.8B

By: Paula Bernier    6/6/2016

CRM giant Salesforce last week announced plans to acquire ecommerce platform provider Demandware for $2.8 billion. The deal is expected to close by th…

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Read This Before Buying Another Sales Tool!

By: Peg E. Ventricelli    6/2/2016

Every sales organization wants to close more deals. Toward that end, today's businesses have tapped into technologies that help salespeople to be more…

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Front and Center: Successful Companies Empower Their Frontline

By: Amy Downs    6/1/2016

For instance, our frontline team recently came up with the idea of sending a small token of appreciation to customers who, for whatever reason, have h…

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A Better Customer Experience Could Be a Few Genesys AppFoundry Tools Away

By: Steve Anderson    5/25/2016

Genesys AppFoundry is a complete app store, an online marketplace geared specifically toward customer experience solutions. The AppFoundry contains to…

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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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