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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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Comings & Goings: CustomerMatrix Hires Four Executives for Global Leadership

By: Casey Houser    3/31/2016

CustomerMatrix, a company that uses cognitive computing to assist financial service and insurance companies, recently announced that it has hired four…

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How to Tap Your Customer Support to Deliver an Amazing Customer Experience

By: Special Guest    3/29/2016

It doesn't matter how many colors your product comes in, how cheaply you can sell it, or whether you throw in a free set of steak knives-in today's wo…

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If Customers Aren't Flocking to You - It Could Be the Customer Experience

By: Susan J. Campbell    3/28/2016

To truly create the optimal customer experience - you have to understand your customer and what they need in order to want to do business with you. Fo…

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Desk 360 Lets SMBs Compete with Large Enterprises for Customer Experience

By: Michael Guta    3/28/2016

As a SalesForce subsidiary, Desk 360 brings with it not only its own solutions, but the proven experience of its parent company in the enterprise sect…

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Cyara Expands Reach with New Global Partner Program

By: Rory Lidstone    3/28/2016

Cyara, the company that is working hard to usher in an omni-channel future by providing top-quality customer experiences for voice and digital channel…

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The Unforeseen Cost of RoboCalls: More Than Just a Nuisance

By: Special Guest    3/23/2016

For many businesses, telephone calls play a pivotal role in acquiring new customers and growing revenue. People shopping for everything from a new car…

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Harnessing the Power of Metrics via Balanced Scorecards

By: Special Guest    3/23/2016

Every service delivery organization sets key performance indicators (KPI) to measure the health of the organization. Knowing where to take action base…

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Hed: Harnessing the Power of Metrics via Balanced Scorecards

By: Special Guest    3/22/2016

Every service delivery organization sets key performance indicators (KPI) to measure the health of the organization. Knowing where to take action base…

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Directly Adds Predictive Routing to On-Demand Help Desk Solution

By: Paula Bernier    3/22/2016

Businesses have long been working on how to more efficiently schedule and use the time of contact center agents and other employees and interest group…

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Lionbridge Integrates Translation Solution with Episerver Digital Experience Cloud

By: Michael Guta    3/21/2016

There are more than 6,500 languages in the world, but only four percent, or 275 are spoken by 96 percent of the population. But in actuality there are…

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Vulnerability Despite PCI Third-Party Outsourcing-Understanding the Truth

By: Special Guest    3/21/2016

Greg Gentile, President, Govolution outlines the challenges of PCI third-party outsourcing for contact center transactions.

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Windstream's Redesigned Channel Service Model Means Better Partner Support

By: Rory Lidstone    3/17/2016

Windstream, provider of advanced network communications and managed services, has decided to redesign its channel service model, giving partners dedic…

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Zendesk Drives a Better Customer Experience With Machine Learning

By: Steve Anderson    3/16/2016

It's a fair demonstration of the power of analytics; by knowing how other efforts have turned out in the past, organizations can get a handle on how s…

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Enghouse Interactive CCSP is the Most Used Cloud Contact Center Platform

By: Rory Lidstone    3/16/2016

According to the newly released DMG 2015/2016 Cloud-Based Contact Center Infrastructure (CCCI) report from DMG Consulting, Enghouse Interactive has a …

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Enacomm Releases Next Generation IVR Analytics and Management Tool

By: Michael Guta    3/15/2016

With each customer interaction now a gold mine of information, companies are creating solutions to make sense of what is being said at all times. Whet…

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The Key to Sales Growth and Productivity in 2016? Spend Less Time Selling

By: Special Guest    3/14/2016

The problem isn't the quantity or quality of sales technologies available. Nor is the answer to simply give more time to sellers. If sales organizatio…

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Maximizing Purpose: It's how leaders grow business

By: Amy Downs    3/9/2016

As a leader, I subscribe to Gallup's philosophy that my job is to help individuals on my team identify and maximize their purpose. Our team members ar…

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