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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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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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