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Cision Plans Purchase of PR Newswire

By: Steve Anderson    12/21/2015

Cision has announced a new agreement to purchase PR Newswire, a company well-known for publishing reams of press releases daily. The move is set to tu…

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Culture Matters: Making Customer Obsession Central to a Values-Driven Workforce

By: Amy Downs    12/15/2015

The foundation for creating happy customers is having a culture that supports happy employees. Corporate culture is the starting point for great custo…

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Gemalto Global Survey Reveals Impact of Data Breaches on Customer Loyalty

By: Peter Bernstein    12/14/2015

All around the world, brands have tried to quantify the threat of a publicized data breach. As a result, C-level executives have had to decide how muc…

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5 Tips on Prepping Your Call Center for the Holiday Season

By: Special Guest    12/10/2015

The holiday season is here. Along with all the merry making, it also brings with itself lots of business opportunities. Call centers especially find t…

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Customer Care Initiatives Drive Demand for Big Data

By: Steve Anderson    12/9/2015

A new study from Guavus shows how deep the demand for data runs, with 87 percent of respondents in a global survey implementing big data analytics str…

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Why Customer Service is an Investment, Not an Expense

By: Special Guest    11/24/2015

It is hard to overstate the value of excellent customer service. According to a 2015 U.S. State of Multichannel Customer Service Report, 98 percent of…

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Incredible Thanksgiving Story: Howard Hughes Gave Every Employee a Holiday Turkey

By: Dr. Brooks Mitchell    11/23/2015

The following story is a perfect illustration of one of the foundation principles a successful employee incentive program should be based on. Specific…

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Nimble: The Science of Scheduling

By: Maurice Nagle    11/19/2015

Managing a staff of any size can pose a great challenge, let alone in a global company with thousands of employees. So whether the vertical is healthc…

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Genesys Takes a More Prescriptive Approach in Selling Omni-channel

By: Paula Bernier    11/18/2015

The contact center industry - and businesses at large - has been talking about the omni-channel contact center for some time now. In terms of adoption…

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Optimizing Customer Service Interactions with Actionable Data Monitoring

By: Art Rosenberg    11/12/2015

Business communications are dramatically changing with the demand for multimodal, rather than voice only/telephony services for customer interactions.…

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5 Ways to Defeat Marketing Blindness and Attract New Customers

By: Special Guest    11/6/2015

Attracting new customers - one of the most important requirements of growing a business - is arguably more difficult today than ever before.Brands oft…

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VHT to Give Customers Detailed Agent Availability Directly in Search Engine Results

By: Clayton Hamshar    11/5/2015

Search engines play a vital role in customer service operations, as this is by far the most popular way for consumers to find contact information for …

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What Being a Parent Can Teach You About Running a Business

By: Special Guest    10/21/2015

The old saying "the customer is always right" is associated with helping and giving - which are character strengths, especially in customer service. B…

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Call Handling Tips from Sun Tzu

By: Mark Bedard    10/15/2015

Sun Tzu's "The Art of War" has become the most influential and well-known book of strategy ever written since it was first compiled two thousand years…

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Customer Escalations: Why You Should Reward Customers Who Complain

By: Special Guest    10/13/2015

Giva founder Ron Avignone teaches you how to create a customer service department that is built to prevent customer escalations, but prepared to use t…

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Disgruntled Apple Customer Calls Out Tim Cook

By: Paula Bernier    9/29/2015

When Diane L. Katz reached out to Apple tech support for help with a mail application that kept presenting her with the spinning symbol, she never ima…

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Converting Gift Shoppers into Buyers for Your Online Store

By: Special Guest    9/28/2015

When it comes to gift giving, online shoppers can be gun-shy for various reasons. Customers will routinely buy products online for themselves at their…

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Dish Network Provides New Portal that Gives Customers Accurate Service Appointment Times

By: Christopher Mohr    9/25/2015

DISH Network recently introduced an online appointment portal that's bound to please anyone who has ever had to set aside a four-hour time window wait…

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Five9 Announces Salesforce Omni-Channel Support for Cloud Contact Center Software

By: Oliver VanDervoort    9/18/2015

Five9 has long been considered a leading provider when it comes to cloud-based contact center software. Earlier this week, the firm announced that it …

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Call Automation: Cost vs. Benefit

By: Mark Bedard    9/16/2015

Most contact center professionals will agree that call automation has come a long way in recent years. New capabilities such as speech recognition and…

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