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Is your business up to the stress test of external forces beyond your control? #BusinessContinuity

By: Special Guest    6/15/2020

Aggressive new product developments and marketing campaigns planned for Q2 have gone up in coronavirus smoke, while business priorities have shifted a…

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CUSTOMER Magazine Announces Winners of the 2020 CRM Excellence Award

By: CustomerZone360 News    6/9/2020

TMC announced the winners of their 21st Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

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Connected Field Service Leads To Brilliant Customer Experiences

By: Juhi Fadia    6/9/2020

Customer Experience is one of the most influential factors in stimulating customer loyalty and retention. Market research studies reveal that it costs…

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A Tale of Two CRM Architectures: Do you start or finish with your business processes?

By: Juhi Fadia    6/8/2020

Data about customers' behaviors, collected through a range of channels, can play a pivotal role in teams understanding customer intent and sentiment, …

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Conversational Analytics - The Secret to Exceptional First Call Resolution & Outstanding Customer Experiences

By: Special Guest    6/2/2020

Jack Ma, founder of Alibaba once advised,?"Forget about your competitors, just focus on your customers".?As the statistics highlight dissatisfied cust…

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Vonage Contact Center Lets Onecom Rapidly Adapt to COVID-19 Teleworking

By: Erik Linask    5/28/2020

Over the past 2-3 months, countless businesses have struggled to maintain operational continuity as they have been forced to rapidly move to teleworki…

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The Only Dead Thing in Contact Centers Is Your Approach

By: Special Guest    5/27/2020

Lately, I have been bombarded with this notion of the death of the call center. It's certainly a bold apocalyptic affirmation that seems in tune with …

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 8)

By: Tom Goodmanson    5/26/2020

In this segment of Calabrio Corner, CEO Tom Goodmanson talks about the important ties between local communities and employee well-being, especially as…

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 7)

By: Tom Goodmanson    5/19/2020

Calabrio CEO Tom Goodmanson talks about how businesses can plan ahead for additional disruptions due to COVID-19 even as they start implementing plans…

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 6)

By: Tom Goodmanson    5/12/2020

Calabrio CEO Tom Goodmanson continues his series on how business leaders can learn from the COVID-19 pandemic and build better, stronger workforces.

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Five Ways to Prepare Your Customer Service Team for Enhanced Crisis Response

By: Special Guest    5/11/2020

Whether it's the current coronavirus pandemic, an impending hurricane, earthquake or a wildfire, a top tier contact center will include business conti…

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Contact Center Agents Get Personal Assistants with Speakeasy AI Agent Assist

By: Erik Linask    5/8/2020

Speakeasy AI is adding an intelligent assistant feature to its platform to deliver information to agents immediately.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Five)

By: Tom Goodmanson    5/5/2020

Calabrio CEO talks about the ideas his team has implemented during the COVID-19 pandemic that can be taken back into office environments when it's saf…

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How Customer Service Organizations Can Successfully Implement Teleworking

By: Erik Linask    4/29/2020

Contact centers need the right cloud solutions, as well as the right transition and education strategies, to migrate to teleworking without impacting …

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Altitude Software Says Video is the Rising Star in Customer Experience

By: Erik Linask    4/28/2020

Altitude Software is adding WebRTC-based video to its contact center solution, enabling businesses to take customer experience to new heights.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week 4)

By: Tom Goodmanson    4/28/2020

In this installment of Calabrio Corner, Tom Goodmanson talks about strategies for safely returning to office environments.

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How to Reduce the Demand on Your Customer Service Telephone Operators

By: Special Guest    4/24/2020

Customer service is one of the most time consuming and therefore expensive functions that your business has to perform. This is especially true when y…

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week Three)

By: Tom Goodmanson    4/21/2020

In his latest COVID-19 update, Calabrio CEO Tom Goodmanson talks about the importance of over-communication during a crisis.

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6 Ways Artificial Intelligence Works in Augmenting Customer Experience

By: Special Guest    4/17/2020

Call centers are the front line of companies, connecting the business with its customers and a critical component in the overall brand image and custo…

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week Two)

By: Tom Goodmanson    4/13/2020

Tips from a customer experience CEO on how to keep maintain high levels of customer service during the COVID-19 crisis.

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