News Features

Kana's updated solution offers midmarket companies the same cloud-based customer services solutions as their enterprise counterparts. Some of the solution's features include a specially designed user interface, advanced analytics and 30 languages.
Posted July 01, 2013

Calabrio Desktop Analytics captures screen strokes and windows activity allowing companies to know exactly what's happening at the agent's desktop. The module also complements speech analytics on company's workforce optimization suite.
Posted June 25, 2013

The new solution helps companies who may be challenged with detecting and analyzing customer complaints and compliance violations. When not addressed, these can result in costly, large-scale remediation and significant regulatory fines.
Posted June 17, 2013

Gamification technology is a new concept in workforce optimization (WFO), but more and more companies are taking notice. By rewarding performance through gamification, companies can help employees sharpen their skills and provide better customer service.
Posted June 10, 2013

Descriptions of CCOs can be murky, and companies may not realize their potential value in their organizations. The founder of The Chief Customer Council explains what a CCO is and why your business should have one.
Posted June 07, 2013

A recent Forrester survey found that decision makers are targeting analytics and multichannel delivery as top priorities in spending over the next 24 months. Data from the report also shows that traditional and mobile Web concerns are prioritized more often than mobile applications.
Posted May 30, 2013

Jeanne Bliss, author of the best-selling book, I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, will be the keynote speaker at the 2013 Customer Service Experience conference (August 19-21, 2013) at the New York Marriott Marquis. She spoke with Michele Masterson, staff writer at Speech Technology magazine, to shed some light on how the vendor-customer relationship has changed and what organizations can do to prepare for this shift.
Posted May 23, 2013

Large enterprises are poised to increase spending on customer experience solutions such as text analytics. Expenditures are also expected to rise for CEM initiatives for Web and mobile offerings.
Posted May 07, 2013

Customer service has evolved from the days of customers simply calling into a customer service or contact center to speak to a live agent. For starters, the phone is no longer the only customer service domain. New customer service technologies include chatbots, click to call (CTC) social media, and mobile devices, and savvy organizations are leveraging these technologies for better customer service experiences.
Posted April 30, 2013

Big Blue sees opportunities in the growing field of customer experience. The company has dedicated a team of researchers to meet challenges faced by clients to implement new solutions such as smarter commerce, big data, analytics, and mobile products.
Posted April 30, 2013

Although the contact center has changed over the years, the quest remains the same: satisfying customer needs as expeditiously as possible while keeping costs down. Here are some developments in the area that can help reduce call center imperatives such as reducing average handle times and boosting first call resolution.
Posted April 30, 2013

Don't bother calling Square.The rapidly growing mobile credit-card processing company has joined an increasing number of Silicon Valley-area tech firms, including Google, Facebook, Twitter, LinkedIn, and crowdsourced question-and-answer site Quora, in eliminating the phone as a customer support channel. But is abandoning the telephone for low-cost online channels the right move for your organization?
Posted April 15, 2013

Interpersonal skills of employees can make or break the customer experience. The emotional aspect of customer service is critical, as one in three global respondents surveyed preferred being treated well over having their issues immediately resolved, according to a recent study.
Posted April 01, 2013

An average of only 30 percent of customers globally report having positive customer experiences with their insurers. As a result, insurers look to mobile and social media to strengthen customer experiences.
Posted March 18, 2013