A revamped WFO suite prioritizes customer engagement and employee optimization with an assist from analytics and voice biometrics.
Posted April 01, 2015
Comcast is expanding its social support efforts, but is the company doing enough?
Posted March 27, 2015
How can you provide stellar customer care if you knowingly hinder the progress of your front line? Put your money where your mouth is—up-to-date technology and respect means engaged employees and happier customers.
Posted March 25, 2015
New solutions will provide relevant social data to customer service reps.
Posted March 20, 2015
Think your organization offers a great multichannel experience? Unless you're connecting the dots between channels, your customer service is less than optimal.
Posted March 18, 2015
National Australia Bank and Time Warner customers prefer a mobile touch point.
Posted March 13, 2015
Data science fuels better workflows and business processes.
Posted March 11, 2015
The new general manager of IBM Commerce, Deepak Advani, shares his vision for an experience-centric strategy in an interview with Smart Customer Service.
Posted March 06, 2015
A CFI Group study suggests agents and their call performance can influence purchasing. Read our exclusive interview with CEO Sheri Petras.
Posted March 04, 2015
The company is overhauling its CX strategy with the help of its employees.
Posted February 27, 2015
The multichannel solution keeps customer interactions fluid and enables public negative conversations to go private.
Posted February 26, 2015
It takes more than just flashy amenities to earn customers' praise.
Posted February 20, 2015
Being able to find the right agent at the right time means a better customer experience.
Posted February 19, 2015
The add-on solution provides browser-enabled customers quicker service from WebRTC-equipped agents.
Posted February 12, 2015
Other updates include Web browsing history, improved skills-based routing, and policy automation.
Posted February 05, 2015
You may be laser-focused on the front line when it comes to improving customer service, but often problems originate in the back office. Are you seeing the forest for the trees?
Posted January 29, 2015
The best customer service is an effortless experience. Live chat can deliver on that promise and save you money too.
Posted January 21, 2015
If monitoring your Twitter feed is such an effective customer service strategy, why are nearly 80 percent of top companies not responding to customers?
Posted January 14, 2015
Technology incorporates real-time streaming, voice biometrics, and analytics to thwart fraudsters.
Posted January 08, 2015
The $275 million deal expands Alorica's capabilities, service offerings, and delivery options. (Featured on destinationCRM.com.)
Posted January 07, 2015
As businesses head into the new year, more emphasis is being placed on security. Here are some measures companies can take to mitigate risks in the contact center.
Posted December 18, 2014
The SIO market includes traditional and developing technologies to support an increasingly connected world.
Posted December 10, 2014
Vasili Triant says, keep it simple and stop overthinking customer service.
Posted December 04, 2014
Aspect sees WebRTC hurdling from hype to must-have technology.
Posted November 24, 2014
Intelligent virtual assistance gives [24]7 self-service capabilities.
Posted November 10, 2014
Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context.
Posted November 10, 2014
Big Blue steps away from its hardware cocoon and incorporates social into its strategies.
Posted November 06, 2014
WebRTC and gamification are among the solutions poised to gain increased visibility and traction in the contact center market in 2015. Here's what Aberdeen Research director Omer Minkara says should be on your radar.
Posted October 30, 2014
Attrition is the bane of contact centers. If you want to hold on to your best agents, engage them the way you would your customers.
Posted October 23, 2014
Cold software combined with warm bodies equals happy customer care.
Posted October 14, 2014
Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations.
Posted October 09, 2014
The convergence of technology shifts means looking at users based on their digital proficiency.
Posted October 02, 2014
Speakers highlight the problem of service gaps between channels; Verint Engagement Analytics is announced.
Posted September 23, 2014
Miscommunication and division between lines of business can spell a customer exodus.
Posted September 18, 2014
It may take a village to keep your customers happy and improve your bottom line, but you need patience.
Posted September 11, 2014
Companies that ignore this generation can kiss their brands good-bye.
Posted September 04, 2014
You say tomato, I say tomahto—let's just call it customer service.
Posted August 21, 2014
Mobile devices are changing the paradigm of how to think about the customer experience.
Posted August 20, 2014
Want to really please your customers? Step away from technology for a minute and go old school.
Posted August 19, 2014
Even if you don't have a social media presence, your customers do. Meet them at least halfway.
Posted August 14, 2014
Once an arid market, outbound solution sales are climbing thanks to new government regulations, improved technology, and the cloud.
Posted August 07, 2014
Satisfying today's customers is easier with real-time analytics.
Posted July 31, 2014
After throwing its rep under the bus, will Comcast learn how to improve customer service?
Posted July 23, 2014
Do you hate wasting time on bad customer service when you're on the clock? So will your company, which stands to lose $900 per employee in lost productivity.
Posted July 17, 2014
A new study by eDigitalResearch confirms: Live chat is the most satisfying modality for customer engagement.
Posted July 10, 2014
First integrated call center operation could go live this year. [Originally featured on DestinationCRM.com]
Posted June 25, 2014
Red Hat migrates legacy structure to Genesys Customer Experience Platform.
Posted June 25, 2014
If your customer service model emphasizes wowing customers over offering efficiency, you may be going about it all wrong.
Posted June 18, 2014
Features include visual IVR, an enhanced business rules tool, and a multichannel agent desktop solution.
Posted June 12, 2014
These days, the keyboard is mightier than the sword. If you're not responding to complaints on social media as quickly as your current customers expect, you're not only alienating them, but potential customers as well.
Posted June 05, 2014