News Features

Jetstar launches virtual assistant using Nuance's Nina customer service platform.
Posted December 19, 2013

The solutions include technologies from Angel, Utopy, and Soundbite Communications, such as call recording, screen capture, and analytics.
Posted November 19, 2013

Increased migration from premises-based solutions to the cloud represents a huge opportunity for vendors, but are they getting it right?
Posted November 13, 2013

Every company dreads the angry customer. Here are some ways to alleviate their pain—and yours.
Posted November 05, 2013

When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver?
Posted October 29, 2013

Once you've gotten reluctant customers to call into the contact center, how do you convince them to stay with the company?
Posted October 22, 2013

The acquisition of the outbound solution provider gives Nuance a leg up in the inbound/outbound call center solutions arena.
Posted October 11, 2013

Using both traditional and new methods of collecting customer feedback, the newly combined company aims to take a large stake in the multibillion-dollar customer experience management and voice of the customer markets.
Posted October 08, 2013

Social media is here to stay. Here's one way to leverage it to your advantage and turn customers into brand advocates and positive reviews into sales.
Posted October 01, 2013

Frustrated with trying to understand a customer rep in a foreign country? Overloaded with seasonal demand? Companies like XACT Telesolutions are helping to solve these problems and others.
Posted September 24, 2013

Technology is a must for any business, but don't lose sight of the human element, namely your customers. At this year's KANA Connect user conference, Jim McCann spoke about the importance of engaging customers by listening to what they are thinking and reaching them where they are.
Posted September 18, 2013

By matching accountability with feedback, companies can now proactively engage customers and circumvent negative experiences.
Posted September 11, 2013

Q&A with Omer Minkara, Aberdeen Group: More and more companies are realizing that customers are in the driver's seat when it comes to shaping a company's reputation.
Posted September 03, 2013

Verint bets that by engaging your front-line employees, you'll also engage your customers, create better care, improve satisfaction and loyalty, and realize higher profits.
Posted August 27, 2013

When it comes to social media, some companies "get it" and have grabbed opportunities to be early adopters and have a presence on the front lines. However, many businesses have yet to get on board and be a part of customer conversations. If your company is the latter, it's time to have a conversation with your CEO.
Posted August 22, 2013

Social customer care is no longer controlled by brands, but by customers who are increasingly vocal about their experiences in the social media. If you haven't implemented social care, now is the time to do so. That was the message from Patricia Graca, director of support, social media, at Hewlett-Packard, who kicked off the second day of the Customer Service Experience conference.
Posted August 21, 2013

Good or bad, some experiences stay in consumers' minds for years. The difference between the two lies in the hands of your employees.
Posted August 20, 2013

Voxeo, now an Aspect company, has signed an agreement with managed networked IT services provider BT. Using Voxeo solutions, BT will provide low-cost, low-risk, cloud IVR, and automated self-service solutions to its customers.
Posted August 13, 2013

Global customer service technology provider Jacada has released Visual IVR Plus, a solution aimed at reducing caller frustration and in-bound call time by offering users a menu-driven interface across mobile and Web channels.
Posted August 06, 2013

Q&A: Scott Buchanan, head of solutions marketing at NICE, knows companies are investing a lot of money and energy into performance management solutions. However, he maintains that they may be forgetting about one of their most valuable assets: employees on the front line.
Posted July 30, 2013

A new virtual agent provides real-time voice of the customer data analysis gathered from omnichannel environments. The solution also automatically structures information and allows organizational departments to identify and compare customer trends.
Posted July 23, 2013

Aspect Software has bought Voxeo for $150 million in a deal that is expected to enhance Aspect's cloud, hybrid, and premises-based deployments while adding interactive voice response and multichannel self-service capabilities to the company's solution portfolio. The move could also propel Aspect to to go up against the lmuch larger competitors like Genesys, Cisco Systems, and Avaya.
Posted July 11, 2013

Clarabridge has integrated Brandwatch into its Clarabridge Social platform providing access to social data. For clients, this means a single hub to listen, understand and act on all customer feedback across social media sites such as Facebook and Twitter.
Posted July 09, 2013

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
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