Employee surveys should uncover more than just the problem with the coffee in the break room.
Posted February 12, 2016
The use of cloud contact center technologies is on the rise, but companies still need to do more to maximize returns.
Posted February 05, 2016
Using the right data in the right way can make all the difference when looking to create better customer experiences.
Posted January 29, 2016
Companies must equip their contact centers to handle digital and omnichannel customer inquiries and provide a means for self-service support.
Posted January 22, 2016
Knowing how your business reacts to change can help you prepare for new challenges.
Posted January 15, 2016
Omnichannel customer experience environments are now expected. Here's some advice to get you started.
Posted January 08, 2016
Don't just assume that you know what your customers want or need; ask them.
Posted December 18, 2015
Consumers want fast and personal responses when reaching out via email with questions or concerns.
Posted December 11, 2015
The rise in digital channels requires contact centers to address new metrics for agent performance.
Posted December 04, 2015
Don't make customers break the frame of their experiences to reach a customer service rep.
Posted November 20, 2015
Managers need to overcome human factors, such as structural, cultural, hierarchical, and individual barriers, to make their contact centers excel.
Posted November 16, 2015
Social media offers organizations a world of customer insights and performance improvement opportunities. However, a misguided strategy is enough to turn it all into failure.
Posted November 06, 2015
Make sure content is relevant and updated so customers can find the answers they need.
Posted October 30, 2015
Social media is really here as a customer contact channel. Here's what the new service world is going to look like.
Posted October 23, 2015
Customer journey analytics holds great promise for improving customer interactions.
Posted October 16, 2015
Customer service is at a pivotal point. Business as usual is not satisfactory for customers. The following trends are going to play an increasingly important role in contact centers during the next few years.
Posted June 19, 2015
Stringent adherence to policies and procedures rather than occasional exceptions may cost companies customers.
Posted June 01, 2015
Preference management solutions can be used to drive proactive customer care initiatives.
Posted March 30, 2015
Deciding what your business values brings clarity and a greater sense of purpose for you and your customers.
Posted March 19, 2015
Don't want to deal with incompetent, rude agents? Go straight to the top.
Posted February 10, 2015
Think you offer great customer service? Maybe not. Customer journey analytics lets you know if you're on the right track.
Posted January 14, 2015
Is your company frequently ripping and replacing knowledge management systems? Consider these suggestions instead.
Posted December 15, 2014
Service teams are taking on cross-sell and up-sell responsibilities, while insides sales are answering service requests. Are you ready for a new era of customer service?
Posted November 25, 2014
After offending customers, the nation's largest retailer fails to issue a direct apology and scrubs its social media sites of negative feedback.
Posted October 27, 2014
A TSIA survey reveals that a majority of respondents prefer self-service to other channels, but few are finding what they need.
Posted September 24, 2014
If you aren't paying attention to the complex patterns of nontraditional interactions, it could cost you.
Posted September 08, 2014
Use this process to dramatically improve your customer satisfaction.
Posted July 30, 2014
Back-office WFO has the potential to deliver on unfulfilled promises of business process management.
Posted July 16, 2014
Knowledge management and analytics are also projected to garner high adoption rates.
Posted June 16, 2014
Is CRM in the crosshairs of the service and professional industries?
Posted June 03, 2014
These front-line employees are your brand. Are you giving them the tools they need to develop customer loyalty?
Posted April 07, 2014
Don't try to solve product problems via Twitter or Facebook. Instead, move the conversation to direct messages or email, out of the public eye.
Posted March 18, 2014
The "one and done" approach to CRM is now considered an old-school tactic. Continuous action—from problem to resolution—will inspire consumer trust and prompt repeat business.
Posted March 13, 2014
Employees can be among the most valuable and powerful investments managers can make. Are you doing all you can to engage them?
Posted March 05, 2014
From improving the customer journey to reducing operating costs, here's a look at the top trends in contact center spending in 2014.
Posted February 03, 2014
The partner channel is as important as the direct channel. Here's why you should apply the same approaches to building mutually beneficial relationships with partner experience management.
Posted January 16, 2014
The seemingly innocent practice of recording customer service phone calls is one of the most hotly contested issues facing courts and businesses today. Fortunately, the tide has begun to change.
Posted December 19, 2013
While the technology to perform realtime decisioning has arrived, contact centers have so far been slow to adopt it. However, realtime decisioning is poised to become a differentiator for enterprises looking to drive collaboration and improve the customer experience.
Posted November 20, 2013
Professional Services Automation can improve project profitability by providing details about consulting engagements including customer history. Here's how to get customer background and technical details at your fingertips.
Posted November 12, 2013
Are you making assumptions about your customers' expectations? In the era of social media, there is no excuse for not listening to the voice of the customer.
Posted November 04, 2013
Speech analytics gives companies the power to alter the outcome of a call. Although these applications are still immature, their potential is great.
Posted October 30, 2013
When developing a business case for investment strategies here are some customer service solutions to consider that can offer quantifiable business benefits and provide valuable customer insight.
Posted October 23, 2013
Software is not the only answer in determining if your customer experience solutions are working. By using qualitative and qualitative research you can glean important insights about your customer base.
Posted October 02, 2013
Customers are increasingly choosing to use the Internet instead of making phone calls. However, there's also a need to provide broader support within Web chat. Here's what enterprises can do to evolve their Web solutions to better serve customers better and create integrated support experiences.
Posted September 30, 2013
What's next for the call center? It's the ability to deliver a personalized, interactive experience without adding staff or ripping out existing technology investments, and it's already happening around the world as new approaches to collaboration and automation change the face of customer care.
Posted September 18, 2013
Faced with outdated technology, many contact centers are looking to update their systems. Here are some factors to take into consideration before you make your next upgrade.
Posted September 10, 2013
Meeting your customer's expectations means more than providing service. Here are some suggestions to foster better communication.
Posted August 29, 2013
Field service automation vendors are providing rich mobile applications, including native smartphone and tablet applications. To reach the next level of success, here are some suggestions to accelerate mobile strategies.
Posted August 19, 2013
If you haven't updated your outbound dialing solutions recently, take a look at the current generation of applications. Cloud-based outbound solutions and an increasing number of inbound contact center infrastructure solutions have added preview, progressive, predictive dialing, and blending.
Posted August 08, 2013
To meet the demand for fast and efficient service over multiple channels, brands need to invest in new applications. Here's why you should consider cloud-based solutions.
Posted July 31, 2013