Expert Advice

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

Follow these guidelines to identify some of the biggest problems smart customer service presents and discover how you can break these patterns.
Posted July 31, 2013

Organizations are finding that reduced customer spending and global economic uncertainty have presented significant challenges. Here are some best practices to meet and exceed customer expectations without impacting the bottom line.
Posted July 30, 2013

Treat your customers like subscribers because that's how they think of themselves.
Posted July 30, 2013

Enterprises often organize their businesses into silos, however this can be disruptive and hinder the customer experience. Having a chief customer officer can break down the walls and provide a more uniform process. Here are some questions to ask yourself before hiring a CCO.
Posted July 02, 2013

The combination of computing and Internet-yielding smartphones has created new boundaries to the way we communicate, and as a result there are new issues to consider when discussing Mobile User Interface.
Posted June 11, 2013

When choosing metrics, it's best to start by understanding the brand proposition of your company.
Posted May 31, 2013

A recent TSIA survey predicts that double-digit percentages of companies are planning additional purchases spending. The biggest areas that will see increased funding include building online communities and more incident management.
Posted May 28, 2013

Here are some steps customer support organizations need to take now to address the needs of a rapidly increasing social customer base.
Posted April 30, 2013