England's decision shows that governments still have a lot of work to do when it comes to CRM.
Posted July 22, 2016
Is it time to admit that marketing is going to be the major player in making contact center strategy over the next 10 years? It is, and it's already happening.
Posted July 15, 2016
Tips for avoiding the pitfalls of symptom-based management.
Posted July 01, 2016
Musical tastes aside, companies' on-hold choices say a lot about their attention to demographic details.
Posted June 24, 2016
Mass personalization at scale is possible with the Internet of Things.
Posted June 17, 2016
Here's a list of what you should...and shouldn't...do to get and keep my business.
Posted June 10, 2016
Customer effort scores can be used to improve customer service, but only if used properly.
Posted May 27, 2016
Knowledge management helps contact center agents find information quicker, speeding customer responsiveness.
Posted May 13, 2016
Increasing demand from customers means that companies can't operate the way they did years ago.
Posted May 06, 2016
Manage people, processes, technology, and strategies to mitigate agent attrition.
Posted April 29, 2016
It's time to look at more than just price when comparing cloud and on-premises platforms.
Posted April 22, 2016
Engaging customer service employees requires a clear vision that is communicated to everyone.
Posted April 15, 2016
The technology is 35 years old and it needs to change for the millennial workforce.
Posted April 08, 2016
Automated phone systems and agent interactions need to make customers feel welcomed and appreciated.
Posted April 01, 2016
Contact centers should deliver personalized and proactive customer service, and here's how to do it.
Posted March 26, 2016
Every interaction is a moment in truth that can turn customers into brand advocates.
Posted March 18, 2016
Our well-intended efforts to improve the customer experience have backfired, and we actually made things more complicated for ourselves.
Posted March 11, 2016
Look at the experiences you are providing customers to keep them coming back to you.
Posted March 04, 2016
In the world of social media, companies need to respond to customers, and they can't afford to wait.
Posted February 26, 2016
Tread lightly when venturing into the Internet of Things for customer service, but know the potential is great.
Posted February 22, 2016
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