Vendor Views

The heart of customer relationships often lies in the contact center, where customer interactions can easily make or break a company's bottom line. Are you taking advantage of customer interactions to create ongoing relationships?
Posted February 11, 2014

From dealing with angry customers to rewarding contact center agents, here are some recommendation to help your company improve customer service.
Posted January 23, 2014

Managing your customers and ensuring that they have a wonderful experience with your product and company is your job—but do you have the right tools to ensure your success?
Posted January 09, 2014

Enterprises must adapt to the new expectations of connected consumers. If you want to be aligned with your customers here are some technology solutions that reduce time and effort.
Posted December 19, 2013

Improving the contact process has been cited as having the greatest impact on customer satisfaction, loyalty, and referrals. Access to intelligent data can help make a call center more efficient and increase both customer and contact centers representative satisfaction.
Posted October 28, 2013

Contact service professionals can provide important insights into customer's emotional reactions to product purchases. Is your company prepared for the future of "emotionomics?"
Posted October 01, 2013

Finding balance between compliance and customer satisfaction has been an increasing challenge for companies. Here are some suggestions to address consumer expectations and demands while complying with regulations.
Posted September 20, 2013

Communications is critical to successful customer service. Learn how to master the message and drive better customer interactions.
Posted June 13, 2013

Companies would do well not to ignore their employees. By establishing a voice of the employee program, the enterprise can uncover valuable insight into customer behavior.
Posted June 13, 2013

Virtual assistants may differ in their capabilities, but their intent is to help manage data and applications on personal devices. They need to be multichannel and project business rules consistently across those channels.
Posted June 05, 2013

The explosive growth in VoC programs has great potential for both organizations and consumers, but there is an inherent responsibility on both sides.
Posted May 17, 2013