Vendor Views

Many retailers view customer care as only a cost, but if it's combined with customer experience, big data, and predictive analytics, customer care can actually generate revenue.
Posted January 12, 2016

Adaptive workforce optimization can match the right contact center agents with the right callers for better customer service relationships.
Posted December 23, 2015

Consumer trends give small and midsized businesses new tools to drive better customer service.
Posted December 16, 2015

Tips for optimizing your contact center and responding to unexpected call volume spikes.
Posted December 09, 2015

With contact center metrics, it's time to look beyond the phone call and into the digital customer experience.
Posted December 01, 2015

Call analytics can help identify problems faster so management can address them faster.
Posted November 19, 2015

Providing the right customer service experience starts with hiring and involves training and listening to and acting on customer feedback.
Posted November 12, 2015

Existing recording and analytics systems and processes can be used to boost agent performance.
Posted November 05, 2015

Four tips to turn customer service interactions into opportunities to build your brand and create loyal customers.
Posted October 29, 2015

Marty McFly's 2015 wasn't too far off, at least not in the customer service aspects.
Posted October 22, 2015

Don't make customers leave the mobile app to get support.
Posted October 15, 2015

Empower employees, but encourage them with rewards, other activities, and levity to break up their day.
Posted October 08, 2015

Tips for overcoming the problems of managing call center staff.
Posted September 30, 2015

Call recording coupled with speech analytics can reveal which agents are performing up to speed and which ones need help and which issues are coming up repeatedly.
Posted September 24, 2015

Machine learning expands the role of customer service, driving proactive conversations that bring new value to marketing, sales, product development and the executive team.
Posted September 15, 2015

Augmenting customer service with machine learning helps agents work faster and smarter, increasing productivity and capacity while retaining a high level of customer satisfaction.
Posted September 08, 2015

Contact center managers want to deflect customers from reaching live agents, and customers want effective call resolution. Artificial intelligence can serve both.
Posted August 28, 2015

In the contact center environment, it's crucial that agents are given the tools to provide exceptional customer service. Here are some suggestions on how to carry that out.
Posted April 29, 2015

Evaluating a new cloud-based contact center platform partner? Make sure you include these items on your checklist.
Posted April 22, 2015

Incorporating video into your contact center environment makes for a more personalized customer experience and, in turn, stronger loyalty.
Posted April 13, 2015

Your customer service tools may be up to date, but if they're not monitored, a seamless customer experience will elude you.
Posted April 06, 2015

There are myriad benefits in offering customer service over video.
Posted March 31, 2015

Getting feedback puts you in your customer's shoes and provides opportunities to create better relationships.
Posted March 13, 2015

Scores that measure customer health and effort, combined with journey mapping, create a clear view of the customer relationship life cycle.
Posted March 09, 2015

Are you making customer service too difficult? Interactive voice response systems can be retooled to meet changing caller expectations.
Posted March 02, 2015

Four survey topics and mistakes every business must be aware of.
Posted February 23, 2015

An increase in remote workers, advances in voice biometrics, and better call routing systems are just some of the changes that the call center may see in the future.
Posted February 11, 2015

How to create a less-effort customer experience, regardless of the initial channel of contact.
Posted February 04, 2015

If you want loyal customers, get to know them—and use what you know.
Posted January 21, 2015

Thanks to data, design, and smart apps, this will be a defining year for digital customer engagement.
Posted December 19, 2014

Used with metrics that monitor performance quality, churn can provide insight into every aspect of an organization.
Posted December 09, 2014

Here's how to get customers to complete their purchases in-store.
Posted December 02, 2014

Lessons learned from Amazon's service failure: Taking responsibility and acting swiftly to correct mistakes can not only restore customer loyalty, but further it too.
Posted November 25, 2014

It's critical for call centers to be 100 percent compliant with the changing TCPA regulations, regardless of ambiguous rules.
Posted November 25, 2014

A multichannel strategy trumps low prices and promotions to snag this elusive audience.
Posted November 13, 2014

Reports of CRM's demise may have been greatly exaggerated.
Posted November 11, 2014

Sixty-four percent of customers would rather text a business than call, according to a Harris Poll/OneReach survey.
Posted November 04, 2014

Customer experience is one of the few areas in which retailers can differentiate themselves from the competition. As the holiday season approaches, remember these key tips to keep your organization on track.
Posted October 28, 2014

Conquer the challenges of business growth while still meeting internal goals and customer demands.
Posted October 21, 2014

Increase contact center efficiency by avoiding the clutter of an unruly technology stack and adopting a channel-centric approach.
Posted October 13, 2014

A look at edge computing and its implications for the modern contact center.
Posted October 07, 2014

An increasingly customer-driven marketplace demands that retailers provide a seamless omnichannel shopping experience.
Posted October 06, 2014

Companies need to understand that consumers want to have intelligent, contextually relevant, and proactive experiences.
Posted September 16, 2014

Contact centers that listen closely and respond to what customers have shared will have an edge over those that turn a deaf ear.
Posted September 03, 2014

In today's digital era, where social media posts and updates spread like wildfire, it's critical for call centers to be in the same place as their customers.
Posted August 26, 2014

A top-of-the-line customer experience that improves customer lifetime value can only happen when coaching and training are priorities for all levels of an operations team.
Posted August 25, 2014

Understanding customer issues allows organizations to take steps to resolve root causes.
Posted July 23, 2014

Modern HCM technology improves employee experiences, productivity, engagement, and retention.
Posted July 21, 2014

Savvy carriers have developed ways to transform call centers from resource hogs into profit centers, all without gouging customers.
Posted June 05, 2014

Underestimating the importance of customer service in a B2B setting is one of the gravest mistakes, and one that is made far too often. Organizations believe that since they aren't dealing with an end user, they can get away with committing fewer resources to support their customers. They couldn't be more wrong.
Posted June 02, 2014