Vendor Views

A surprising number of businesses are still not integrating their customer software systems, and that's bad for business.
Posted August 15, 2017

Survey design has everything to do with whether customers will provide their feedback.
Posted August 08, 2017

Customers like to keep interactions personal, and video lets companies do just that.
Posted August 01, 2017

How companies can leverage a hybrid agent-assisted/self-service approach for better customer experiences.
Posted July 25, 2017

Fully understanding customer interactions through customer journey analytics can keep consumers coming back.
Posted July 18, 2017

Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017

Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017

Tips for shifting your company from crisis management to customer-service management.
Posted June 27, 2017

Just like new puppies, bots need training before they can become our best friends.
Posted June 20, 2017

Lowering average handling time in the contact center could save millions of dollars per year.
Posted June 13, 2017

Building the right type of customer service will take an infusion of capital, and here is some advice on where to go for it.
Posted June 06, 2017

When it comes to a contact center as a service solution, companies should be wary of any tech provider or consultant that tries to sell an in-a-box solution that tries to be all things to all companies.
Posted May 30, 2017

In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far.
Posted May 23, 2017

Done right, knowledge management can be the secret to customer service success.
Posted May 16, 2017

Application cost, deployment flexibility, system capabilities, and user controls should be considered when determining which contact center environment is right for your business.
Posted May 09, 2017

Intelligent contact centers go beyond basic data to generate insight that can have significant business impacts.
Posted May 02, 2017

Congressional Federal Credit Union's use case shows companies can get outbound customer communications right.
Posted April 25, 2017

Voice authentication can improve interactions and increase security
Posted April 18, 2017

Three ways to enhance brand loyalty with context.
Posted April 11, 2017

The right balance between robots and humans can make all the difference in improving customer and company metrics.
Posted April 04, 2017

Artificial intelligence can better equip agents, supervisors, and field service technicians to provide better service.
Posted March 28, 2017

Building the business case for customer experience in 2017.
Posted March 21, 2017

Tips to help customer service reps keep their cool when callers are losing theirs.
Posted March 14, 2017

As chatbots' and their many uses continue to evolve and diversify, companies should look to incorporate smart, two-way communication capabilities into their solutions to better meet the needs of connected consumers.
Posted March 07, 2017

In contact centers, predictive and prescriptive analytics should be used together to anticipate customer needs and help agents toward resolution.
Posted February 28, 2017

There's a science behind human connection and the emotional aspects of customer interaction, but not all engagements are appropriate for humans versus machines.
Posted February 21, 2017

Having the right strategy in place can stop problems before they become a problem.
Posted February 14, 2017

Three things that could end a customer relationship.
Posted February 07, 2017

Facebook, Twitter, and Instagram have all added new customer service features to their platforms, and businesses need to know how to use them.
Posted January 31, 2017

The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017

How to make the build, buy, or outsource decision.
Posted January 17, 2017

Before employee engagement in a contact center can be successful, a strong cultural foundation must be laid, which requires a strategic approach to hiring, training, engagement, and evaluation by human resources and contact center leaders.
Posted January 10, 2017

How to supercharge your customer service team.
Posted January 03, 2017

In addition to fostering healthy competition, gamification can create a more meaningful customer-representative interaction.
Posted December 27, 2016

The cost savings and productivity gains make cloud computing a viable contact center option.
Posted December 20, 2016

Chatbots have exploded in popularity, but businesses should focus on their customer support goals before they jump on the bandwagon this holiday season.
Posted December 13, 2016

Companies aiming to improve individual customer relationships and respond quickly and accurately to customer feedback should consider these following seven steps.
Posted December 06, 2016

Choosing the right support tools is a lot like dating. Here are some tips to help navigate the sea of choices.
Posted November 29, 2016

Here are a few things to avoid as you ramp up your contact center agent counts.
Posted November 22, 2016

Making customer service effortless means re-examining traditional thinking, existing metrics, and outdated processes.
Posted November 15, 2016

How to update legacy contact center system for better customer experiences.
Posted November 08, 2016

The nature of contact center support will evolve in the IoT era.
Posted November 01, 2016

Customer service leaders need to rethink their approaches and shift their strategies to go beyond engagement, taking advantage of the collective wisdom in and around the enterprise, new technologies, and closed-loop processes.
Posted October 25, 2016

Start testing contact center systems now so that they're ready when the real call volume begins.
Posted October 18, 2016

A few simple investments can have significant impact on brand impressions and customer loyalty.
Posted October 11, 2016

Driving customer service change doesn't have to involve more surveys; it means engaging employees to drive the right behaviors.
Posted October 04, 2016

Live chat for customer service takes careful planning and a solid commitment.
Posted September 27, 2016

When customers start on digital channels for customer service, they'd prefer to stay in those channels throughout their interactions.
Posted September 20, 2016

Context is just as important as content when keeping track of what customers have to say on social media.
Posted September 13, 2016

Companies need to transform their field service offerings with a new menu of advanced options.
Posted September 06, 2016