Vendor Views

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

The data shows that contact centers still struggle with data, integration, and agent productivity tools.
Posted August 30, 2016

Customer service can be a disruptive force to transform any organization, but it can't be the same old stuff that companies have always offered.
Posted August 23, 2016

Improving experiences on the Web and in the field are just as important as it is in the contact center.
Posted August 16, 2016

The contact center is an often-overlooked treasure trove of information.
Posted August 09, 2016

Avoid these seven pitfalls to keep customers from taking their business elsewhere.
Posted August 02, 2016

Four steps to get the inside scoop and increase customer satisfaction.
Posted July 26, 2016

Multichannel technologies can cut holding time and route interactions to the right agents.
Posted July 19, 2016

Offering an omnichannel experience is the next step to ensure your customer service is excellent.
Posted July 12, 2016

Speech analytics could improve call center operations on so many levels.
Posted July 05, 2016

Real-time metrics can help managers and agents address performance issues before they become long-term problems.
Posted June 28, 2016

Customers who are digital natives require agents with skills that go beyond the phone. Finding them is a challenge, but it can be done.
Posted June 21, 2016

These tips might help ensure better performance out of your customer service agents.
Posted June 14, 2016

These four elements are needed to assemble and field the best customer service team.
Posted June 07, 2016

How empathy is the secret ingredient to driving customer loyalty.
Posted May 31, 2016

Brands need to determine whether the call center metrics they use still fit the multichannel customer service model.
Posted May 24, 2016

An information balance of zero constitutes a state where neither the business nor the customer has a need to reach out to each other.
Posted May 17, 2016

Analytics can improve routing, efficiency, and performance of contact centers of all types and sizes.
Posted May 10, 2016

The complex nature of technology innovation requires a balanced approach to customer support.
Posted May 03, 2016

Contact center managers can tune in to honest signals from customers and agents to improve operations and engagements.
Posted April 27, 2016

Businesses and other organizations are increasingly upgrading their IVRs to conversational solutions to meet growing consumer demand for self-service options.
Posted April 19, 2016

The right knowledge, powered by artificial intelligence, can have a positive effect on all of the top contact center metrics.
Posted April 12, 2016

In this do-it-yourself-world, make it easy for customers to find the information they want or need on their own with FAQs.
Posted April 05, 2016

With the right metrics, social customer service teams can provide better service.
Posted March 29, 2016

Proactive messaging that is highly personal can deliver relevant information in a timely manner and via the mode preferred by each customer.
Posted March 22, 2016

Effective social customer support requires personalization, dedicated resources, and an investment in agent performance improvements.
Posted March 15, 2016

Software is starting to eat the world, and the translation arena is reaping the benefits.
Posted March 08, 2016

Three proven strategies to ensure high-quality data in your service center and empower agents to surprise and engage customers.
Posted March 01, 2016

Comcast is making a lot of the right moves to upgrade its customer service, and ultimately, repair a badly damaged reputation.
Posted February 23, 2016

The time for new metrics has come as contact centers move to omnichannel interactions.
Posted February 16, 2016

Customer success and support professionals can improve the customer journey, helping collect, navigate, and share vital customer data from multiple applications across their organizations.
Posted February 09, 2016

Customers value good service, and studies prove they will spend money at your competitors if they don't get it with you.
Posted February 03, 2016

Emerging connected consumer trends show the increasing importance of post-purchase customer support, especially after the holidays.
Posted January 26, 2016

Traditional contact centers need to give way to omnichannel engagement centers.
Posted January 19, 2016

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