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
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