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
By recognizing the shift in how customers seek assistance, businesses can not only improve satisfaction, but potentially boost revenue as well.
Posted May 22, 2014
Here's how interaction analytics can put your business back in control.
Posted May 14, 2014
It's crucial that businesses embrace the concept of a multichannel contact center so that they connect with customers on their terms.
Posted May 13, 2014
Disconnected data can spell disaster for a contact center. However, in many cases, it's possible to create a single, user-friendly automated interface that brings together relevant information from discrete sources.
Posted May 07, 2014
Millions of dollars are spent on calls that don't result in closed sales. Speech analytics may prevent you from leaving money on the table.
Posted May 02, 2014
New technologies and best practices can play an important role in improving employee engagement and customer service in today's radically changing contact center.
Posted April 23, 2014
In today's fast-paced world—where answers to almost any question can be retrieved with a few clicks—consumers expect information in seconds. What does that mean for your inbound customer service contact center?
Posted April 22, 2014
At times, it may seem as if doing business online instead of in person creates a disengaged customer experience. But when right technologies to leverage multimedia and visual elements arej used, the online customer service experience can be even more engaging than doing business face to face.
Posted April 15, 2014
Improve your lead conversion rates as well as your customers' experiences.
Posted April 15, 2014
Tech support representatives can often face a barrage of disgruntled customers. Here are some tips to alleviate stress for you and them.
Posted March 28, 2014