Vendor Views

Tips and tricks community managers should avoid when building and cultivating online communities.
Posted January 25, 2018

Customer service will need to adopt an omnichannel, agent-first, AI, and IoT focus to succeed in 2018.
Posted January 23, 2018

Epicor is benefitting from a new customer service focus developed in house.
Posted January 18, 2018

With the right CRM system tied-in, agents can better serve customers and provide better information.
Posted January 16, 2018

Prioritize speed and quality with smart automation for lasting customer relationships.
Posted January 12, 2018

By adopting new tools like cloud-based callback, companies can focus on the fundamental of attracting and retaining customers.
Posted January 09, 2018

Social metrics need to revolve around strategies, people, processes, and technologies.
Posted January 04, 2018

Invest in the right research, training, and technology to help agents inform consumers.
Posted January 02, 2018

Artificial intelligence technologies are all the rage, but what does the future look like for chatbots in customer support?
Posted December 21, 2017

Tips for enhancing the customer experience with the data already at your fingertips
Posted December 19, 2017

As omnichannel becomes a more prominent consumer expectation in customer service, contact centers should consider incorporating omnichannel strategies into their business models.
Posted December 14, 2017

Customer service is as much about branding as it is about servicing customer needs.
Posted December 12, 2017

Customer service experts share their ideas to help you ensure an excellent customer experience.
Posted December 07, 2017

All companies today need to develop and nurture an internal culture dedicated to protecting sensitive customer data.
Posted December 05, 2017

Customer service departments are a secret weapon, a strategic asset. Embracing this notion is the difference between failure and success.
Posted November 30, 2017

You need to manage service bots just as you would manage human agents and hold them to the same standards.
Posted November 28, 2017

Today's technologies are enabling an evolution from traditional customer care to its more proactive, positive counterpart: customer experience.
Posted November 21, 2017

Some tips for properly managing contact center operations during disasters, both natural and man-made, to protect your brand image.
Posted November 14, 2017

Millennials will thrive in a company culture that mirrors their own values and provides a sense of purpose.
Posted November 07, 2017

To promote continued success in 2017 and as we approach 2018, business leaders must be mindful of the top five trends that are driving support changes for customers.
Posted November 02, 2017

Social customer care is a great tool to boost customer engagement and loyalty, but it's not an easy feat.
Posted October 31, 2017

Sometimes the only interaction a customer has with a company is through customer service, so your company should make it a priority to keep the momentum from Customer Service Week going all year.
Posted October 24, 2017

As AI continues to develop, contact centers and the agents who work there will need to change.
Posted October 17, 2017

Living by the Net Promoter Score alone could be killing your customer retention.
Posted October 12, 2017

Six proven use cases for artificial intelligence as a contact center customer service tool.
Posted October 10, 2017

With insurance calls expected to rise, companies can improve experiences with digital call center technologies like visual IVR.
Posted October 03, 2017

Bots can be used today for cost savings and customer service improvements.
Posted September 26, 2017

The following best practices for contact centers can help keep millennial agents engaged.
Posted September 19, 2017

Here's how to use chatbots to build richer customer profiles for quicker triage.
Posted September 12, 2017

Artificial intelligence and textual data combined can provide the answer.
Posted September 05, 2017

Winning in today's digital age of customer service means acknowledging and correcting customers' problems in real time by providing them with various channels for support.
Posted August 29, 2017

Cloud technology lets agents work from anywhere, even remote vacation hot spots.
Posted August 22, 2017

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