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
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