Vendor Views

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

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