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Ten frequently asked questions answered.
Viewpoints,
Posted 05 Jul 2013
In an attention economy, customers desire an emotional approach.
Viewpoints,
Posted 05 Jul 2013
Why the shared service model may be on its way out.
Viewpoints,
Posted 05 Jul 2013
The tangible benefits of online self-service.
Viewpoints,
Posted 01 Jul 2013
Communications is critical to successful customer service. Learn how to master the message and drive better customer interactions.
Viewpoints,
Posted 30 Jun 2013
Don't use technology as a stand-in for the human touch.
Viewpoints,
Posted 28 Jun 2013
Look to 'intelligent' tools to identify causes of discontent.
Viewpoints,
Posted 28 Jun 2013
Finding balance between compliance and customer satisfaction has been an increasing challenge for companies. Here are some suggestions to address consumer expectations and demands while complying with regulations.
Viewpoints,
Posted 23 Jun 2013
Time spent "in the trenches" is time well spent.
Viewpoints,
Posted 21 Jun 2013
Improving the contact process has the greatest impact on customer satisfaction, loyalty, and referrals. Access to intelligent data can help make a call center more efficient and increase customer and contact center representative satisfaction.
Viewpoints,
Posted 16 Jun 2013
When developing a business case for investment strategies here are some customer service solutions to consider that can offer quantifiable business benefits and provide valuable customer insight.
Viewpoints,
Posted 16 Jun 2013
Contact service professionals can provide important insights into customer's emotional reactions to product purchases. Is your company prepared for the future of "emotionomics?"
Viewpoints,
Posted 16 Jun 2013
Software is not the only answer in determining if your customer experience solutions are working. By using qualitative and qualitative research you can glean important insights about your customer base.
Viewpoints,
Posted 16 Jun 2013
Customers are increasingly choosing the Internet instead of making phone calls. Here's what enterprises can do to evolve their Web solutions to better serve customers and create integrated support experiences.
Viewpoints,
Posted 16 Jun 2013
Combine prospects' behavioral and social scores for accurate sales predictions.
Viewpoints,
Posted 14 Jun 2013
Customers take on a starring role in service interactions.
Viewpoints,
Posted 14 Jun 2013
First-line sales managers must use data insights to nurture sales teams.
Viewpoints,
Posted 14 Jun 2013
Focus on relevant experiences to extract maximum value from customers.
Viewpoints,
Posted 14 Jun 2013
Marketers find value in getting customers exactly what they need.
Viewpoints,
Posted 07 Jun 2013
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