Creating a Customer Insight Strategy
Training Tenured Agents on New Techniques and Technologies
Why Customer Experience Excellence Requires HR Engagement
Zappos gives employees exit prize if culture change is turnoff
Successful IoT Projects Need Corporate IT Know-How
50 Things You Need to Know About Customer Loyalty
2015 is a Great Year for Contact Centers
The Growing Importance of Managers in Employee Engagement
Ten top reasons why employees resist change
15 Customer Service Tips for 2015
Customer Service vs. KPI Targets
5 Steps to Earning Customer Loyalty
9 Ways to Keep Employees Motivated and Productive During the Holidays
Five Tips to Keep Remote Agents Engaged
CIOs Must Put Customers First in Business Technology Decisions
2013 Mobile Enterprise Survey Results
The 2013 iPass/MobileIron Mobile Enterprise Report tells a story of the rise of BYOD, and with it increased frustration and loss of control by IT, and concern over rising mobile data costs. Highlights from the survey include:
Worldwide IT Spending Forecast to Reach $3.7 Trillion in 2013
Free Report: Tiered Support is Dead!
Managing customer support using tiers, or levels, is not good business. In today’s customer-centric marketplace there is a better way to differentiate and improve the customer experience.Get your copy of the full report here!
Every manager or supervisor in support wants to be effective - and promotable. And there are specific, actionable traits that differentiate best-of-breed support leaders from everyone else. Watch this webinar and hear former support executive and bestselling business author Rich Gallagher in discussing the five best practices that will make you an effective support leader.
In this on-demand webinar, sychotherapist Rich Gallagher, LMFT, a former customer support executive, teaches essential yet fundamental skills you can use to make your support center a stress-free zone. Learn valuale tips for building a stress-free support team and hear what support managers can do for their team’s emotional well-being.
New Fenero Web Phone Puts Call Centers in the Cloud
Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite
Marginal Gains in U.S. IT Sector Employment in July, CompTIA Analysis Reveals
Gartner Says by 2020 "Cloud Shift" Will Affect More Than $1 Trillion in IT Spending
Listen to Your Employees, Not Just Your Customers
Why Embracing Consumer Messaging Solutions is Good for the Enterprise