Customer Service Experience 2014 Day Three: Vendors, Stop Confusing the Customer Service Buyer

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You say tomato, I say tomahto—let's just call it customer service.

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Customer Service Experience 2014 Day Two: Don't Even Think About Hanging Up on Mobile

Mobile devices are changing the paradigm of how to think about the customer experience.

Michele Masterson | Aug 20, 2014
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Customer Experience 2014: How to Influence and Win Customers

Want to really please your customers? Step away from technology for a minute and go old school.

Michele Masterson | Aug 19, 2014
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So Why Aren't You Using Social Media for Customer Service?

Even if you don't have a social media presence, your customers do. Meet them at least halfway.

Michele Masterson | Aug 14, 2014
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The Rebound of Outbound Solutions: A Q&A with Donna Fluss

Once an arid market, outbound solution sales are climbing thanks to new government regulations, improved technology, and the cloud.

Michele Masterson | Aug 07, 2014
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NICE Engage Lets Agents Meet Customers' Needs in Real Time

Satisfying today's customers is easier with real-time analytics.

Michele Masterson | Jul 31, 2014
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How Comcast Failed Its Customer—and Its Agent

After throwing its rep under the bus, will Comcast learn how to improve customer service?

Michele Masterson | Jul 23, 2014
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Poor Customer Service Costs Americans More Than $100 Billion Annually

Do you hate wasting time on bad customer service when you're on the clock? So will your company, which stands to lose $900 per employee in lost productivity.

Michele Masterson | Jul 17, 2014