The Voice of the Customer is Clear: It’s Our Way or the Highway

Acting on change is hard, especially with entrenched business processes. Change is not something that comes easily to companies large enough to have significant investments in CRM, ERP, or other Enterprise-class platforms that are intended to enable superior customer experience. But USAN’s Customer Engagement platform uniquely enables this kind of rapid change in a significantly... Read More

Process over Premise: Cloud-Based Call Centers

The driving force behind cloud-based technology, in general, is to address the market by adapting with agility to new trends and consumer demands. Considering that innovations in technology are frequently coming out in a cloud based format, many businesses with call centers find that cloud-based technology has this key advantage: integrating applications seamlessly, while accommodating... Read More

How to Provide Customer Service in Social Media Channels

Convinced social media servicing is an important initiative, customer experience management professionals are now looking for an answer to the question "How do I provide customer service in social media channels?" This article provides advice for companies looking for software to enable social media servicing. Read More

Subway Social Media Snafu

This article over at, ""The case of the missing inch: Why don't all Subway 'footlong' subs measure up?" demonstrates a perfect example of a customer using a company's social media page to cause problems. Subway, the world's largest fast food chain with 37,000 locations, is facing criticism after an customer posted a picture on... Read More

Skills-Based Routing Leads To Effective Customer Engagement

Improvement of the customer service experience is a never-ending challenge in today's call centers. Due to the increased number of agents and the handling of a wider variety of calls in multiple languages and support areas, customer engagement is often compromised. This leads to dissatisfaction and disappointment in overall service. However, one concept that can... Read More

Call Center Software Provides Customer Service Metrics

Emphasis on call time and time to resolution yields rushed, impersonal interactions according to Zappos, a popular online shoe and apparel shop. Instead, Zappos has found a way to measure and reward behaviors that impact customer satisfaction most. It’s worked for them. But would their modern day performance metrics work for your business? Read this... Read More

3 Alternatives to Contact Center Monitoring

People get used to using information their call center monitoring tools provide them, rather than getting creative and either developing or purchasing what we really need. Beyond creating yet another custom report that adds your boss’s favorite KPIs, it's time to shift strategies to maximize your time and improve your visibility into business performance. Ian... Read More

Next Generation Contact Centers: Getting Social Right

Social media holds enormous potential, but the sheer volume of information along with customers’ higher expectations means that there are huge pitfalls ahead for companies that make social media mistakes. Next generation contact centers can help your company get social right. Read More

Call Center Solutions: Trends to Watch

Today’s customers expect to interact with companies on a variety of platforms—phone, e-mail, chat, text, and social. As customers’ expectations have changed, call center solutions have grown increasingly sophisticated. This article provides a few call center trends to watch. Read More