The customer support (CS) department is an important department as it helps in customer retention and customer satisfaction. According to a research, it was found that 78% of customers indicate competent CS agents are the key in keeping their satisfaction levels high. Contact center software plays a crucial role. If the software is updated if one wants to invest in a positive customer experience and increase employee engagement. Read more at: http://it.toolbox.com/blogs/voip-news/your-customer-support-department-would-kill-for-these-contact-center-features-70686

In today’s business world, customers are the most important. If you are not providing good customer service, they will tell the negative experience they had with your company. Hence, customer experience has become the most important part of business initiatives. So, in order for a customer experience initiative to be executed properly, it requires an investment in time and resources. Jeanne Landau (Director of Marketing, 800response), writes in his article about four things companies need to do to satisfy their customers and earn repeat business. Read more at: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1020/Default.aspx