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Calculating the Contact Center's IQ
Calculating the Contact Center's IQ
Because many businesses have yet to bridge the gap between silos, their customer service and support efforts neglect to draw correlations across channels, often failing to measure up to today’s consumer expectations.
Shoppers Seek Self-Service and Data Security
Shoppers Seek Self-Service and Data Security
Cisco Systems' recent “Cisco Customer Experience Report” highlights that, while many shoppers may prefer self-service, they also desire an experience infused with personalization that brings added value to the transaction.
The Business Case for an Intelligent Contact Center
The Business Case for an Intelligent Contact Center
In this issue of 1to1 Media's In Action guide, readers will get actionable advice on how to develop an agile sense-and-respond service environment, the top 10 characteristics of an ideal cloud platform, six technologies that will take your contact center from smart to brilliant, as well as seven tips for keeping the contact center a vital part of the multichannel customer experience.
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Laying the Foundation for the Multichannel Contact Center
Laying the Foundation for the Multichannel Contact Center
One way companies are keeping pace with customer service demands is by Universal Queue. Before contact center leaders deploy a Universal Queue, they must first create a strategy for hiring, training, and managing agents who are best skilled at delivering stellar service in this new multichannel environment.
Say Sorry and Mean It
Say Sorry and Mean It
Think about apologizing to customers as a “peace process” that needs to be put into place when you make a mistake. Here are five actions that signal to customers that they are important and that someone is looking out for them.
Executive Q&A: Ford Pushes the Innovation Accelerator
Executive Q&A: Ford Pushes the Innovation Accelerator
Companies that strive to be innovative tend to be more successful because they offer their customers and prospects products and services that are ahead of the time. Ford is leveraging technology to be a truly innovative company.
Marketing Spend Makes the Move to Digital
Marketing Spend Makes the Move to Digital
For marketing leaders across industries, the expansion of digital communications not only presents new ways to connect with customers, but also increases investment in technology and the growing mobile and social channels.

Thought Leadership from

Peppers & Rogers Group
By the Numbers: Three Big Data Opportunities for Telecoms
Looking at Big Data through a customer lens offers telecom operators three strong opportunities: improve marketing effectiveness, enhance customers’ experiences, and develop new sources of revenue.