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The Now Consumer: Make it Social
If your contact center hasn’t made strides to improve the experience you provide for your customers, you may want to add toilet bowl scrubbers to your inventory. That’s because according to the “2016...
View ArticleFast Food Giant Wendy’s Serves Up Customer Service Nuggets of Wisdom
According to a recent Gartner study, it is believed that customer experience will overtake both price and product as the key brand differentiator by 2020. Savvy businesses have seen the writing on the...
View ArticleHow Much Can Chatbots Save Your Contact Center?
Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. But the...
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Text May be the New Talk, But Voice is Still the Best Channel for Negotiating
Today’s tech-savvy, digital-minded consumers are not completely abandoning the phone in favor of other digital channels such as SMS, web chat, email and social. Even though consumers use more non-voice...
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Proactive Prep: Five Tips to Fine Tune Your Proactive Outreach Campaign
Many of the latest contact center management tools on the market today are designed to bridge the gap between consumer preference and businesses objectives. By using tools like automation and business...
View ArticleFake Restaurant Rated London’s Best—A Social Media Cautionary Tale
Savvy business leaders understand that in a digital age driven by customer experience, the contact center is the engine of success today. They also understand that the contact center’s responsibility...
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That’s Right—Kylie Jenner Has Something to Teach Contact Center Leaders About...
As a contact center leader, you may not necessarily have the time to keep up with the Kardashians. But if a recent Kylie Jenner tweet tells us anything, it’s that you’d better start paying closer...
View ArticleIs it the Rise of the Machines?
I was due in Charleston last week to spend some time with my favorite people, Executives in The Know (EITK), for their Customer Response Summit. The reason I adore this conference is because it is...
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Looking Ahead to the Customer Service of Tomorrow
It can be overwhelming to think about how quickly contact centers have changed over the past few years. Take a moment to reflect, yourself. What did your contact center look like in 2013? What does it...
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Is Your Contact Center Ready for Millennials?
The millennial generation has become the single largest age group in the U.S. workforce and is projected to spend $1.4 trillion annually by 2020. As the first generation of digital natives to enter...
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