Amy Bennet

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Which Customer Service Predictions Came True from 3 Years Ago?

by Amy Bennet in Amy Bennet, Customer Experience, Customer Service Outsourcing, Multichannel Customer Service, Social Media Customer Support

Ever try to predict the outcome of anything? It’s no easy feat. Sci-fi author Arthur C. Clarke said predictions about the future can be a “discouraging, hazardous occupation.” Either you sound believable, but are proved pitifully shortsighted or you sound loony, and are proven right too late. For prediction-makers, it’s often lose-lose. But we’ve been […]

 

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How to Handle Social Media Customer Support in a Natural Disaster

by Amy Bennet in Amy Bennet, Customer Service Outsourcing, Social Media Customer Support

  In today’s highly connected world, businesses everywhere are facing the reality that more and more consumers are turning to social media to voice their questions and concerns regarding a company’s services and products. So this raises the obvious questions: What exactly is the current state of social media customer support? Who should be responsible […]

 

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A Sample Contact Center RFP Timeline

by Amy Bennet in Amy Bennet, Contact Center RFP

What’s driving your Contact Center RFP timeline? Is your current outsourcing contract expiring soon? Are you switching vendors? Have you reached maximum capacity with an in-house solution? As you prepare to launch an RFP process to find the right partner for your customer care program, understanding the vendor side of the process can help you […]

 

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