So you made it through the contact center RFP process and your selection team made their final choice. Is the headache over? Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? That would be nice, wouldn’t it? But we’ll be the first to admit that unfortunately it […]
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The world’s online footprint continues to expand at astonishing rates, leaving us with big shoes to fill when it comes to online customer service. This is especially true in the B2C sector, where, as Twitter recently published, tweets aimed at B2C organizations are growing at 50% per year, with more and more people turning to […]
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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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Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, […]
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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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You’ve conducted your “experience audit” and walked miles in your customers’ metaphorical shoes. You’ve labored over reworking processes and playing diplomat to keep the management team in alignment on the customer experience strategy. You’ve trained your teams to deliver on the company’s “experience” vision. You’re measuring key metrics tied to the customer experience to keep […]
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The National Retail Foundation is forecasting that Americans will spend $600 billion this holiday season. This annual mad rush to prepare the contact center for the holiday season inevitably presents a challenge for contact centers nationwide. Massive spikes in demand mean massive potential for interruption to customer service operations. Unquestionably, holiday madness can also impact […]
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What’s the big deal about Big Data? It’s a topic on every industry conference and it’s a theme that seems to be streaming endlessly through our collective Twitter feeds – and yet there are so many different opinions about what Big Data actually is and how it should be leveraged. We put together this primer […]
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We have all been there. We call the toll-free number and are greeted by the Interactive Voice Response (IVR) system: “Welcome to XYZ Corporation. Para Español oprima numero dos….” Okay, so we know we are not talking to a real person, but we are still optimistic that with a simple yes or no and a […]
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It is an exciting time in the customer contact industry. When you think about where contact center technology started, it can be traced back to the invention of the telephone. For decades, the voice channel was the only channel available for customers to receive speedy resolutions and attention to their needs. Boy, has that changed. […]
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