Blog

The examples of social media impacting customer service and customer loyalty can be found regularly in the news. Right now many companies are trying to figure out what to do with social media channels. An interesting question has been raised concerning who in the company is best at handling the social media channel interactions....

Take Tim's Contact Center Challenge and see what it's like to call into your center. Leave a comment about your experience for a chance to win free Starbucks!...

Not too long ago I visited a high value/high touch B2B call center in the automotive industry. Over the past year they've made monumental investments in consolidating all of their old records and data into the same system with their current data and making it accessible by any of their geographically separated divisions. Here are two...

While voice is the interaction type most preferred by customers, it is gradually losing ground to other channels. After voice, email is by far the most dominant channel delivering interactions into the contact center. Many businesses have imagined that email support would be a great way to eliminate costly phone calls, but relatively few have...

So your customers want to talk to you. How are you going to let them? While the majority of customer interactions are still handled over the telephone, it's important to be flexible and sensitive to what your customers need. The business that fails to allow customers to interact using THE CUSTOMER'S preferred method is going...

The PEW Internet researchers recently published the results of their Parent-Teen Cell Phone Survey with astounding results. Would you like a sneak peek at the next generation of customers who will be calling your contact center? Let me warn you first by saying that the next generation is much different that the current contact center...

Is the IVR voicemail option becoming obsolete due to more advanced and efficient customer service IVR solutions, such as the callback feature where a caller is prompted to a leave a callback number while the system holds their place in queue? I say yes, and thank goodness! There was once a time when most IVRs...