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How On-Demand Businesses Can Provide On-Demand Help with Self-Service and...
Businesses with on-demand apps have disrupted their respective industries while providing consumers with a fresh new way to buy, sell, travel and everything in between. If you’ve ever booked a ride,...
View ArticleOmni-channel customer service: it’s just the beginning
There’s a school of thought that says if we manage to give a customer a great experience through one customer service channel, then that’s good enough. The customer, the thinking goes, is happy, and...
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What March Madness Can Teach Us About Customer Service
Unless you spent the last 4 days holed up in a remote Alaskan cabin free of Wi-Fi or anything connecting you to civilization, you may have noticed that a little sporting event called March Madness has...
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Four Reasons You Should Be at ACE 2017
In a world driven by customer experience, innovative solutions to reshape and rethink the contact center have become essential tools for every organization’s long-term success. To stay ahead of the...
View ArticleFast, Good or Cheap—Why Choose Just One?
There’s an old saying about customer service: fast, good or cheap. You can get good and fast service, but it won’t be cheap. You can get cheap and fast service, but it won’t be good. Or you can get...
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Is Virtual the Next Reality for Contact Centers?
The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. Tools like chatbots and SMS features are designed to facilitate superior service...
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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Aspect and Intuit: Helping You Survive Tax Season
April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying. It’s not surprising that so many...
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On the Customer Journey, the Path of Least Resistance Prevails
In 2010, Harvard Business Review published research suggesting that lowering the amount of effort it takes for customers to get issues resolved has a direct impact on customer loyalty. Furthermore, the...
View ArticleThe Contact Center of the Future: Everything Old is New Again
I entered the contact center market five years ago, working on self-service interaction and the potential for personalized, customized experiences made possible by smartphones. At the time, the...
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