Fast, 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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Customer Engagement Excellence Regardless of Economic Times
A robust economy might be great for your 401K but if you’re a customer service manager, it could make it tougher for you to do your job. According to the American Customer Satisfaction Index, the...
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Aberdeen Report: Omni-Channel Customer Care: How to Delight Your Empowered...
Yesterday I got an email from my Flexible Spending Account (FSA) provider. An FSA is a special account you put pre-tax money in that allows you to pay for certain out-of-pocket health care costs. There...
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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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