Christy Green

Senior Account Manager

 Christy Green  LinkedIn     Twitter     Facebook     christyg@commprod.com
 

5 Key Strategies to Improve User Adoption

Christy Green

Your company just implemented a sophisticated new contact center solution or CRM or some other shiny new piece of technology. So now you can sit back and watch all the benefits the technology was supposed to bring just start happening, right? Wrong!

64% of Consumers Prefer Texting Over Voice – Are you ready?

Christy Green

Do you want to make it easier for your customers, especially millennials - now the nation’s largest living generation - to do business with your company? If so, you should consider adding texting to your customer service and marketing mix.

Does your Contact Center Technology Irritate your Customers?

Christy Green

Embracing new technology can be a great strategy for your business. It can help you attract and retain customers and increase revenue. There are many excellent solutions that can dramatically improve customer experience. But a note of caution, those same solutions, if deployed improperly, can provide the exact opposite results.

5 Steps to Improve Technology Adoption in Your Contact Center

Christy Green

I got a new laptop for work a month or so ago and it came with Windows 10 and Office 2013. I’m sure there are some fantastic new capabilities that came along with that upgrade, but…. it’s different. Different enough that some of the functionality that I used without even thinking about in the past is now something I have to figure out how to do, and that’s frustrating. To me, not only is it different, but I can’t see anything that seems better.

Do Customers Really Want to be Delighted?

Christy Green

For years we’ve been reading about the necessity of delighting our customers. The definition of delight is “to give great pleasure, satisfaction, or enjoyment; to please highly.” I’d say creating the state of delight is a high bar, and often unachievable because delight is subjective.

See What's New in Modern Customer Service

Christy Green

Recently I was able to attend Oracle’s Modern Service Experience, a three day event focused on best practices for delivering consistent and positive, cross-channel customer service.

3 Reasons to Implement Web Self-Service

Christy Green

We have been talking about the future of self-service for years now, but guess what? The future is here. It’s right now. According to a Forrester December 2015 survey:

5 Reasons to Consider Adding SMS as a Support Channel

Christy Green

Just like 91% of Americans, I have my cell phone within arm’s reach at all times. (There’s no judgement here, I’m just stating a fact!). I also admit to personally contributing to the 23 billion text messages sent per day worldwide - that’s 16 million messages sent per minute!

According to a November 2014 Gallup survey, sending and receiving text messages is the most prevalent form of communication for Americans younger than 50. Based on my own personal survey, I’d say younger than 60.

With all that said, it’s time to consider text enabling your contact center. Here are 5 good reasons to do it now:

Do You Have a Digital Customer Experience Strategy?

Christy Green

I just read an interesting article in Computerworld about the disruptive force of the digital business model. According to Michael Porter, a leading authority on competitive strategy, “In any industry, whether it is domestic or international or produces a product or a service, the rules of competition are embodied in five competitive forces: the entry of new competitors, the threat of substitutes, the bargaining power of buyers, the bargaining power of suppliers, and the rivalry among the existing competitors.”

3 Tips for Your Contact Center Mobile Strategy

Christy Green

I have the habit of checking my email on my phone in the morning before I get up (I know, I know, all the experts say you’re not supposed to do that, but I do it anyway). This morning I had an email from one of my favorite retailers about an interesting sale.