By: Christy Green On: June 30, 2016 In: Contact Center Comments: 0

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. For example, if you’re on […]

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By: Christy Green On: May 19, 2016 In: Contact Center Comments: 0

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. We’ve been hearing for a long time about the importance of customer experience, and that the notion of customer service is expanding to encompass […]

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By: Christy Green On: April 21, 2016 In: Contact Center Comments: 0

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: Use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among US online […]

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By: Christy Green On: March 17, 2016 In: Contact Center Comments: 0

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 […]

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By: Christy Green On: January 21, 2016 In: Contact Center Comments: 0

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 […]

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By: Christy Green On: December 17, 2015 In: Contact Center Comments: 0

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 […]

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By: Christy Green On: August 14, 2015 In: Contact Center Comments: 0

We’ve been talking about the importance of providing a superior customer experience by making it easy for your customers to work with you. In my last two posts, the first 6 steps I outlined were focused on setting up web self-service and properly optimizing your site to give customers an […]

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By: Christy Green On: July 23, 2015 In: Contact Center Comments: 0

Last time, I cautioned about turning your customers into indentured servants by making them have to work too hard to get the information they need when contacting your company. One of the most important things an organization can do for their customers is help them save time. People want to […]

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By: Christy Green On: July 09, 2015 In: Contact Center Comments: 0

A few months ago, I switched to the cable company that everyone loves to hate. Recently as I was paying bills, I realized I’d never gotten a bill from them. So I searched their website until I found the number for customer service (which is quite well hidden). I called […]

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By: Christy Green On: June 02, 2015 In: Contact Center Comments: 0

Improving customer experience is top of mind for most companies these days, but how do you do it? Where do you start? Considering that consumers are adopting new technology at a faster rate than businesses, and that leveraging new technology will likely be the cornerstone of many CX improvements, the […]

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