By: Steve McKinney On: December 03, 2015 In: Contact Center Comments: 0

“Treat your customers as if they were newspaper reporters; this is the new mantra for savvy companies of all sizes.” – Forbes.com Think about that statement. What makes you gravitate towards a particular brand, product or service? With access to more affordable technology and companies investing heavily in data analytics and […]

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By: Steve McKinney On: September 24, 2015 In: Contact Center, Queued IN Comments: 0

Many organizations today are flooded with customer emails. These are important communications from your customers but tracking and responding to them can be taxing and straining for resource-strapped contact centers. Learn how to efficiently take advantage of the treasure trove of information that comes into your contact center every day […]

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By: Steve McKinney On: May 07, 2015 In: Contact Center Comments: 0

Last month I attended an event in Las Vegas with close to 300 Customer Service Professionals to learn and exchange information about “The Modern Customer Experience”. As I listened to the guest speakers from some very large companies with household names share their service strategy for the next two or […]

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By: Steve McKinney On: November 18, 2014 In: Contact Center Comments: 0
By: Steve McKinney On: September 23, 2014 In: Contact Center Comments: 0

I’m almost out of breathe from running.  No, I haven’t suddenly taken up exercise, although I need to! Rather I’m running from roof top to roof top yelling at the top of my lungs, “Get your Knowledge Management in place.”  Whether you’re a company who encourages phones calls into the […]

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By: Steve McKinney On: July 29, 2014 In: Contact Center Comments: 0

For all those Customer Service Managers and Directors out there who read that title, you may think you know what I’m about to say. Spoiler Alert! This will not be a blog telling you how to improve your processes or what to do about social media in your contact center. […]

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By: Steve McKinney On: February 03, 2014 In: Contact Center Comments: 0

Have you ever heard the phrase, “Culture eats Strategy for breakfast”?  What does this really mean, and is it something you should worry about? I heard this phrase during a recent visit to a large contact center in southern California.  The first thought that came to mind is a book […]

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By: Steve McKinney On: April 16, 2013 In: Contact Center Comments: 0

By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Source –Gartner). Who hasn’t heard the term “look where you’re going”, usually referring to someone who isn’t paying attention. In the case of 2020, and Gartner’s prediction, the phrase takes a different […]

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