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Inbound email can be one of the most disorganized, inefficient, unsupervised, and unmeasured communication channels in the contact center. With our customers’ expectations climbing at an unprecedented rate, it is a communication channel that can’t be left behind. Through experience and research, I have discovered 10 effective ways to help […]
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You Need to Read This! I’ve never told folks who read our blog that you have to do something. I’ve made suggestions, recommendations and hopefully, a few thought-provoking statements. But this time, I’m telling you. You need to read the book “High-Tech, High-Touch Customer Service” by Micah Solomon. This is a […]
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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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In today’s high-tech world, there are multiple ways our customers can reach out to us—Twitter, Facebook, email, and the telephone just to name a few. With so many options, how do we know which channels to use? At this quarter’s Queued IN event, Todd Marthaler (Contact Center Solutions Consultant with Interactive […]
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Do you know what has become #1 investment priority by CEOs is? If you guessed Customer Experience Management, you are exactly right. Why is that? Last year my wife and I decided to save every single credit card offer we received throughout the course of the year. There wasn’t any rhyme or […]
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“Knowledge is power”, wrote Sir Francis Bacon in the 17th century. Today we might say “Retrievable knowledge is power”. Even though we have access to a tremendous amount of information from a variety of sources – print, files, our own experience, the challenge faced by corporations (and individuals) is how […]
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It’s been a great week at the Contact Center Association’s fall 2013 conference. As I’ve been blogging all week, many discussions have surrounded people – our agents and our customers. I have a couple of closing thoughts. First, it really is All About the People. Today’s generation of customer is […]
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The Contact Center Association fall, 2013 conference had another great day of sessions today. I’ve been trying to bring you a taste of the different things I’ve been hearing in the sessions I’ve attended. However, today, one of the sessions I attended today was SO very good that I wanted to […]
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It’s Day 1 of the full Contact Center Association Conference in Phoenix, AZ (www.contactcenter2013.com). After yesterday’s site tours, today the sessions began in earnest. If you saw yesterday’s blog post, you know that during the site tours, I was struck by the emphasis on the people of the contact centers…and […]
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Have you ever had someone say something to you and you think, “Well, of course! I knew that!”? That’s been my very good experience repeatedly today. I am attending the Contact Center Conference sponsored by the Contact Center Association this week (www.contactcenter2013.com). Day one is all about site tours. This […]
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