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Is Your Contact Center Ready for Millennials?
The millennial generation has become the single largest age group in the U.S. workforce and is projected to spend $1.4 trillion annually by 2020. As the first generation of digital natives to enter...
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Looking Ahead to the Customer Service of Tomorrow
It can be overwhelming to think about how quickly contact centers have changed over the past few years. Take a moment to reflect, yourself. What did your contact center look like in 2013? What does it...
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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That’s Right—Kylie Jenner Has Something to Teach Contact Center Leaders About...
As a contact center leader, you may not necessarily have the time to keep up with the Kardashians. But if a recent Kylie Jenner tweet tells us anything, it’s that you’d better start paying closer...
View ArticleFake Restaurant Rated London’s Best—A Social Media Cautionary Tale
Savvy business leaders understand that in a digital age driven by customer experience, the contact center is the engine of success today. They also understand that the contact center’s responsibility...
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Proactive Prep: Five Tips to Fine Tune Your Proactive Outreach Campaign
Many of the latest contact center management tools on the market today are designed to bridge the gap between consumer preference and businesses objectives. By using tools like automation and business...
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Text May be the New Talk, But Voice is Still the Best Channel for Negotiating
Today’s tech-savvy, digital-minded consumers are not completely abandoning the phone in favor of other digital channels such as SMS, web chat, email and social. Even though consumers use more non-voice...
View ArticleHow Much Can Chatbots Save Your Contact Center?
Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. But the...
View ArticleFast Food Giant Wendy’s Serves Up Customer Service Nuggets of Wisdom
According to a recent Gartner study, it is believed that customer experience will overtake both price and product as the key brand differentiator by 2020. Savvy businesses have seen the writing on the...
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The Now Consumer: Make it Social
If your contact center hasn’t made strides to improve the experience you provide for your customers, you may want to add toilet bowl scrubbers to your inventory. That’s because according to the “2016...
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Twitter Announces Bot Platform
This week, Twitter essentially announced what you could call their entrance into the chatbot space, without ever mentioning the word “chatbot”: Speed up customer service with quick replies &...
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Social Customer Support – Right Place, Right Time
When reaching out for support, customers today expect more than just the 1-800 treatment. In fact, nearly a third of consumers surveyed for “The Aspect Consumer Experience Index” claimed they would...
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You Can’t Stop The Consumer Apocalypse, You Can Only Hope to Contain It
The consumer apocalypse will not be televised…but it will be tweeted. While terming the current transformation of more empowered, more emboldened consumers “apocalyptic” may be a little over the top,...
View ArticleHealth Insurance Turns Social
Anyone who knows me will tell you that I love social media. I stay up-to-date with it 24/7. But new uses for social continue to surprise and impress us across every industry. In one trend, health...
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5 tips for great customer service on social media
If you’re anything like me, your first port of call these days for finding out what’s going on in the world probably isn’t newspaper or TV, it’s Twitter and Facebook. Social media has taken over our...
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Twitter Loses Its Voice-of-the-Customer Hearing
Twitter listened to their customers, like all successful companies do, and their customers gave them candid and direct feedback. They did not want Twitter messing with their streams. The company...
View ArticleSocial media customer interactions need to showcase excellent service, not...
As social media becomes the go-to for customers to voice their concerns, businesses need to ensure it plays a greater role in their overall customer service strategy and, in some cases, even form the...
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Tapping into Twitter for Customer Self-Service – Podcast
On his latest Podcast Series installment, Paul Stockford shares recent research that over half of U.S. based contact centers use some form of social media for customer service. And while Twitter...
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Infographic: Aberdeen’s Steps to Success for Social Customer Care
According to research conducted by Aberdeen Group, contact centers’ adoption of social media as a customer care channel has grown more than four-fold since 2010. This increase reflects many of the...
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Why “Mobile” Isn’t a Channel
While many vendors in the customer engagements industry look at mobile as a communications channel for customers, most consumers do not. A convincing and appealing mobile customer experience must...
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