I frequently attend the customer service trade shows and themes typically involve education on emerging technologies not yet widely adopted. For example, this year I attended several shows that focused on support for social media platforms like Facebook Messenger or Twitter. Prior to this rising trend in customer service for social media, web and text chat […]
Read MoreWe all read the statistics – we might even question their validity – but study after study after study continues to repeat the concept that the world has gone mobile. I recently conducted a personal study and attempted to engage 25 utilities in a mobile self-service test. I found the customer care number and via […]
Read MoreLike a few of my other colleagues, I had the opportunity to attend the recent Aspect ACE conference in Las Vegas. The primary focus of the event revolved around discussion on Facebook and Interactive Text Response, and Aspect would not sit on an island promoting the upside of jumping on the Facebook wagon. The Harvard Business […]
Read MoreI hit two milestones with MicroAutomation recently. First, I celebrated five years of working with an incredible team of call center experts. Second, my work email crossed the 1,000-mark on “junk” mail! (Hooray!) So, on a Saturday afternoon not too long ago, I decided to celebrate this inbox milestone. I had the pleasure of watching […]
Read MoreI have spent my entire professional career working with companies on the effective use of technology, and I still believe that any IT solution can provide a company with a competitive advantage. Because of this belief, I want to correct the misconception of some (not all!) business decision-makers that silos IT solutions as a “necessary evil” expense item over time, rather than […]
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