Blog

Feb 13 2019 Customer Focused Measures To Keep In Mind

By:

You’ve taken the first step and moved a self-service/digital deflection customer service model for your contact center. You put together a sophisticated set of checks and caller-driven options to respect your customer’s time. How do you know they are working? Are they yielding the results you desire and/or expect? The only way to know is to […]

Read More

Nov 20 2018 5 Reasons To Use A Chatbot In My Contact Center

By:

Anyone who has ever tried to contact a company through a call center knows that the process can be discouraging and repetitive. This is not the case with trying to contact every company on the face of the earth, but you would be lying if you tried to tell me that you have had a […]

Read More

Aug 25 2017 If You’re Using Traditional IVR, You’re Driving Your Customers Crazy

By:

Think about the last time you had to make a call to customer service. “Please listen carefully, as our options have recently changed,” the voice tells you. You make your initial selection, thinking you’ll be taken where you need to go – but wait, you pick another option. Then another. And another. It’s an all […]

Read More

Jul 11 2017 5 Benefits of Using Interactive Text Response

By:

We’ve talked about customer engagement on this blog before – both how to screw it up, as well as how to get it right. Today, however, I want to take a more pragmatic and tactical approach to leveraging a technology to produce those high-value customer experiences that will help you retain customers, increase revenue and drive advocacy. Specifically […]

Read More

Mar 31 2017 Are Your Customer Contact Solutions Mobile-Ready?

By:

It seems like the numbers are finally confirming what we’ve known to be true for some time… “The Centers for Disease Control and Prevention has been tracking phone use for a decade and the number of households only using cellphones had been rising by about 5 percentage points each year. Lately, the increases have been smaller and […]

Read More