Mar 08 2017 Here’s How You Screw Up Proactive Customer Engagement
I wish I could buy a cup of coffee in the morning, a drink at happy hour or lunch at Panera Bread with every customer service leader on the front lines to talk about customer engagement. Could that be you? If so, I’d like to think that by the end of that meeting you would feel compelled to buy […]
Read MoreMar 06 2017 The Veterans Administration Has Given Us Another Lesson In Bad Customer Service
Once again the Veterans Administration has come under fire for its mistreatment of veterans that have sacrificed so much for our country and our citizens. In the latest VA debacle, an army veteran set up a camera and a speakerphone and recorded his futile attempts to make a doctor’s appointment at his VA clinic in Bedford, Massachusetts. His video illustrates how poorly […]
Read MoreMar 03 2017 3 Reasons To Move Your Contact Center To The Cloud
What would you say if I were to ask you, “What is the goal of your contact center?” Hopefully it’s something along the lines of helping people solve their problems in a way that is as efficient and painless as possible. (If not, well… that’s a whole different issue.) It’s a very “warm and fuzzy” human pursuit, but if […]
Read MoreMar 02 2017 HOW TO MAKE SURE YOUR CONTACT CENTER IS HIPAA COMPLIANT IN 2 STEPS
I recently worked with a client who ran into a rather large problem. A tool they used in their call center was flagged as being non-HIPAA compliant. Call center tools that aren’t HIPAA (Health Insurance Portability and Accountability Act of 1996) compliant are not only putting sensitive personal data at risk, they also put organizations in danger of losing more than […]
Read MoreFeb 28 2017 Need A Lesson In Reducing Customer Effort? Look No Further Than Panera Bread
Before I try to convince you to look at Panera Bread as a shining example of how to make the lives of your customers easier, let’s address the elephant in the room. I am not a bread bowl-wielding stock owner trying to subliminally push you toward enjoying all of your meals at Panera Bread. Nor is Panera Bread […]
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