Feb 17 2017 Customers Don’t Want To Be “Happy,” They Want You To Reduce Their Effort
It seems like everywhere I turn these days, someone is trying to help me unlock the door to finding happiness with a book, seminar, inspirational quote or a cheeseburger. It makes sense. For the vast majority of people, achieving genuine happiness in their lives is one of their primary goals. But for customers who are calling […]
Read MoreSep 25 2016 IVR – Take III – Will You Get It Right This Time?
Next Generation IVR Self-Service We all know that self-service will continue a migration to the mobile and social channels as smartphones, technology, and the millennial generation push the change. However, the phone channel will not disappear in the coming decades, as customers continue to utilize the infamous IVR and speak to agents in your contact […]
Read MoreSep 02 2016 MicroMessenger Strategy Validated By DMG Consulting Research
When we first decided to infuse our 20+yrs of contact center experience into MicroMessenger, it was a market disrupting technology. With version 5.0 we accomplished extraordinary things like 40 MILLION customer engagement contact events in 60 days for a major utility company. DMG defines proactive customer care as “a business strategy that makes customers’, partners’, […]
Read MoreJul 08 2016 Interactive Text Response (ITR)
Leverage Customer Migration to Mobile The contact center industry contains about a quarter of a million acronyms. If you have been working in the space, you are likely tired of reading, talking, and hearing about IVR, ACD, WFM, CTI, and endless other three letter acronyms. That said we have a new three letter technology gaining […]
Read MoreMar 19 2016 Driving Return On Investment From Support Services
Traditional Support Services Fail to Add Value We all have maintenance agreements with our vendors, and when we signed the contract the table listing the response time is likely the only service level agreement that we review. The hardware, software, and solutions from your vendors that support your contact center agents and self-service channels act […]
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