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 MoreFeb 26 2017 Your Outbound Message Broadcast System Must Have These 3 Features
As I’ve mentioned before, in addition to being the CTO here at MicroAutomation, I’m also a father of four. On the one hand, this means my life is very rewarding. On the other, my life is… very full. Yes, “full” is a good word for it. There never seem to be enough hours in a […]
Read MoreFeb 19 2017 Your Business Should Care About The “Do Not Call” Registry, And Here’s Why
Does your company or organization engage in any “proactive” outreach strategies to potential or existing customers? If the answer is yes, this blog is for you, because you need to know where you stand with federal and state “do not call” (and other affiliated) rules. But since there is a lot of ground I can cover with this subject, I am limiting my discussion […]
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