Blog

Oct 21 2017 It’s Time To Embrace Nontraditional Workstations

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The days when people worked only at traditional workstations, seated at a desk with a computer, paper in-tray and notebook in front of them, are long gone. Increasingly, people work while they are on the go, using tablets and phones to communicate and access their data. As mobile technology becomes ever more ubiquitous, the trend […]

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Oct 19 2017 If You’re Using CSAT To Measure Customer Satisfaction, It’s Time For Change

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As we’ve discussed in the past, there is a measurable difference between what companies think of the service they’re delivering, vs. what their customers think of that same service. We call this the perception gap, in which 80 percent of businesses ranked their service delivery highly, but only 8 percent of consumers agreed with them in their […]

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Oct 14 2017 Increase Customer Engagement With Automated Reminders

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The past several years have brought many developments in client contact automation. One that stands out is the appointment reminder. I get a phone call, email, and/or text that is reminding me of my upcoming appointment. This is great, since I have often scheduled these weeks or months in advance. Sometimes I’m given the simple […]

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Sep 17 2017 Why You (And Your Agents) Need Natural Language IVR

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Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating. In fact, many callers fail to find the […]

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Sep 13 2017 Customer Service Secret Sauce: Guiding Customers

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I recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the “gold medal.” I’ll wait.) As the text channel continues to receive a lot of attention – and it should – it presents a great opportunity […]

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