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 MoreI have a question: Why don’t more companies recognize me when I call? Identification is the first key to a successful interaction. Yet, I keep getting asked the same thing every time I call in: “Can I get your account number?” I rarely remember my account number, so this process is inevitably painful and time-consuming. […]
Read MoreToday’s consumers are well-informed, connected and know what they expect from their interactions with businesses. Not only that, their interactions are electronic, and their loyalty to a brand or business is difficult to hold. Their expectation of instant satisfaction leaves little room for poor performing systems and applications. That means more than ever, transactional success […]
Read More(Photo: Brendan Keefe, WXIA-TV via USA TODAY) Next Generation 911 holds promise as the next evolution of emergency services technology for North America. It supports multimedia, a single, consolidated method of communication, and interoperability at a regional, state, and nationwide level utilizing a robust emergency services network. The latest appeal to Congress by the Chairman […]
Read MoreI frequently attend the customer service trade shows and themes typically involve education on emerging technologies not yet widely adopted. For example, this year I attended several shows that focused on support for social media platforms like Facebook Messenger or Twitter. Prior to this rising trend in customer service for social media, web and text chat […]
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