Blog

Mar 08 2017 Here’s How You Screw Up Proactive Customer Engagement

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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 […]

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Mar 06 2017 The Veterans Administration Has Given Us Another Lesson In Bad Customer Service

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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 […]

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Feb 23 2017 Is Your Contact Center IVR Not Delivering The ROI You Expected?

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Stop me if you’ve heard this one before. A manager named Molly has been putting on a big show of the significant investments she’s making in her contact center’s IVR and agent systems. She states with a glint of triumph in her eye, “We’re going to save money, and we have automation to thank for it!” But behind […]

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Dec 10 2016 “Pound Zero For An Agent” Syndrome Is Robing Your Contact Center

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Achieving Cost Reduction Goal For years most contact centers have made significant investments into their IVR’s and agent systems. But if those companies would be honest they’d tell you they still have not come close to realizing the ROI they were expecting, and many suggesting customer service and contact center costs are worse. I believe […]

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Sep 25 2016 IVR – Take III – Will You Get It Right This Time?

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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 […]

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