May 25 2017 ACE 2016: Customer Service Texting Is Getting Real
I spent last week in Las Vegas at Aspect’s annual ACE conference. Of course, today I’ll only be discussing the conference here. Because, as we all know, everything else “stays in Vegas.” But I will say I got enough time to place third in a poker tournament. I digress. Customer service via messaging applications was […]
Read MoreMay 20 2017 The 3 Most Common Contact Center Automation ROI Myths
We’ve all seen them – those sales presentations stuffed with graphs, spreadsheets and charts that portend that all you need to do is sign a contract, and you’ll ascend to great heights as the financial savings hero within your company. Now I’ll ask the rhetorical question, “Have those promised savings ever really been found?” I […]
Read MoreMar 31 2017 Are Your Customer Contact Solutions Mobile-Ready?
It seems like the numbers are finally confirming what we’ve known to be true for some time… “The Centers for Disease Control and Prevention has been tracking phone use for a decade and the number of households only using cellphones had been rising by about 5 percentage points each year. Lately, the increases have been […]
Read MoreMar 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 MoreFeb 28 2017 Need A Lesson In Reducing Customer Effort? Look No Further Than Panera Bread
Before I try to convince you to look at Panera Bread as a shining example of how to make the lives of your customers easier, let’s address the elephant in the room. I am not a bread bowl-wielding stock owner trying to subliminally push you toward enjoying all of your meals at Panera Bread. Nor is Panera Bread […]
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