Aug 05 2017 Is The IVR Dead Or Alive?
I 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 […]
Read MoreJul 27 2017 Texting Has Become The Channel Of Choice
We all read the statistics – we might even question their validity – but study after study after study continues to repeat the concept that the world has gone mobile. I recently conducted a personal study and attempted to engage 25 utilities in a mobile self-service test. I found the customer care number and via […]
Read MoreJul 17 2017 Yes, Voice Communication Still Has Its Place
Is voice communication dead? I was pondering that very question last week while sitting on the beach watching my kids texting and playing on Instagram with their friends, instead of frolicking in the waves. Yeah, sure, they would get up periodically to cool off in the surf; but they spent most of the time texting […]
Read MoreJun 02 2017 Facebook Messenger For Customer Service: Should You Buy Into The Hype?
Like a few of my other colleagues, I had the opportunity to attend the recent Aspect ACE conference in Las Vegas. The primary focus of the event revolved around discussion on Facebook and Interactive Text Response, and Aspect would not sit on an island promoting the upside of jumping on the Facebook wagon. The Harvard Business […]
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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