Contact Centers
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Contact Centers
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Does your Contact Center need a Director of Digital Media?
With immersive environments poised to bring a whole new level of interactions possible to the contact center, will it be required that enterprises include Digital Arts, Sound or Film Production Professional Services as part of the skills behind their customer service experience?...more
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It's never easy to watch a product ride off into the sunset, particularly when it's one you've come to trust like Octel®. For many users, Octel applications and interfaces have become an industry standard and for some it's the only interface they've ever used....more
It's no surprise that Direct Marketing response rates have dropped to a historic low with success rates in the low single digits. And further - that marketing organizations are becoming increasingly focused on Inbound Marketing (credit HubSpot for creating this term) which are a source of much higher response rates....more
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Back in the year 2000, Malcolm Gladwell published his landmark book called The Tipping Point. And little did he know 9 years later he would have set the stage for how many Contact Centers handle Social Media?...more
Use Social Media to Spot Issues Before They Hit the Contact Center!
Firey laptop batteries, defective chips, tainted foods, toothpaste that stains teeth - these are just some real examples of issues that struck companies recently that might have been headed off at the pass by Social Media....more
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Imagine checking in at an airline counter and the agent tells you that you're prohibited from taking your bags, your wallet or any form of identification with you on the flight. All of those items must be checked at the counter and they will fly separately....more
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Recently I had the great honor to work with a team of experts brought together to work on a problem that has an effect on anyone who owns, works for or does business with an enterprise-style organization. It was one of those all-too-rare opportunities to step out of the competitive posture and work with experts representing companies--both competitors and partners, on a problem the impacts many....more
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An obvious win for companies looking to jump into Social Media is in the Customer Support area. As more and more customers voice their opinions online, the choice is not if you should be responding using Social Media, but when are you going to start responding....more
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