The electric telephone came about in 1876 and until recently, it was a business’s primary means of long distance communication with its customers. That was before Facebook, Twitter, and smart phones that put constant Internet access into the public’s hands (literally).
Providing excellent customer service has never been easy, but it used to be somewhat simpler. Once a matter of answering telephones and reviewing complaint forms, customer service has evolved into something that must be continually monitored on countless fronts. The Internet has changed everything–and when we say everything, we mean everything.
Customers Want Results Now Continue reading
What happens when two headsets from different sides of the track engage in a heated battle? In the very near future, two contact center headsets will go head-to-head. One operating in a cloud contact center, the other in an on-premise solution environment — see who comes out on top.
Watch the exclusive sneak peek trailer:
Peter Bernstein of TMCnet and Lance Fried of Five9 discuss the difference between listening and hearing when it comes to customers on social media. Bernstein and Fried also examine how getting rid of social spam is key for social customer care efficiency, KPIs, and SLAs.
The weather conditions this winter have caused airlines to delay thousands of flights, and as a result, their contact centers experienced a huge influx of calls. Additionally, many airline customer service agents could not physically get to work due to the weather. A shortage of agents combined with increased call volumes resulted in unbearably long wait times and horrible customer experiences. Continue reading
Valentine’s Day can be stressful, but staying in a relationship that should have ended long ago makes it even worse. With this in mind, here are five reasons why you should break up with your on premise contact center provider today. Continue reading
If you missed last weeks post, which includes reasons 1-5, you can read it here.
You’ve probably heard a lot about the benefits of cloud computing. But how does it apply to your contact center? There are a variety of reasons why more companies today than ever before are deciding to toss out their complex, expensive, on-premise contact center systems and move to the cloud. Continue reading
You’ve probably heard a lot about the benefits of cloud computing. But how does it apply to your contact center? There are a variety of reasons why more companies today than ever before are deciding to toss out their complex, expensive, on-premise contact center systems and move to the cloud. Here are ten of the most popular: Continue reading
Customer experience has been evolving for generations, and 2013 saw rapid acceleration towards a truly customer driven world.
“The customer is always right” saying dates back as far as 1908 when French hotelier César Ritz was credited with stating ‘Le client n’a jamais tort’ or ‘the customer is never wrong.’ The motto was popularized in the early 20th century by department stores such as Marshall Field’s and Selfridges. The original idea was to encourage staff to behave as though the customer was special, and always correct, even if they were not. Continue reading
A version of this post was originally published on WIRED Innovation Insights. View the original full-length version here.
In looking at customer care, one reoccurring theme is social and the need for “the normalization of social.” In general, social as a customer care channel will become much more commonplace. C-level executives are keen to leverage existing infrastructure, common metrics and incentive programs that have a proven track record. Below are four key areas that will be top priorities in social customer care in 2014:
Overloaded marketing departments will force the issue of social customer care Continue reading
Positec, a manufacturer of power tools for homes and commercial applications, achieves greater customer service flexibility and cuts hold times in half by using a cloud-based service to manage its call center.