Tagged: consumer power

Why Customer Analytics is the Key to a Better Customer Experience

By Todd Marthaler, Contact Center Analytics Consultant, Calabrio

Your customers have more power than ever. With smartphone in hand, consumers expect anytime, anywhere access to your business. Whether they’re reaching out via a mobile app, your website, the phone or in person, your customers want a consistent, effortless experience every time. And if they don’t get this, consumers are more willing – and more able – than ever to switch.

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I Went To Dreamforce for the First Time and Now I’m a Consumer of New Brands

By Gabrielle Targosz, Corporate Communications Specialist

If there is one time a year you can define “success” as a combination of self-diagnosed exhaustion with completely mind blowing experiences, it would be after attending Dreamforce 2016. As a first timer at Dreamforce, the must-attend tech conference of the year hosted by our partner Salesforce, I already can’t wait for this again next year. I must say, I’ve learned a lot, networked with industry gurus, saw more swag giveaways than ever before, and I’ll definitely be back next time.

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It’s National Customer Service Week, And You Are in the Age of the Customer

By Sabine Winterkamp, Senior Director of Marketing EMEA

At times, customer service can be a tough industry to be in. An agent can potentially listen to complaints all day, while acting calm and understanding.

Big e-commerce companies, such as Amazon, have raised the bar for customer service expectations. Everyone else is playing catch-up to keep up with these expectations. And when you are a representative on the other side it can be tough to handle a positive customer service situation if you aren’t given the right tools to succeed.

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Modernizing Your Contact Center Through Customer Journey Management

By Mayur Anadkat, VP Product Marketing

We have all had the following experience: You call into a customer service line and an interactive voice response (IVR) guides you through options such as billing, customer support, or technical support by pressing numbers on a keypad. Once you’ve picked through the available options, the IVR then asks you for your name, your account number, and your social security number.

[Long pause]

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Evolution of the Modern Consumer

By Mayur Anadkat, VP of Product Marketing

There’s no doubt the internet has completely changed the way today’s modern consumer does business with a company. Before the internet, the only way a customer was able to reach a business was to pick up their landline phone, dial a 1-800 number, and wait their turn in line for an agent to pick up. What if there was no answer, or a busy signal? The customer had to try again on another day and hope an agent would pick up then. Whether the transaction was big or small, they all came through the same channel, a telephone.

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Has Pokemon Go Cracked the Code on Customer Engagement?

By Sean Head, Product Marketing Manager

The reach of Pokemon Go extends beyond being just a mobile game for kids and teens. Middle-aged adults play it, Millennials play it, and based on the numbers there is a good chance that you play it too. As the digital experience that went mainstream in a few short days, Pokemon Go is by far the most addictive game being played today and the one almost everyone is talking about.

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