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smiling call center agent with headset

How WebRTC is Changing Contact Centers

Contact centers continue to evolve and grow in lots of different ways. One of the influencing factors in this change is the use of WebRTC. WebRTC is technology that enables use of the web browser to support chat, voice and video calls. This allows customers to start in their preferred self-service mode and easily move to real-time engagement with a click of a button and without ever leaving the browser.

agents working in call center to solve customer service challenges

Customer Experiences Making You Emotional?

The need for deeper insights into what customers really care about means not only understanding their ‘why', but also gauging their emotions.

customer self serving on different devices

What Does Customer Self-Service Mean to You?

The majority of customers are expecting self-service functionalities on most websites these days - how prepared is your organization for this shift in behavior?

Surprise! SMBs Need CRM, Too

For large corporations, customer relationship management (CRM) software is critical. These enterprises simply have far too many customers with varying needs not to keep their information organized and easily accessible.

3 Consumer Driven Changes Coming to Your Contact Center

Changes are coming to your contact centre, are you ready?

customer using mobile phone and laptop

So Much Consumer Data and Not a Clue What to Do With It—Part 2

As we discussed in part one of this series, the ability to compile and analyze big data can have a significant impact on every aspect of a business. Now that we have established the importance of the information being made available by today’s technology, it’s time to take a look at how to make sense of it all.

man in blue suit analyzing consumer data

So Much Consumer Data and Not a Clue What to Do With It—Part 1

As mobile devices, sensors, software and other technologies capture increasingly large quantities of data, businesses are beginning to encounter a whole new problem: how to turn mountains of enterprise data into actionable information that improves customer relationship management (CRM).

using phone with social media icons

Do You e-Care? The Digital Experience for Customers

Digital customer service, or e-care, is enabling companies to reduce costs and offer improved customer experiences. But what challenges do you need to overcome first?

marketers working on relationship marketing on laptops

The Evolution of Relationship Marketing

Savvy marketers must understand that businesses no longer control the conversation surrounding their brand.

woman drinking coffee while working at desk

Customer Service Experience: Is It on Your To-Do List?

Customer experience…everyone is talking about it, but what are you doing about it. If your company serves consumers, there is little doubt you will be pouring energy over the next several years into creating amazing customer service experiences.

Person holding mobile using laptop

The Digital Customer Lifecycle

The customer journey includes four customer lifecycle stages. Here's a closer look at each of these.

What Marketers Should Know About Knowledge Management: Part 5

The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.

colleagues collaborating on knowledge management

What Marketers Should Know About Knowledge Management: Part 4

If you don’t want your customers to abandon you, don’t abandon your customer before their needs are fulfilled! Your visitor or caller may have multiple related questions—not just one. While some search- and FAQ-based knowledge management and Web self-service solutions answer the first question fairly well, that’s where it ends.

business professional analyzing knowledge management trends

What Marketers Should Know About Knowledge Management: Part 3

It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner. With realities like that, brands can’t afford to drop the ball even one customer experience. One of the clear expectations today is a unified experience across channels. With so many engagement options, it can be daunting to think about ensuring that customers will feel they are having a single conversation with your company.

woman working on a laptop exposed brick

What Marketers Should Know About Knowledge Management: Part 2

Over 70% of customers prefer to self-serve to find answers on your site. Chances are, if you don’t give them that option, they will find another brand who will. However, it would be a mistake to believe that just because they start with self-service, they will end there. The key to providing a loyalty building digital customer experience is providing the right answer via the right channel at the exact moment that the customer wants it.

marketers working at office with knowledge management

What Marketers Should Know About Knowledge Management: Part 1

Let’s face it—as marketing and customer-focused professionals, the topic of Knowledge Management (KM) probably isn’t the first thing we think about each day, what gets us fired up during brainstorming sessions, or what keeps us up at night.

customer using smartphone while holding pet dog

Unconditional Customer Loyalty: Lessons from My Dog

So what does this have to do with customer loyalty? How can I compare the unconditional love of a best friend – be it canine or human – with the love of customers for a brand or product or company? Easy. It’s the same. Yes, there are different levels and intimacies involved, but – when all is said and done – to earn loyalty, to make people want to be near you and your brand and your company, be a great friend!

Prevention is Better than Cure for Reputation Management

For reputation management, here are 5 ways to prevent customer service issues.

team working in an office on customer experience digital transformation

John Doe Demands a Better Customer Experience

Customers who have to start over every time they contact your company can have a negative experience. They want a relationship with your brand. An ongoing one, with history. They know about you. They expect that you know about them. Treating everyone as John Doe is no longer acceptable. The key to success is having one consumer engagement platform that can bring all of those channels together.

man and woman browsing tablet engaging with self-service chatbot

Creating Self-Service Content Users Really Want

Brands that can deliver a great consumer experience are able to do so because they develop content around the user’s needs, not on what happens to be available. Organizations have a tendency to build out content for web self-service based on what they already have available on their website or information they have from incoming contacts to the call center. Don’t guess at what content needs to be available. Build relevant content that users are asking for.

business woman with question marks on chalk board

Customer first – real or Rhett-oric?

As the last blog of 2014, we’d like to recognise one of our US colleagues, Rhett, who shares his story on providing excellent customer service.