When companies review their customer service levels, they typically rely on data from traditional telephone channels. However, as the Internet Generation reaches maturity and preceding generations adopt the technologies that the Internet Generation grew up using, consumers are expecting companies to offer methods of support other than standard contact center numbers. Competitive companies are adapting [...]
In my seminar series (from a marketing perspective), one of my main arguments is that you can’t ignore the proliferation of tools people use to find information and communicate in this brave new technology world. So I advocate that people think very carefully about which online tools to utilize (and believe me, you need to [...]
Since the economy continues to flounder, many companies are forced to find new ways to cut costs. At the same time, they want to maintain enough talent to be in a position to take advantage of the economic recovery when it comes. Correctly managing the company contact center is a key piece of the business [...]
According to Michael LeBoeuf, Ph.D., author of How to Win Customers and Keep them for Life, 68% of customers are lost due to indifference. Indifferent customers are a result of pure neglect. He goes on to say the that the biggest secret in business is that success is not determined by dollars, facts or [...]
Improving Corporate Communications (Tips to Implement at Your Contact Center)
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