Keep The Creativity Coming!

In business, especially in the contact center space, it’s easy for teams to keep doing business as usual once they learn what works.  A good contact center knows their customers, all the ins and outs of their proprietary technology, and has developed an array of standardized strategies for handling challenges. However, when the ultimate desire … Continued


Key Takeaways from Deloitte Global Contact Center Study

Global businesses are utilizing contact centers to enhance the customer experience in increasingly complex ways. Customer choice is behind the wheel, driving contact centers towards greater emphasis on consumer needs and preferences. Deloitte’s Global Contact Center Survey provides insights from over 450 contact centers, shedding light on how business is changing for the better.   … Continued


The Curious Case of Carter Wilkerson

Late last year, 16-year old Carter Wilkerson hopped on Twitter to ask a seemingly innocuous question to fast-food titan Wendy’s: how many retweets would it take to earn him a year’s supply of free chicken nuggets? Playfully, the restaurant’s social media team immediately jumped on the opportunity, tasking the teen with reaching 18 million retweets … Continued


Marketing and Sales, They Go Hand in Hand

It is certainly logical to expand your contact center capabilities to light a fire during a new sales campaign. It also makes sense, in the customer-centric world we live in, to be prepared with extra support for customer service agents tasked with putting fires out. But in the hustle to provide additional support for a … Continued


What Is a Data-Driven Marketing Strategy?

Mixpanel CEO Suhail Doshi was once quoted as saying “Most of the world will make decisions by either guessing or using their gut. They will either be lucky or wrong.” We can apply this quote to the customer service space where many companies are still using outdated and ineffective strategies that aren’t backed by supportive … Continued


Tips For Building Trust With Your Customers

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.”— Zig Ziglar I’ll never forget the time that I received an account statement in the mail from a company, and noticed a discrepancy in its billing policy. The company had made a rate adjustment, and failed to … Continued


What Happens After You Outsource Content?

Outsourcing a major part of your business like your contact center is a big undertaking. You will experience a big shift in the way your company operates, and possibly in your day to day schedule. So it’s important to have a roadmap planned to guide you through the process and make sure everything goes according … Continued


Social Customer Service in the Contact Center: 7 Best Practices

A formal customer service social media group could be a boon to your contact center. It could be tasked with developing an efficient strategy to manage channels like Facebook and Twitter—to benefit customers and the business. Assign members to the group who are socially savvy. For the uninitiated, social media can be intimidating, so give … Continued


How to Optimize Your Multichannel Contact Center

In response to customer demand, you’ve built multichannel support into your contact center. While the technology available today likely got you there easily enough, best practices for optimizing your multichannel service strategy have probably not been as easy to pin down. Perhaps you’ve experienced trouble trying to link channels for reporting purposes, or train customer … Continued


Read This Before Launching a New Channel!

Consumers are reaching out to contact centers today not just by phone, but using email, chat and social—to name a few avenues. How can your business derive revenue from tapping into these communications channels? That’s the question each organization’s decision makers must ponder before modernizing. Start where you are. Are you a phone-only call center? … Continued