Email and Voicemail Are in Hospice
Remember when TV used to only be on television? Remember that “Can you hear me now” TV commercial for Verizon? Would you say that the new version of “Can you hear me now” is “Did you get my email?” or “Did you get my voicemail?” I wouldn’t – quite simply because everyone sends text messages–and […]
The Next Big Bet in Business-Customer Communications
The International Customer Management Institute (ICMI) recently conducted a poll revealing that 79% of companies believe customers want SMS/text support. Turns out they’re right. The New York Times published that at least one in three texters would rather text than talk. With statistics like those, you’d be smart to bet a million dollars that most […]
Measure Like Galileo: 5 Steps to Effective Contact Center Metrics
The scientist Galileo is credited with saying, “Measure what is measurable, and make measurable what is not so.” Many contact centers are great at this, or at least the first part of this. They love to measure, measure, measure. And yes, metrics have been created for pretty much everything, from average handle time to transfer […]
Call Me Maybe: A Millennial Perspective on the Decline of Voicemail
The New York Times recently reported that millennials are using voicemail less (in other news, water is wet). What’s really interesting about the article is that it pins the decline of voicemail squarely on Gen Y: “Teenagers are texting more…and calling far less on their cellphones than they used to. Those who make daily landline […]
Enhance the Customer Experience, Tame the Robots
In a noble effort to cut costs, many businesses use interactive voice response (IVR) systems at contact centers. While this does lower contact center costs by reducing real-agent answer time, it also reduces customer satisfaction by a whopping 93% overall.
5 Customer Expectations Every Contact Center Should Know
Customer expectations are constantly changing, but here’s five that you can count on.
Top 5 Things that Make or Break You in Any Industry
It doesn’t matter if your business is flowers, transportation, IT consulting or anything else—certain qualities are crucial to your customer service success. Customer satisfaction can make or break a company. As we all know, happy clients will tell their friends about their experiences…and unhappy clients will tell even more! With that in mind, there are […]
The Benefits of Text-Based Tech Support
If your company is one of the many now opting to provide tech support through text, you may be anxious about implementing this new technology. There is good news, however. First of all, integrating text is likely way more simple and straightforward than you think (as you can read about here). Secondly, the benefits of […]
Why Will Customer Service Executives Be More Important In The Future?
Customer service managers and executives will have even more responsibility in the near future…whether they like it or not. Tasked with managing a company’s primary point of contact, they must stay one step ahead of communication trends. In today’s world of multiplying channels and customer channel affinity, offering customers different ways of communicating can be […]
I’m Excited to Enable SMS In My Call Center, But Should It Integrate With Other Channels?
The International Customer Management Institute (ICMI) conducted a poll showing that 79% of companies believe customers want SMS/text support. Text messaging is probably the most exciting new low- tech innovation hitting call centers this year. Many experts and business managers are recognizing the potential power in SMS as a channel for communicating with customers. However, […]