Baby Boomers, Text Messaging and Your Business
Born between 1946 and 1964, Baby Boomers are one of the largest, most influential demographics in American history – simply put, they’re a force to be reckoned with. If you think Baby Boomers are technology averse, you’re dead wrong. More importantly, if you’ve assumed Baby Boomers wouldn’t want to text your company, you’re likely leaving […]
Join OneReach As We Host Tomorrow’s #ICMIchat!
Mark your calendars! OneReach is hosting its second #ICMIchat tomorrow. Sept. 23! In this chat, we’ll be talking about what’s next for self-service in the contact center industry. The chats start each Tuesday at 1 p.m. ET (11 a.m. MST).
Gamification: When Employees Win, Customers Win Too
The exact definition of gamification is up in the air, but according to Gartner analyst Brian Burke, gamification is “the use of game mechanics and experience design to digitally engage and motivate people to achieve their goals.” In the business world, gamification uses elements like leaderboards, badges, levels and rewards to encourage specific employee behaviors. […]
Join OneReach As We Host Next Week’s #ICMIchat!
Mark your calendars! OneReach will be guest hosting two #ICMIchats in September! The first chat is coming up next Tuesday, Sept. 2, and will talk about providing and managing self-service in the contact center. The second OneReach chat will take place three weeks later on Sept. 23 (subject TBD!) The conferences kick off each Tuesday […]
A Beginner’s Guide to Contact Center Terminology
Learning contact center terminology is like learning a new language: there are a lot of basic terms you need to master to carry out a conversation. That can be pretty tough to do if you’re mixing up your KPIs and APIs, but luckily, OneReach has got your back. Here are definitions to some of the […]
[SUMMARY]–2014 Gartner CX Summit
The 2014 Gartner Customer 360 Summit delivered quite a bit of insightful material this year, all geared toward improving customer experience processes and business strategy. Want to know what true customer experience and effective management are? Answers and notable takeaways from the Summit below.
This Just In! OneReach and Twilio collaborate on SMS
Have you heard? OneReach is back in the news with Twilio after they used our visual design tool to create a toll-free SMS system. Businesses can now contact customers using SMS with existing or new Twilio toll-free numbers. Customers have the option to text or call numbers and can also switch between the two, something […]
Can I Text Your Call Center?
Immediately reduce your call center cost by 25% and increase customer satisfaction by 65% According to a recent Forrester and Oracle report, the cost of the average phone call is increasing each year, up to $6 – 20 per call in 2012. While automated IVR solutions can significantly lower that cost, 93% of them actually […]
Can I Text Your Call Center?
Immediately reduce your call center cost by 25% and increase customer satisfaction by 65% According to a recent Forrester and Oracle report, the cost of the average phone call is increasing each year, up to $6 – 20 per call in 2012. While automated IVR solutions can significantly lower that cost, 93% of them actually […]
Paul Spiegleman on “How healthcare practices need to thrive not just survive”
Recently, OneReach Health was lucky enough to talk with Paul Spiegleman, author of Patients Come Second. We discussed how practices can become far more efficient, increase their online ratings and improve employee culture. Q – Healthcare is relatively a high-tech space as it relates to technology the doctors and hospitals use for surgery, but […]