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, […]

ICYMI: 5 Reasons Why Call Centers Should Care About Texting

It may be hard to believe, but as of this year, there are more cell phones in the world than people. That means more texting, more calling, and more web browsing than ever before. Phones are no longer just being used to call; they’re being used for everything. With the world is becoming increasingly digital, […]

Is Your Company Making These Web Chat Mistakes?

These days it is pretty common to find a live chat option when it comes to customer support. In theory, the idea is great and has clear advantages over traditional methods of phone support. One, it’s more efficient– customer service reps can provide support for multiple people at a time. Great! Two, Call center employees […]

Kramer’s Phone Tree

Hilarious! Watch George Costanza’s face – is this the face your customer’s have when calling your phone system? Let’s hope not.

No Agents Available! – When Web Chat Fails

Have you ever visited a company’s website and needed to talk to someone about their product or service and noticed they have a “chat now” button but when you clicked it you got a “No Agents Available Please try again later” message? Frustrating isn’t it? Not to mention the loss of a good opportunity for […]

I Hate Phone Trees

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