Mobile Phones Aren’t Even Phones Anymore

This guest post is written by Olga Grigorenko, a freelance writer for Fueled. We can all remember the days when we memorized our friends’ numbers, carefully recorded new contacts in address books, and coquettishly wrote down our digits on party napkins. Telephones were lifelines and phone calls were indispensable. But then mobile phones happened, and our […]

Year End Review: Customer Service Trends in 2015 and Beyond

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.” This year, that couldn’t be further from the truth. That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM […]

Weekly Review: 12/18 Edition

Happy Friday! Here’s our five picks for the best customer service, customer experience and mobile articles of the week, in no particular order.

Weekly Review: 12/11 Edition

Happy Friday! Here’s our five picks for the best customer service, customer experience and mobile articles of the last week or so, in no particular order.

Contact Centers Will Go Digital By 2017

Contact centers need to get ready to get digital. According to the 2015 Global Contact Centre Benchmarking Report by Dimension Data, digital interaction will outpace voice interaction within the next two years. Digital interactions currently comprise 35% of customer interactions: this includes IVR, text messaging, mobile applications, social media, websites, and more. This is in line […]

Self-Service: The Next Channel You Can’t Ignore

Self-service has been around for generations, from the advent of personal shopping in grocery stores to the global presence of ATMs. But it was really in the last quarter century that self-service hit its stride, thanks to the rise of the Internet. Customers can solve their own problems or answer their own questions thanks to […]

8 Important Text Trends of 2014 (and Beyond)

In December 1992, 22-year-old Neil Papworth sent the first ever text message, appropriately saying “Merry Christmas.” Papworth and coworkers had originally conceived text messaging as an internal communication tool, but providers soon found a way to monetize texting with paid messaging plans. Teens and young adults were the first to adopt the technology in the […]

Year End Review: Customer Service in 2014

When you think of customer service in 2014, chances are the first thing your mind jumps to is the horrific Comcast service call. But 2014 was actually a great year for customer service: omnichannel service picked up steam, customers had more ways to solve problems than ever, and contact centers started implementing new, useful channels.