• Four Ways You Can ‘Wow’ Your Mobile Customer

    Look at the many things your customers can do with their smartphone today – from playing their favorite music to buying an item online that they’re looking at in a storefront window to downloading one of 100,000 amazing apps, the power of smartphones is pretty amazing. If you’re running a telemarketing firm, need to be pretty amazing too, or...

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  • The Difference between Mobile and Web Engagement

    When looking to create engaging mobile experiences with customers, it’s important to remember that the mobile and Web experience are not identical. Mobile un-tethers customers from a single location or device; they can be in their living room on their laptop one day, at a restaurant talking on their smartphone the next, and then using a store kiosk another...

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  • The Effects of BYOD on Your Mobile Strategy

    One of the hottest mobile trends today is BYOD, or Bring Your Own Device. Gartner defines BYOD as “a disruptive phenomenon where employees bring non-company technology into the organization and demand to be connected to everything without proper accountability or oversight.” This includes smartphones, laptops and tablets.   Today, it’s likely that each member of your staff owns at...

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  • Four Trends to Prepare for with the Rise of Mobile Apps

    Smartphones are one of the great inventions of the new millennium; however, despite their popularity, many functions are still in their infancy while new ones are being launched daily. Getting them wrong could cause customer satisfaction to fizzle instead of sizzle. Here are four precautions to take when offering mobile apps:   Be prepared to scale up. Unleashing the...

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  • Simple Holiday Mobile Engagement Ideas For Every Call Center

    Black Friday – otherwise known as the Holy Grail of holiday shopping – is in less than one month, and there are barely two months until Dec. 25. This holiday season is slated to be one of the shortest thanks to the time of the year with which Thanksgiving falls, putting a major squeeze on retailers and service facilities...

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  • Predictive Analytics Finds Strong Pulse in the Insurance Sector

    New research is now revealing the strong place that predictive analytics technology has in the insurance industry. In its all-new “2013 Insurance Predictive Modeling Survey,” Earnix reveals that predictive modeling and analytics play a key role in helping insurers learn more from the experience of their counterparts and how the technology is used more generally throughout the industry.  ...

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  • Social Media Analytics in the Call Center

    For call center agents, approaching consumers on Twitter can be an intimidating proposition. On the one hand, it seems simple enough to send a tweet and respond to a mention of your brand. But, how do you know if the issue is something that needs to be added to your call center queue? Enter social media analytics: a new...

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  • How Does Your Brand Connect to Customers?

    In the age of Google, it takes just the click of a mouse to discover the best price for every product and the best and worst reviews of everything you could imagine to purchase. For businesses and brands in the call center space and beyond, the only way to be differentiated is to offer the best possible products and...

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  • What Will Multi-channel Customer Service Look Like in 2014?

    As a modern call center manager, the future seems to be coming at you faster than ever; it can be difficult to predict which upcoming trends will be widely adopted as the call center solutions of tomorrow. Let’s take a look at a few of the multi-channel options that customers will be continuing to utilize (and utilize in new...

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