• Five Things Your Mobile Service Plan Should Bring to the Table

    For every service organization, the ability to have call center software that addresses mobile needs is paramount. When you consider that 58 percent of all U.S. consumers own a smartphone and over 1.2 billion people currently access the Internet through a mobile device, the need to keep mobility top-of-mind in the call center space cannot be overemphasized. Let’s take...

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  • 10 Reasons to Convince Your CEO to Ramp Up Mobile Service in 2014

    Who’s going to tell the boss? When it comes to convincing CEOs to make changes in their overall strategies, you’re going to need some hard data to back up your claims. When it comes to call center software and the need to improve mobile service, there are a number of statistics that will be quote convincing to any boss....

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  • Can You Afford Not to Have a Mobile Customer Service Strategy in Place?

    Out at movie theatres or while at home watching television, people like to sit back and see stories unfold on the biggest screen possible; IMAX, 3D, big-screen TV, HD – you name it. When it comes to the interactive computing experience, however, people like to use a device that can fit in their pocket (or on their wrist, even,...

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  • Maximizing Multi-channel Opportunities in your Call Center

    The call center industry is young, having cut its teeth in the 1980s, but it has nonetheless grown rapidly. What started out as a single-channel department has, over the years, transitioned to a multi-channel operation with at least seven different functions, including e-mail, IVR, voice, chat, text, video and Web. But, as our service offerings become more and more...

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  • ‘Watching’ Out for New Social Service Tactics

    There are still some people who are skeptical about the effectiveness of the power of social networking for businesses. A recent Facebook campaign by Swiss watchmaker Breguet, though, not only did great work towards promoting the company’s unique partnership with the Great Mountains International Music Festival, but it provided an excellent point about the kind of stellar service and...

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  • Your Customers Give You Plenty of Data: Are You Using It?

    Jack has the same problem every time he dials into a customer contact center. Since he struggles to speak English, he can’t always understand the customer representative or automated list being offered. Oftentimes, as a result, he finds himself hanging up or being connected to the wrong department. Needless to say, it’s an incredibly frustrating experience. So, imagine how...

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  • The Rise of Social Video and Its Benefits to Contact Center Leaders

    Recently, people have begun to watch more videos via social platforms than on a stand-alone video player. While this may seem to speak only to the popularity of social networks among consumers, it should also speak to the leaders of contact centers and the general call center software market. According to a study by Morgan Stanley, the frequency with...

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  • Connecting Customers Worldwide with a Multi-channel Vision

    Earlier this year, German men’s retailer Hugo Boss held a 20th anniversary event in London and, in doing so, opened the digital doors wide to invite the rest of the world. Called Red Never Follows, the luxury retailer turned a single-location event—which featured work by 20 different artists and brought in 60,000 people—into a global event attracting 10 times...

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  • Luxury Retailer Harrods Proves that Tablet Consumers Can be Easily Engaged

    Tablets have triggered a paradigm shift in how we interact with customers today. They have not only opened the door for easier engagement, but making room for customer interactions to be more intimate, as well. Consider the insurance agent writing an estimate in the field, the sales rep giving a one-on-one presentation or the retail clerk helping a customer locate...

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