• Top Tips for Promoting Your Product Launch over Multiple Mediums

    There is much that can be learned from French jeweler Cartier’s latest campaign for the launch of its Paris Nouveau Vague collection. In fact, Cartier’s approach, which used e-mail, social videos and a branded magazine, landed it a spot in Luxury Daily’s top 10 luxury brand multi-channel marketers of Q3 2013. There were several strong points to Cartier’s strategy:...

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  • Three Luxury Brands and the Multi-channel Lessons You Can Learn From Them

    To capture today’s young, hip audience, luxury retailers know they need to be in multiple channels – and, in particular, social media, where their customers spend a good portion of their day. Recently, several luxury brands stepped outside of their traditional comfort zones to build successful multi-channel programs that included a variety of components. The result was more than...

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  • The Future of the Contact Center: Measurement, Analysis and Social Media

    Social media is arguably the most revolutionary invention for communication over the last decade. As of summer 2013, Facebook has acquired over 1.15 billion active users, Twitter has 200 million, Instagram has over 100 million active users and Pinterest 70 million. And with the rise of social media came the climb of every industry trying to figure out ways...

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  • A Look Back at This Year’s Top Performing Service Channels

    There is great emphasis being placed on having as many service channels as possible within the 21st century call center; however, some may not have every option at their fingertips if they’re being restricted by archaic technology. When it comes to manpower and the implementation of call center software, it’s important to know which service channels are top performing...

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  • New Study Shows the Dominance of Social Service Over E-mail

    As an enterprise’s online footprint grows larger and more encompassing, so do the ways in which customers interact with them. Whereas in the past, telephone and e-mail were the primary forms of communication with companies, today, social media services have taken hold as an invaluable way for company-client relationships to blossom. And, with this explosion of social media interaction,...

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  • Targeting Generations X, Y and Z with Social Call Center Software

    While there are always new communication trends popping up throughout the call center community, one option that is quickly becoming a preferred method (for young people, especially) is online service. It is important, however, not to ignore the older segment of the population as you foster the growth of this preferred channel for younger individuals. That’s because contrary to...

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  • Top British Luxury Retailer Proves the Power of Video for Customer Engagement

    Video platforms, including live video chat and video conferencing, have truly proven their value in the customer service realm. With 40 percent of people being more receptive to visuals than text, video service and engagement strategies open a huge door of opportunity for companies across every sector to take standard interactions to new, unprecedented levels. At the same time,...

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  • Linking Social Activity to Employee Engagement

    The importance of employee engagement strategies cannot be understated. After all, 80 percent of employees say they are dissatisfied in some way with their jobs (and that likely includes someone on your staff). As employee retention and empowerment is one of the key aspects of running a successful cloud contact center, it behooves any organization to think outside the...

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  • Giving Your Mobile Application Some TLC and Time

    When developing any aspect of an enterprise, one must do so thoughtfully and with great care. The goal of developing any enterprise is to do so fruitfully, leading towards a new objective or accomplishment that in turn increases profitability and strengthens the customer experience. Choosing and developing a mobile application requires this same time and thoughtfulness, requiring that many...

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