• Preparing for the Next Wave of the Mobile Revolution

    Even before the recent introduction of the new iPhone5s, smartphone penetration had already crossed a historic tipping point. As of June, three-quarters of all U.S. cell phone users were carrying smartphones – that’s nearly 75 percent of the U.S. population, and that number is growing daily. The more ways consumers use their smartphones, the more services they will expect...

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  • Best Practices for Social Media Use in the Call Center

    Over the years, call center agents have quickly moved from simple telephone solutions to e-mail, Web chat and more, and now, social media is becoming the latest go-to method of communication for consumers. In fact, it’s estimated that within five years, product-based social media interactions will be equivalent to that of phone interactions, according to DMG Consulting, with 70...

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  • Leveraging Smartphones Leads to Service Success

    Every company has a product and a brand, and every person heading that brand is trying to revolutionize the service they offer to knock you out of the game. Clearly, this packs on the pressure for business managers and decision makers to think outside of the box to come up with creative new ways to market toward their client...

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  • Leveraging Smartphone Purchases and Searches for Improved Customer Service

    At its core, the cloud contact center is an inherently Internet-based service (after all, that is where the cloud exists). You’ve done a great job of ditching legacy hardware and moving everything to the cloud. You certainly deserve a pat on the back for making this move; however, a cloud-based facility should also be providing its clients with Internet-based...

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  • Utilizing Common Smartphone Features to Inform Contact Center Clients

    In running a contact center, it is important to realize how customers most frequently utilize their time. By knowing how the customer lives, the organization can more effectively reach out and connect to the customers that they serve. One interaction that cannot be ignored is using the “contact center” that the customer has at their immediate disposal—their smartphone. In...

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  • The Importance of Tailoring Cross-Platform Consistency

    For years, enterprises been abandoning the traditional brick and mortar setup and extending their service to include more than the telephone. Today, businesses exist across multiple channels and can provide multiple experiences. Now, the many unique faces of a business – brick and mortar, telephone, Internet and mobile – can co-exist. The importance of all of these platforms seamlessly...

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  • What Do You Do When Your Client Base Explodes?

    If your only problem is figuring out how to support your exploding client base, then you don’t necessarily have any problems at all. It’s certainly a blessing to be able to say that you’re having trouble keeping up with your expanding number of customers – especially given today’s still stabilizing economy. But that doesn’t mean that it’s not a...

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  • Best Practices for Gauging Employee Engagement

    Every company wants to know whether its employees are helping it succeed and grow. In particular, evaluating the sales and service staff—those who are the face of the company and are intimately involved in growing the bottom line—is a priority.  Surveys have shown that employees who are fully engaged are more likely to be committed to achieving company goals....

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  • Is Your Company’s Mobile App a Distraction?

    We’ve all seen it at one point or another; the mother at the nail salon who hastily hands over her iPhone to appease a nagging toddler or the father who casually passes a tablet to his car seat-aged child while he or she wails in the backseat. It seems as though today’s parenting strategies have progressively shifted from less...

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