• Should my Contact Center Be Targeting All of the Popular Social Media Networks?

    Facebook. Twitter. Pinterest. Instagram. Vine. The list goes on. For any contact center manager who is not leveraging these social media networks for customer engagement, the inclination can be to join all of them at once – perhaps through a panic – or even just because it seems like a smart business move. The truth of the matter, though,...

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  • Why Are Customers Being Put On Social Media Hold?

    As we move deeper into the 21st century, the term “call center” is becoming less and less accurate as a way of describing the arena in which your agents are operating. Contact center is the preferred moniker, and it’s the more appropriate name, as customers are often choosing to reach out to agents via chat, text, Facebook and Twitter...

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  • Simplified Customer Surveys Could be Just What You Need to Curb Customer Defection

    A company never wants to do business wrong or fail its customers; however, at the same time, it’s important to know when it does. The reality of the matter is that every company has a misstep from time to time, and the only way to correct this is to garner constructive and actionable feedback from the parties most affected...

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  • Social Media Influences Lead Generation by 21 Percent

    As we all should be well aware of, effective customer service is no longer limited to phone calls. When it comes to using call center solutions that will not just be effective but profitable, companies should take a good hard look at the role that social media is playing in terms of customer service and call center applications. For...

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  • Eighty Percent of Shoppers Prefer Cross-Channel Communication

    The world of customer service is competitive, there’s no two ways about it. Therefore, when it comes to trying to make your call center applications as effective as possible, it’s imperative that not just one source of communication is depended on to reach clients. In fact, a new NCR poll reveals that 70 percent of retailers believe customers are...

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  • Acting on New Knowledge to Empower the Customer

    For call centers – or any enterprise that provides a product – it is imperative to remember that shipping, supplying and updating a product isn’t enough. It is important to actively deal with the consumer; to not only listen to their needs, but to actively help resolve them. One of the easiest solutions to customer complaints and criticisms is...

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  • What’s the Biggest Social Media Mistake A Company Can Make?

    When done the wrong way, social customer service can have some pretty significant setbacks. For instance, if you’re going to neglect customer tweets at your account, then you’re going to appear too busy to consider their needs. Or, if you only favorite and re-tweet posts from other high-profile brands or individuals, then you’re inevitably going to appear pretentious. Maintaining...

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  • The Double A’s of Customer Complaints: Acknowledge and Apologize

    Understanding, sympathy, empathy and compassion – these are all valuable and necessary traits for a customer service rep; however, these emotions can easily get lost while interacting with a particularly rowdy customer. Even more, today’s call center interaction is much different than that of yesteryear, where it now involves multiple lines of communication, including social, Web and mobile. To...

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  • The Importance of Mobile Engagement in Developing Customer Relations

    Increasing visibility and improving relationships is all about active engagement, which can be difficult in a world where the customer is constantly on the move. Thankfully, rapidly evolving technology has made this effort easier in this always-on, always-connected world. This is where an enterprise should practice mobile engagement, understanding that reaching out is as important, if not more, than...

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