• Are You Getting the Most Out of Your Company’s Website?

    Imagine that one of your customers is surfing his or her favorite social network in search of a certain product. The customer is following a well-known retailer to see if there’s a deal on that sweater or is scouring a Facebook fan page to see if there’s a sale for followers only. Now imagine helping this customer by simply...

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  • Where’s Your Voice? Speak Up!

    Don’t deny it: any day when you get a new package in the mail is secretly one of your most anticipated. Getting something new makes us feel special; it gives us something to look forward to for that seven to 10 business days, which we think of as a sort of “no man’s land” during the product’s journey to...

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  • The Emergence of the Social Call Center

    Picture this: your call agent thinks that a customer is offering his or her complete, undivided attention. In reality, however, the customer is only partially listening. That’s because he or she is on Facebook and Twitter, sending a text message, checking out your company on LinkedIn and sending e-mail – all while trying to grab a bite to eat...

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  • 15 Need-to-Know Stats for Enhancing Your Contact Center Strategy

    Today, companies cannot afford to ignore social media. It is nearly everywhere and used by nearly everyone. Although customers can – and do – use these social platforms to successfully promote their purchases and rave about your company for all to see, it is also a place for customers to vent their frustrations, which could negatively impact business. How...

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  • Best Practices for Engaging Your Customers on Twitter

    Twitter was declared the world’s fastest-growing social platform according to a recent infographic from Media Bistro. In fact, the site reportedly added 40 percent more active users between Q2 and Q4 of last year. It seems pretty clear that this platform is one you should be leveraging to establish responsive customer connections and communications in real-time to position your...

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  • Key Reasons to Engage Your Customers on Facebook

    Did you know that if Facebook were a country it would be the third largest country in the world? With more than one billion users on Facebook as of 2013, it is incredible to see how much the social network has grown since its launch in 2004. What does the rise of Facebook mean for marketers like you? The...

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  • It’s Official: More People Have Access to a Mobile Phone than Toilets in the World

    A recent UN study addresses a shocking statistic: more people today have access to cell phones than toilets. Out of the world’s seven billion people, six billion have access to mobile devices and only 4.5 billion of the world’s total population has access to toilets. India, responsible for 60 percent of the global population, is comprised of 1.2 billion...

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  • There are 127 Reasons Why Your Call Center Needs Mobile Apps

    Portio Research estimated this year that 1.2 billion people worldwide were using mobile apps as of December 2012. And amazingly, this figure is projected to grow at a CAGR of almost 30 percent to eventually reach 4.4 billion mobile app users by the end of 2017. These numbers are also supported by new research from eMarketer revealing that not...

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  • How to Turn Prospects into Friends…and then Loyal Customers

    Here’s a fairly simple question: what makes you want to be friends with someone? Is it his or her selfless attitude, how he or she silently sits and listens to your problems or how that individual has the uncanny ability to always give you incredible advice? A friend is someone who you feel attached to because you believe that...

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