• To Speak or Not to Speak? The Benefits of Automated Customer Service

    In daily life, consumers are often given the choice to obtain information and complete tasks without speaking to a live person. Whether you wish to find movie showtimes, change your address with the post office, or even set up an appointment with your doctor, chances are that all these tasks may be done with a few clicks or press...

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  • The Internet of Things – The Shift From Reactive to Proactive Customer Service

    In the modern age, consumers are used to smartphones and computers as devices featuring a wireless connection. However, rapid developments in technology have given rise to the Internet of Things, or IoT-when the internet is connected to physical objects, rendering them “smart objects” with the ability to sensor, process, and act upon data. While many everyday objects are already...

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  • Multichannel or Omnichannel: How Do You Best Serve Your Customers?

    Delivering effective customer service means tailoring to the needs of the customer. In this day and age, companies are poised to reach more customers than ever before with the use of multichannel strategies, which allow consumers to make transactions through the channel of their choice such as chat, SMS, or social media, to name a few. Consumers continue to...

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  • The Importance of Connected Devices in the Call Center

    Just a few years ago, a connected device seemed to refer to when something was plugged into the wall. Today, it’s difficult to keep track of all the different ways that devices can connect to one another. From desktops to laptops and smartphones to tablets, it is predicted that 15 billion digital devices will be connected by 2020. This...

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  • Increasing Your Customers’ Loyalty through the Call Center

    Does your company offer a loyalty program, and do you have a clear understanding of the value it brings to your bottom line? If the answer to the first question is ‘yes,’ the answer to the second question is probably ‘no’ or ‘somewhat.’ That’s because loyalty programs are great at getting customers to choose one company over another when...

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  • Improving Customer Relationships with Permission

    As you organically build your permission database, you will discover that the best data is that which is given by the customers themselves. Particularly when it comes to how they use their smartphones and how they want to interact with brands through their smartphones, getting feedback directly from them can help drive the ideal relationship. If you think ahead...

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  • Virtual Call Center: Potential Benefits Remain Untapped

    Unified communications (UC) solutions – capable of merging real-time communications, like instant messaging, telephony and voice services with non-real time communications like unified messaging, e-mail and SMS – remain one of the most underused business technology tools. Companies that have already employed the technology have a head start on their competition that may grow even wider in the near...

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  • The Importance of the Customer Experience

    A great experience is key to getting customers to remain loyal for the long haul, with industry pundits like Forrester continually reporting the importance of delivering an exceptional customer experience. So how can you improve on the customer experience? Here are some quick tips:  Make it easy to reach you. Customers want it to be easy to do business...

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  • Three Predictions for Customer Service in 2014

    It’s hard to believe, but the holiday season is upon us, and even more unfathomable is the quickly approaching year of 2014. For the call center industry, each new calendar represents new opportunities to update call center software and improve customer service. Let’s take a look at three predictions for customer service in the New Year. The Personal Cloud...

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