Mobile Moments: The New Battleground for Customers

Mobile Moments: The New Battleground for Customers

Mobile Moments: The New Battleground for Customers

Mobile has reprogrammed our brains: we now turn to smartphones and tablets for instant information and action: weather forecasts, flight status, where to buy things at the best price, etc. It follows that every time a potential customer seeks an answer on their mobile device, there’s a chance to make a sale and cultivate a fan. If you’re there for them, they’ll love you. If not, you’ll probably lose out to someone else. According to Forrester Research, by 2017, 2.5 billion people will own smartphones and 905 million will use tablets at home and work – nearly three times as many as in 2013. Available services are still in their infancy, but entrepreneurial companies and huge corporations alike are already tooling for mobile moments and winning. What are their strategies and lessons learned so far? How has it changed the way they do business—and what are the implications for future innovation and economic growth?

By Vocalcom

6 Tips to Improve Call Quality Monitoring

Call quality monitoring is essential to the efficiency of a contact center. Given the high volume of customer service interactions on any given day, it’s critical to establish methods for analyzing and implementing best practices to both improve areas that need work and acknowledge the methods that are working well. Here are six essential tips for improving call quality monitoring...
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