Customer Care

March 18, 2016

COLLABORATION

Strength in Transitions for Customer Care

1 min read

Last week’s Enterprise Connect event was an eye-opening experience from many perspectives. A tour of the exhibit area seemed like a real-time stroll through the history of contact center technology. Several traditional contact-center providers were present, but some former industry powerhouses were notably absent. Also missing were many recent additions to the industry ecosystem. The […]

February 17, 2016

COLLABORATION

Choosing a Collaboration Vendor? Cisco a Leader in 6 Gartner Magic Quadrants

3 min read

“Choosing a Unified Communications and Collaboration vendor is a complex decision,” Marty Parker, Principal at UniComm Consulting, recently told me. “Any organization looking to refresh their architecture or rework their...

December 16, 2015

COLLABORATION

5 Predictions for Customer Care in 2016, and Beyond

2 min read

Who likes Tomorrowland? Some people go to the futuristic part of Disney’s theme parks for the rides. The rides are certainly fun, but I go because it makes me think of the future. Perhaps that’s why people post so many predictions blogs every December: We like to dream about possibilities. In my role, I have […]

October 22, 2015

COLLABORATION

Are You (Customer) Experienced? Jimi Hendrix and CX

1 min read

Like most “overnight” sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series...

July 1, 2015

COLLABORATION

Provide Service at Your Customer’s Convenience

2 min read

As consumers, we have many options in how we browse, research, and purchase products today.  We expect more freedom and flexibility in how we work with retail companies. Forward-looking companies strive to improve their customers’ experiences and provide flexibility without compromising quality. However, some industries are considered conservative and rigid. Financial institutions are often seen this way. […]

April 14, 2015

COLLABORATION

What to Know: Virtual Face-to-Face Engagements for Midsize Business

2 min read

Have you ever imaged what your company would look like if you only employed the best and the brightest employees? Midsize business leaders, just like enterprise companies, need to recruit and retain the most capable employees. They recognize that because today’s talent is on the move, the best employees may not be local. There is […]

March 25, 2015

COLLABORATION

Context is Everything in Customer Care

2 min read

“Let’s eat grandma!” “Let’s eat, grandma!” Punctuation makes a difference, doesn’t it? So does context. If you’re a basketball fan with March Madness on your mind, “Drive the lane!” might make you think of something a coach yells to his players. On the other hand, if you’re teaching your teenage son to drive, it means […]

March 17, 2015

COLLABORATION

Context Matters: Announcing Context Service for Better Customer Care

2 min read

“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some...