Strength in Transitions for Customer Care
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 […]
Choosing a Collaboration Vendor? Cisco a Leader in 6 Gartner Magic Quadrants
“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...
5 Predictions for Customer Care in 2016, and Beyond
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 […]
Are You (Customer) Experienced? Jimi Hendrix and CX
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...
Provide Service at Your Customer’s Convenience
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. […]
What to Know: Virtual Face-to-Face Engagements for Midsize Business
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 […]
Context is Everything in Customer Care
“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 […]
Context Matters: Announcing Context Service for Better Customer Care
“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...