customer service

August 10, 2016

COLLABORATION

“I’ll Know it When I Feel It” – A Connected Digital Experience

Feelings are critical to how consumers evaluate the companies they interact with. They are looking more to be “connected” with, to, and through their suppliers. And when they do connect, it is increasingly via a digital asset. Consumers are looking for an experience that drives a positive emotion for them. Companies like Cisco provide solutions that ultimately help generate those feelings for consumers and businesses worldwide.

April 25, 2016

COLLABORATION

How Banks Can Regain Customer Trust

The financial crisis of 2008 cast a negative shadow on the banking industry. And the series of banking scandals that followed resulted in the public’s loss of trust in banks. “The disconnect between banks and customers has reached a critical point. As this “value gap” continues to widen, many customers feel that banks are becoming […]

January 20, 2016

PARTNER

Building Your Customer Success Team: Much, Much More Than Just Good Customer Support

When building a customer success team and making your case for more investment in the initiative, the most striking misunderstanding you may have come across is that a customer success team is a cost center and just provides really good customer support.  Let’s set the record straight – a customer success team does provide excellent […]

June 16, 2015

COLLABORATION

Can Your Customers Name Your Brand in Three Notes?

Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis,...

May 28, 2015

COLLABORATION

Mobile Growth is Key Focus at 2015 ICMI Contact Center Expo and Conference

The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus. But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just […]

April 20, 2015

COLLABORATION

“Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service

Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still...

April 14, 2015

COLLABORATION

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 […]

March 9, 2015

COLLABORATION

Championing the Case for Contact Center Analytics!

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to […]