small business customer service

Digital Customer Service on a Shoestring

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A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer […]

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email

It Turns Out, Customers LIKE Email

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As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out […]

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contact center

Get Your Contact Center Ready for the Modern Age

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If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine!  That’s because all technology has a “shelf-life”. For many IT systems this is about seven years.  This is also true for call center systems.  Why does technology have an expiration date? […]

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contact center benchmarks

Contact Center Benchmarks Provide Continuous Improvements

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How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks, that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar […]

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contact center agents

Contact Center Agents – Soaring up From Heroes to Super Heroes

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Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries (Research, The Quality Assurance & Training Connection). Today’s agents […]

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social customer service

Empathetic Social Customer Service Means More Than Typing Sorry

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Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little […]

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