Guest Blog

The Significance of Digital and Social Media

Filed in Blog, Guest Blog by on December 4, 2015 0 Comments
The Significance of Digital and Social Media

Today we are delighted to share with you a guest post by Dr. Natalie Petouhoff. Dear CEO & CFO, I’m writing to you because I fear you don’t get exactly the significance of digital and social media. Digital and Social media is the consciousness of a company. While that many sound air-fairy, it’s not.  If …Continue Reading

Perception Becomes the Customer’s Reality

Perception Becomes the Customer’s Reality

Today we are excited to share with you a guest post by Brad Worthley. Perception is truly the customer’s reality.  Let’s just say you’re driving down the street and you are trying to find someplace to take your significant-other out to lunch.  You pull up in front of a restaurant that you happen to see, …Continue Reading

Screening for Writing Ability in Call Centers

Screening for Writing Ability in Call Centers

When e-mail emerged as a new option for consumers to communicate with companies, everyone knew the volume of e-mails would grow. After all, in an extra busy, online-centered world, fewer people are willing to wait on hold for the next available representative. What many call center leaders were not ready for, however, was the unbelievable …Continue Reading

The Trouble with Social Spam

Filed in Blog, Call Centers, Guest Blog, Hospitality by on May 2, 2013 0 Comments
The Trouble with Social Spam

Customer Service operations have evolved this past decade to embrace the discipline of social web listening and engagement. Now customer service agents specializing in social media spend their time reading blogs, tweets, and Facebook posts in search of a way to help clients in need. But social care agents are bedeviled by Social Spam. And …Continue Reading

Contact Center of the Future

Filed in Blog, Call Centers, Customer Service, Guest Blog by on April 11, 2013 0 Comments
Contact Center of the Future

So you may have heard that Marketing is the new customer service. Or perhaps you’ve been reading a lot about the fact that you need to fish where the fish are. Whatever the spin, the contact center of the future needs to be thinking about the consumer of the future. Creating solutions and developing services …Continue Reading