Tag: call centers

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

Are you in the game? – Day 2 of the SOCAP Symposium

Are you in the game? – Day 2 of the SOCAP Symposium

Day 2 of the SOCAP Symposium did not disappoint.  Today was filled with great sessions that gave me tons of terrific notes to bring back to the team.  The day opened with a great speaker, Gabe Zichermann (my personal favorite of the Symposium) who spoke about gamification – what an amazing concept for contact centers. …Continue Reading

Data, data, & data – oh my! Day 1 of the SOCAP 2013 Symposium

Filed in Blog, Call Centers, Customer Service, Hospitality by on April 30, 2013 0 Comments
Data, data, & data – oh my!  Day 1 of the SOCAP 2013 Symposium

I have been lucky enough to attend the SOCAP 2013 Symposium in New Orleans.  The theme for the Symposium is big data and to me, it’s like Christmas in April!  As a big fan of data, I have been loving every moment of the presentations and panels. For those who aren’t able to attend, here …Continue Reading

5 Tips For Leaving A Memorable Last Impression With Consumers

Filed in Blog, Call Centers, Customer Service by on April 9, 2013 1 Comment
5 Tips For Leaving A Memorable Last Impression With Consumers

You never get a second chance to make a first impression.  Nobody knows that more than contact center professionals.  Most consumers do not take the time to call your company with a question or complaint and those who do will most likely only call once in their lifetime.  So you only get that one opportunity …Continue Reading

Welcomer Tips For Call Center Managers And Supervisors

Filed in Blog, Call Centers, The Welcomer Edge by on April 1, 2013 0 Comments
Welcomer Tips For Call Center Managers And Supervisors

It’s not just important to train your staff to act and think like Welcomers, it’s also important to treat your Welcomers with extra care and support.  As call center managers, understanding the value in your Welcomers, goes a long way in keeping them engaged! Watch our Welcomer Tip of the Month to find out some …Continue Reading