I’m lucky enough to live in a warm part of the country. Thanks to a certain mouse, it’s a convention and meeting mecca. This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter. A …
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Customer Care
Aspect and Intuit: Helping You Survive Tax Season
April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying. It’s not surprising that so many American are nervous: The US tax code is …
Im LiveCallCenter die Servicewelt der Zukunft erleben
Das LiveCallCenter ist seit vielen Jahren fester Bestandteil der CCW. Messebesucher haben hier die Gelegenheit, ein „reales“ Szenario live zu erleben. Sie können den Agenten dabei über die Schulter zu schauen und sich erklären lassen, welche technischen Prozesse im Hintergrund ablaufen.
In …
The Score: Good Customer Service 1 Technology 0
Don’t you hate it when you have an urgent customer service matter that requires live assistance? An SMS conversation with a live agent or chat bot won’t cut it, web chat will require too much back and forth typing; and email—well, really?!
Over the last two …
Importance of the Contact Center on Full Display for Hurricane Relief
The role of the contact center has never been more critical to the overall success of your business strategy than it is today. But in light of the recent hurricanes that have devastated Texas, Florida and the Caribbean, contact centers have taken on a new …
SMS – Better Outreach on Customer Terms
SMS has become the most effective tool for businesses to communicate with their customers because of its ease-of-use, convenience and reach. Over 6 billion texts are sent every day and 97% of Americans use text at least once a day.
SMS enables customers to stay in …
From Split to Lit: How to Turn Customer Exodus to Consumer Experience Excellence
Driven by the impatience of the millennial mindset, people are more likely than ever before to stop doing business with brands that are unwilling or unable to meet today’s consumer engagement standards. According to the recent Aspect Consumer Experience Index survey fifty-eight percent of consumers …
The Now Consumer – Make Me Smarter
You may have heard the expression, “better to try and fail than never to try at all.” I think of this expression when I think about customer service. I often wonder, have we set up contact center agents to fail before they even get a …
How to Spot Fake Contact Center Scams
In late 2016, the Department of Justice brought grand jury charges against 56 individuals in India and the United States after it blew the lid off a telefraud scam being run from fake contact centers in India. The con originated back in 2013 and the …
What March Madness Can Teach Us About Customer Service
Unless you spent the last 4 days holed up in a remote Alaskan cabin free of Wi-Fi or anything connecting you to civilization, you may have noticed that a little sporting event called March Madness has been going on. From underdogs to buzzer beaters, cinderellas …