When *DONOTREPLY* really means *WEDONOTACTUALLYCARE*

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At age 21, SMS text messaging is finally growing up. Time for big business. Time for business2consumer communication. Finally! But let’s have a closer look at how SMS is predominantly used today.

Do you get prescription reminders from your pharmacy, or appointment reminders from your clinic? …

What Marketers Can Learn From the Customer Experience

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Customer service experiences are a universal frustration. Chances are most of us can rattle off a bad customer service experience without a moment’s hesitation. According to the results of a new consumer survey from Aspect, our customer service expectations have increased in the past three …

Diapers and Dialers: What Contact Centers Can Learn from Target’s Pregnancy Predictions

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Last week, Mitch Wagner, editor in Chief at The CMO Site put out a blog post on how Target Knows You’re Pregnant Before the Stork Does that I thought had some interesting relevancies to the contact center space. Not on pregnancy predictability of course, but …