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Little Data vs. Big Data; Solve the Right Problem First
The things you run across on the Internet… I was browsing around looking for Led Zeppelin stuff on Google when my search for Robert Plant turned up this Harvard Business Review blog, Big Data Doesn’t...
View ArticleWhat the World Not Ending Means for Customer Service in 2013
Well, 12/21/12 came and went without the world ending and we appear to be slipping down the “Fiscal Slope” instead of falling off any cliffs. That means we don’t get to wash our hands of the customer...
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Trash, Recycling, Speakers, and Digital Customer Service
My house is the world headquarters of Trash Amps. Adam, one of our kids, is the CEO of the company. They make very cool speakers that you can put into soda or beer cans to rock out to your favorite...
View ArticleThe Multichannel Multiplier
While they may not have witches sending flying monkeys after them, your customers’ paths to interact with you are far more complex than the simple directions Dorothy received in the Wizard of Oz. The...
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Demystifying Social and Mobile Customer Service
Social media and mobile technologies have radically changed how consumers communicate, interact with, share and spread information. But, while the public adores new technology, it can give customer...
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Delighting Your Customers
We in the contact center are traditionally committed to delighting our customers. Anything we can do to go above and beyond the needs of our customers to connect them more closely with our organization...
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To Cloud or Not to Cloud
Why that is NOT the question for your contact center or customer engagement solutions Across the enterprise software industry we have seen many different software functions move to the cloud CRM, HR,...
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Cloud Call Center Software Untethers Customers
If you’re old enough to remember Blondie’s Keep Me Hanging on the Telephone, you remember an era when the telephone was the only way you could communicate with a company you were doing business with....
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