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January 23, 2013

Infographic: Power To The People

Now that social media dominates communication, it should come as no surprise that 80% of companies are planning to incorporate social media into their customer service strategies in 2013. Social media isn't the preferred method of customer service yet, but it's certainly the fastest growing. Customer's vocal and visible online mean they have more power than ever - and high expectation to match. Therefore, companies that plan to succeed must become more responsive.Take a look at the power of social media which makes it stronger for a customer.

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January 7, 2013

Customer Service: The Catch in Catch 22

The role of your contact center agent is more than what meets the eye

Catch 22 was never so appropriate an expression than to describe the predicament of the agent at a contact center. The agent usually bears the brunt of the customer's fury and is perceived as the voice of the enterprise by the customer. She/he also has to adhere to a significant business fine print.

The role of the agent is essential to deliver a stellar customer experience and retain business. But is she/he empowered and enhanced to do so at the contact center? To answer this question, we'll have to ask a few more.

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8 Plays to Deliver an Integrated Customer Service Experience
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