Christine O'Brien

Infographic: Forrester Study Reveals What Customers REALLY Want from Self-Service

We live in a culture of smart phones, messaging apps, texting, email and links to “Chat With A Representative Now!” Self-checkout lanes at the grocery store are more popular than ever, and one-third of us would rather clean a toilet than talk to customer...

Infographic: Are These 4 Customer Experience Nightmares Haunting Your Contact Center?

Forget vampires, werewolves and all the other seasonal spooks. If you’re looking for an extra-scary Halloween costume this year, we recommend dressing up as a sub-par customer experience. From what we’ve seen, no other “monster” is capable of sucking as much life out of...

Is Your Contact Center Catering to Millennials?

The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing Research at the University of Massachusetts Dartmouth. When millennials are looking to interact with companies/brands...

Infographic: Aberdeen’s Steps to Success for Social Customer Care

According to research conducted by Aberdeen Group, contact centers’ adoption of social media as a customer care channel has grown more than four-fold since 2010. This increase reflects many of the benefits that organizations are seeing from investments made in this area, including elevated...

Infographic: Spooky Stats about Poor Customer Service

Halloween is the perfect time to talk about “horror stories” in customer service. We’ve all had the occasional run-in with a particularly unhelpful agent, or found ourselves trapped in the dreaded infinite IVR loop. We can laugh about it, but today’s customers are actually...

3 Things Your Agents Could Be Doing with Their Idle Time

Obviously, when we talk about efficiency in the workforce, we’re not striving for the kind of over-scheduling that will leave even the best and brightest agents burned out. We all need a little breathing room in our day. But excessive agent idle time should...

New Findings on Contact Center Software Buyers Reveals Important Insights

Is your business in the market for a new contact center solution? If so, you’re not alone. According to new findings from a recent survey of 385 contact center software buyers, conducted by Software Advice, 46% of those surveyed were purchasing contact center software...

Infographic: How Businesses are Plugging in to Cloud Technology

With greater demands on budget and higher expectations for results, more business leaders are taking a close look at the potential of cloud and hosted solutions, seizing opportunities to quickly build, run and deliver a greater array of services with lower start-up costs and...

New Strategies for Customer Experience Governance in the Contact Center

Companies pledge many things to their consumers. From low prices guarantees to lenient return policies, these promises raise the bar for customers’ expectations. When these expectations are not met, the gap between what the company pledges and what the customer actually receives can threaten...

Top Goals from Leading Contact Center Executives for 2014

Providing excellent customer service is an ever-moving target for contact centers, year after year. With new channels such as social and mobile altering the ways customers reach out for service, many companies face difficult decisions including how much they should spend on technology upgrades...

Are You Following These 7 Social Customer Care Best Practices?

We’re well past any notion of social media as an “emerging” tool for business. As Aberdeen recently reported in its study of social customer care, social channels are here to stay. Social care is the new norm, with 70% of businesses estimated to be using social...

Surprising Facts about Smart Phones and Productivity

A recent Wall Street Journal article claimed that smart phones aren't making us any more productive as a society, at least according to metrics used by economists to measure productivity. But how can this be? With over 100 million smart phones at use in...

Making the Case for Teleworking

Teleworking isn't just a great incentive for employees anymore; it's an attractive option for many companies as well. While remote employees enjoy greater flexibility and decreased commute times, companies benefit from an at-home workforce in different ways. Increased stability ...

What Does a Christmas Miracle Cost? Or Does it Pay for Itself?

Calgary-based airline WestJet lit up the social networks last weekend with its inspirational viral video, showing passengers who lined up to tell "Santa" what they wanted for Christmas – and then watched in disbelief as their gift-wrapped holiday wishes rolled down the baggage claim. It...

Bad Fits Giving You Fits? Hire the Right Contact Center Agents

One of the biggest detractors from contact center productivity is agent underperformance. Those who lack the necessary skills and experience to deliver consistent service not only create bottlenecks and negatively affect the morale of others on the team, they can lower customer satisfaction and...

Tips for Meeting Expectations of Online Shoppers Worldwide

Will today's Cyber Monday shoppers be clicking on your storefront this year? If so, be aware that online shoppers' expectations in all parts of the world have changed. A new global study conducted by comScore, Inc. and UPS as part of the UPS Pulse of...

Creating Delighted Customers with Multi-Channel Contact

Building a successful multi-channel contact center often isn't as simple as opening new lines of communication. Best-in-class businesses, those performing at the top of industry, are building customer contact channels from the ground up with integrated technologies, analytics, and employee training at the core...

Defining Social Customer Service Success in Your Contact Center: Q&A with Ashley Verrill of...

While there are plenty of universal standards for delivering great service through traditional customer service channels, there seems to be a lot of variance in how companies engage with customers socially. Many big brands are still struggling to understand which metrics to work against...

Ovum Research Supports Best Practices for Social Customer Service

When an unhappy customer posts a complaint or raises an issue on Twitter, Facebook or any other social media channel, what kind of response is that customer expecting? A few years ago business leaders might have disagreed on whether it was appropriate to publicly...

Aspect’s Halloween Special: Our Favorite Contact Center Horror Stories

Is there anything better than giving yourself a good scare on Halloween? I know we're a day early, but go ahead and rip open that bag of fun-size bars you bought for the neighborhood kids and grab an extra flashlight in case the lights...

New Posts