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...

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...

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...

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...

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,...

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...

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...

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...

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...

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...

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,...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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