Ben Noble

Cross-country Banking and Financial Frustration

A few years ago, I moved to California from North Carolina. Anybody who’s made a cross-country move can tell you, you give up a lot. It’s not just your friends and family you leave behind. You lose your dentist, your doctor, your contractors, your...

Tracking the Customer Journey in Salesforce

Salesforce is a diverse platform with capabilities well-poised to transform business. One of the main attributes of the cloud-based CRM is its ability to decipher the customer journey. Think about how businesses used to operate: Marketing teams had databases that outlined all their campaigns and...

Could Congress Force Call Centers to Stay in the U.S.?

Earlier this month, Congress reintroduced a bill that could deter certain companies from sending call center jobs over seas. The United States Call Center Worker and Consumer Protection Act of 2017 would make certain offshoring call center companies ineligible for grants or guaranteed loans...

The Connected Spine & The Internet of Doctors

Dan Noble, my father, was 27 years old when he was medically discharged from the Army. Years of physical training, running with a 50lb rucksack on his back, and the slow erosion of his spinal disks from Degenerative Disc Disease finally took their toll. Over time,...

Why you should link your ecommerce platform to your CRM … and then to...

According to Fortune Magazine, about 10 million more Americans shopped online than in stores over Black Friday Weekend. The trend of ecommerce eclipsing brick-and-mortar sales has just started. It’s not just techies and millennials shopping on the internet; Grandma and Grandpa have finally discovered...

Memes to explain the connected customer

I’m a millennial. This isn’t a confession, just a fact. And as a millennial, I enjoy an insider perspective. Every year, for the past few decades, market experts have speculated on the wants, needs and desires of the millennial generation. Consider me the status...

What is a Cloud Contact Center with Salesforce CTI?

Modern call centers need much more than phones. Today, customers interact with companies in complicated and dynamic ways. Email, chat and a variety of social media channels act as multiple points of contact for businesses. So, just having a phone won’t cut it. The future...

Are you serving your customers or smothering them?

The customer/company relationship is just that, a relationship. It’s one that is difficult to maintain and carries high expectations. On one hand, customers want to feel that they have a close, unique, real relationship with your brand. While on the other, they want to...

Throwing money at the customer service problem

The following post is an excerpt from Jonathan Gale’s Keynote at this year’s conference Connect 2016. Click here for more information on next year’s conference. Globally, we spend $3.5 trillion a year on IT. That is an enormous amount of money that is deployed across...

Avoiding burnout through games, scoreboards and empowerment in your contact center

We all have our limits. Work takes a toll on us physically and mentally, and if pushed too far, we inevitably burnout. Even in the most positive settings, we only have so much we can give to our work week. And for many of...

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