Elias Parker
Elias Parker
Elias Parker is a Managing Partner at OneReach where he is focused on enabling companies to offer effective, meaningful customer support over text message. With over eight years of experience working with a user experience agency that pioneered the user experience (UX) space, Elias is skilled in ethnography, user experience research, workshop facilitation and crafting highly specialized product research, design and development teams. Elias' work spans multiple industries and his client portfolio includes Fortune 500 companies such as FedEx, Boeing, Fidelity and Condé Nast.
You Don’t Need An App for That
In July of 2013 Toby Shapshak, the South African speaker, strategist and editor of Stuff Magazine, did a TED talk called You Don’t Need...
7 Companies Whose Customer Service Makes Us Swoon
Last week, a bunch of fellow #ICMIchat-ers and I met to discuss our customer service crushes, just in time for Valentine’s Day. Some of...
Why Contact Centers Should Offer Texting to Customers
This post originally appeared on ICMI. The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that...
Twitter vs SMS: What’s the Best Way for Companies to Engage?
If you stop and think about it, Twitter and text messaging aren’t so different. They both have limited characters (140 and 160), they’re both...
All Call Center Metrics Are Important. But Have You Tried Using This One?
There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The...
Smart and Fast Fixes for Your Business, Part 3 — Save Money and Reduce Hold Time With Channel Pivot
To view the first post in the series, click here. To view the second post in the series, click here. What’s the one thing small...
5 Questions You Need to Ask About Your Omnichannel Customer Experience
This article originally appeared in UX Magazine. Whether we admit it or not, today’s customer experience is all about omnichannel. People are reaching out to...
The Future of Self Service: The Next Channel You Can’t Ignore
Self-service is a common element of commerce that most of take advantage of on a daily basis - from self-checkout lanes at the grocery...