Mary Cook

Disruptive Technology – How Siri has Changed Call Center Automation

Disruptive technology is not a breakthrough innovation. Though, it does make good products a lot better -- transforming what was historically so expensive and complicated that only a few people had access to it and making it affordable and accessible to a larger population. Think...

Patients Are More Than Their Diagnosis

Every patient is different, but the way they want to be treated remains the same. People want to be handled with dignity and respect from the moment they step into a hospital until the moment that they are released. With this in...

Scrum-ptious: Agile Development = Happy Customers

Anyone who knows me knows I am a fan of Forrester research. So a recent Forrester Blog, entitled The Top Thirteen Customer Management Trends for 2012, warmed my Customer Experience heart. It spoke of many of the trends I am personally following, including Agile...

The Cloud – What is it? Should my call center be there?

Cloud computing is a groundbreaking technology that has made possible the provision of computing as a service, as opposed to a product. This can be described with the help of an example that has become somewhat cliché, but is nonetheless a fairly good one...

HTML5 – What is it and what does it mean to me? Apps not...

Even if you're a Web novice, you may already have heard the term "HTML5" by now. You can almost feel the buzz amongst designers and web users! Google, Apple, Facebook and others have been constantly in the mix -- and they're all pulling their socks...

‘Tis the Season to Be Jolly

It's that special time of year again, the 4th quarter. The quarter all of us call center, customer care and experience professionals live (and die) for. While many of us this past Thanksgiving planned out our shopping trips like the covert PMP multi-media-centric individuals...

Facebook vs. Google+: Which Social Media Platform is the Best for You?

Social media has revolutionized the way we communicate with one another, and like it or not, the platforms you're already acquainted with are here to stay. With that being said, how does each one measure up when compared with another? Is Facebook...

Why Mobile is Not Just Another Channel

Mobile devices have come a long way. However, mobile is not just another channel through which to reach potential customers. Mobile communications can be used as a way of enhancing your multi-channel strategies to gain maximum benefits for your business. That gave me an...

Call Center Book Review

If there's anyone who knows a thing or two about contact center practices and strategies, it's Greg Levin. Voted "Most Likely to Write a Top Selling Ebook on Contact Center Best Practices", he spent 16 years at ICMI witnessing and learning about the...

Communications are Converging

Where is customer communication headed? It is clearly becoming individualized. This isn't new. We've talked about relevancy in one?to?one communication for years, but talking about it and making it real are two very different things. Now it is not just becoming real; it is...

How do you measure customer experience?

A friend of mine emailed me a few weeks ago with one question: "Mary, how do you measure customer experience?" My friend is a six-sigma black belt call center executive. Therefore, I naturally took this question as not only a challenge, but as an...

Call Centers and Personality Mapping

One of the keys to success in delivering great customer service in the call center is matching a customer to the right agent. This is why skill based routing was born. In today's digital world companies realize they can no longer take the approach...

How To Avoid Becoming an Overwhelmed Call Center Professional

Communication Madness After speaking to my peers the past few months, I have come to the conclusion that we are all suffering from the same affliction– it's the "OMG! How do I keep UP?" disease. Many of us call center and customer...

The Contact Center Balancing Act: Efficiency vs. Customer Experience

Effectively communicating with customers is one of the biggest challenges for any company – it's hard to get your message heard when consumers are bombarded with more and more messages each day. The more the volume goes up, the more customers tune out –...

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