Tricia Morris
Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.
Millennial Customers: A Little Less Conversation, A Little More Action
In a recent TIME Magazine cover story, Joel Stein gave his take on Millennials as the "Me, Me, Me Generation," hyper-connected, with a strong...
Are You Born for Customer Service?
Is the delivery of exceptional customer service a skill that can be learned, or are those who excel in customer service simply born for...
A Video is Worth a Thousand Words in Customer Service
As the average human attention span and level of patience grows shorter, video has become an attractive alternative to wading through the written word....
The Genius Behind Apple Customer Service
Setting the bar for customer service excellence has never been more challenging, but a few brands continue to rise above the rest, including Apple,...
9 Ways to Measure Social Customer Service
What stands between businesses deciding that social customer service is just another can of worms they'd prefer not to open and the flourish of...
Boston and the Continued Case for Social Media Monitoring and Response
It's been a week since the Boston Marathon bombings, and the analysis of the event, its media coverage and emergency response and communications efforts...
INFOGRAPHIC: Connecting with Mobile Customers
Mobile isn't just another customer service channel; for the majority of consumers, the use of mobile devices is a part of everyday life. According...
4 Best Practices for Better Government Customer Service Delivery
Government agencies are adopting customer service best practices that have been tested and honed over the past several years by commercial brands and are...
Providing Customer Service on Twitter Builds Brand Character
While the Twittersphere is filled with questions and complaints directed at big brands, one of the hardest things for organizations to do is effectively...
NEW SURVEY: First Customer Service Interaction is Pivotal to Brand Loyalty
According to a new ClickFox brand loyalty survey, the old saying that "you never get a second chance to make a good first impression"...
Practice Random Acts of Customer Service Kindness
Have you ever received a handwritten note; had an old friend reach out just to say hello or that they're thinking about you; had...
FCR: Hitting a Home Run for Your Customer Service Team
It may be the best customer service metric your organization isn't yet measuring: first contact resolution. And stats show FCR is a game changer: 12%...
How to Wow Customers in 30 Minutes or Less
Brands and organizations that can respond quickly on social media may have more going for them than they realize. A March 2013 Simply Measured...
Gaming Support is Like Hosting the World’s Biggest Party
Game developer and publisher iWin likens its player service and support to being the host of a 24/7 party, where you need to make...
Facebook’s New Threaded Conversations make it Easier to Engage Social Customers
Facebook just made it easier to engage with social customers, announcing new threaded conversations and direct replies this week. The new feature, which...
Customer Service is No Longer a Script; It’s a Conversation
According to a recent Ovum study of more than 8,000 consumers, 74% now use at least three channels when interacting with an enterprise for...
Nexus of Forces Shifts Government IT Spending: Mobile Tops Priorities
A convergence of several powerful disruptive technologies is revolutionizing the way consumers communicate with the government, and the way government agencies communicate and collaborate...
Your Customers are Channel Surfers: Don’t Turn Them Off
It's easy to think that today's more tech-savvy consumers might begin abandoning traditional customer service channels such as phone or email in favor of...
Can’t Buy Me Love: Emotion Trumps Monetary Reward When it Comes to Customer Loyalty
While many online consumers initially select a brand for its points or rewards system, a recent eMarketer article reports that this type of customer...
13 Top Takeaways from ParaFest 2013
Parature's 2013 users' conference brought together the best in customer service and support. While there were at least 2013 great takeaways from the conference,...