Customer Engagement

Keep the Ball Rolling!

The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…

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Digital Customer Care

“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered…

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All About Ease

The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named…

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Enough of the ideas, where’s the execution?

I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. One of my favourites…

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Smartworld Launches Cloud Customer Engagement Solutions in the UAE

The new offering leverages the virtualized capabilities of the Altitude uCI 8 platform to deliver Altitude’s flagship contact center applications…

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Flying By The Seat Of Your Pants

The Flying Irishman” was a movie made in 1939 about a pilot who came to be known as “Wrong Way”…

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Dear Santa … from the Contact Center

Dear Santa, I have been a very good Contact Center this year, so I am writing to let you know…

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Internal Tools Transform Communication And Collaboration

Tools to aid internal communication are pervasive within corporations and contact centers. Possibilities include core capabilities of the ACD system,…

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GARBAGE IN, GARBAGE OUT…MAKES CONTACT CENTER MANAGERS WANT TO SHOUT!

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had…

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Altitude Software Showcases True Customer Engagement at Middle East Call Center 2014

Altitude Software Demonstrates Technology Innovation and Market Leadership at MECC 2014, Dubai International Convention Center, June 8-9, Booth A-34 Strengthened…

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14 tips for 2014 to make web chat work

2014 is the year in which web chat is really starting to take hold in the contact centre – and…

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Customer Insight Metrics: An Issue of Validity

Summary: Metrics that provide insight into customer loyalty are the holy grail of customer measurements. Several have been proposed in…

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Customer Service In The Age Of Customer Influence

Assuming that you operate a customer contact center that fields hundreds, thousands or possibly even tens of thousands of contacts…

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Customer Experience throughout the Enterprise … Proportion and Perspective

Perspective – A particular attitude toward or way of regarding something, a point of view Proportion – Adjust or regulate…

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6 Actions to Build Profitable Customer Relationships in a Multi-Channel World

The demands being made on customer services in this ever changing world of multi-channel, multi-touch point, social media and mobility,…

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Web 2.0: It’s Not Just for Social Media Anymore…

The Web 2.0 desktop allows agents to personalize their desktop workspace with widgets and gadgets for increased productivity.

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Auld Lang Syne … What to Leave Behind?

Another year has just ended. Some of us will have raised glasses and voices as 2013 turned into 2014, and…

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Process Optimization Comes to Fruition

Today’s technology can enable value-driven change. To learn what’s possible, first take a hard look at the tools you have…

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Death by Management … R.I.P. Customer Experience

The Customer Experience has long been on the tongue of senior management as a primary strategic objective and a market…

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The Simple Act of Recognition

I read recently about a Japanese study whose findings were that “compliments can help improve student and employee performance as…

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When My Old Best Practice Was New

My father often sang a song to my mother entitled, “When Your Old Wedding Ring Was New.” The lyrics went…

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Offense or Defense … Where Do Your Skills Take You?

Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your…

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World-Class Customer Service

Desktop and process analytics provides insight across all of the people and processes impacting service levels.

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Plan and Measure = Pleasure!

Like all humans, Contact Center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing…

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Here’s What I Can Do Now …

Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best…

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Lighten Up … The Magic of Leadership Levity

This is my brief end of year message to all of us in the Customer Care/Experience/Service business … Lighten up!…

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Customer Experience … The STRA-TACTICAL Approach

Customer Experience strategy has been cited by executives in multiple surveys as “very important or critical.” This is the case…

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Which Is It … Supervisor or Super Agent?

Contact Center Supervisors are the first tier of management at the front line of the Customer Experience. But are they…

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What Is A Quality Call And How Do We Know When We Have One?

Quality is more than what happens within a phone call in today’s Contact Center, although certainly the call continues to…

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Are You Using 20th Century Solutions for 21st Century Problems?

We are in the 21st century. This is not news to anyone I’m sure; although if you watch Celebrity Apprentice…

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