The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…
Read More »Customer Engagement
“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered…
Read More »The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named…
Read More »I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. One of my favourites…
Read More »The new offering leverages the virtualized capabilities of the Altitude uCI 8 platform to deliver Altitude’s flagship contact center applications…
Read More »The Flying Irishman” was a movie made in 1939 about a pilot who came to be known as “Wrong Way”…
Read More »Dear Santa, I have been a very good Contact Center this year, so I am writing to let you know…
Read More »Tools to aid internal communication are pervasive within corporations and contact centers. Possibilities include core capabilities of the ACD system,…
Read More »Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had…
Read More »Altitude Software Demonstrates Technology Innovation and Market Leadership at MECC 2014, Dubai International Convention Center, June 8-9, Booth A-34 Strengthened…
Read More »2014 is the year in which web chat is really starting to take hold in the contact centre – and…
Read More »Summary: Metrics that provide insight into customer loyalty are the holy grail of customer measurements. Several have been proposed in…
Read More »Assuming that you operate a customer contact center that fields hundreds, thousands or possibly even tens of thousands of contacts…
Read More »Perspective – A particular attitude toward or way of regarding something, a point of view Proportion – Adjust or regulate…
Read More »The demands being made on customer services in this ever changing world of multi-channel, multi-touch point, social media and mobility,…
Read More »The Web 2.0 desktop allows agents to personalize their desktop workspace with widgets and gadgets for increased productivity.
Read More »Another year has just ended. Some of us will have raised glasses and voices as 2013 turned into 2014, and…
Read More »Today’s technology can enable value-driven change. To learn what’s possible, first take a hard look at the tools you have…
Read More »The Customer Experience has long been on the tongue of senior management as a primary strategic objective and a market…
Read More »I read recently about a Japanese study whose findings were that “compliments can help improve student and employee performance as…
Read More »My father often sang a song to my mother entitled, “When Your Old Wedding Ring Was New.” The lyrics went…
Read More »Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your…
Read More »Desktop and process analytics provides insight across all of the people and processes impacting service levels.
Read More »Like all humans, Contact Center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing…
Read More »Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best…
Read More »This is my brief end of year message to all of us in the Customer Care/Experience/Service business … Lighten up!…
Read More »Customer Experience strategy has been cited by executives in multiple surveys as “very important or critical.” This is the case…
Read More »Contact Center Supervisors are the first tier of management at the front line of the Customer Experience. But are they…
Read More »Quality is more than what happens within a phone call in today’s Contact Center, although certainly the call continues to…
Read More »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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