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24 May Have You Questioned Your Premise or Cloud Provider’s Support Services?

By: Chad Wright

I work with a lot of companies to assess their current contact center operations and offer guidance on improving service through technology and process adoption. My methodology centers on the premise of reducing customer effort. One of the most overlooked areas with deployed technology solutions is the support services provided by either the reseller or manufacturer. The gaps in post-production support contributes to projects not achieving the stated objectives and do not create an environment that makes it effortless to service your customers. What can we do different?

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23 Aug Save Your Customers Time, Use Their Phone Number

By: Jason Domsky

I have a question: Why don’t more companies recognize me when I call? 

Identification is the first key to a successful interaction. Yet, I keep getting asked the same thing every time I call in: "Can I get your account number?" I rarely remember my account number, so this process is inevitably painful and time-consuming.

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19 Aug Customer Care Strategy: Value Your Customer’s Time

By: Chad Wright

Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time.

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17 Jul Yes, Voice Communication Still Has a Place

By: Suresh Gursahaney

Is voice communication dead? 

I was pondering that very question last week while sitting on the beach watching my kids texting and playing on Instagram with their friends, instead of frolicking in the waves. Yeah, sure, they would get up periodically to cool off in the surf; but they spent most of the time texting rather enjoying their surroundings and just talking and playing with one another. 

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15 Jul The Veterans Administration Is Still Struggling with Customer Service Fundamentals

By: Suresh Gursahaney

The Veterans Administration (VA) has come under much scrutiny over the past few months for poor customer service and long wait times for healthcare. At one point, the current Secretary of the Veterans Administration Robert McDonald compared the long wait times for veterans to the lines at a Disney amusement park:

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