14 Oct Increase Customer Engagement With Automated Reminders

By: Jason Domsky

The past several years have brought many developments in client contact automation. One that stands out is the appointment reminder. I get a phone call, email, and/or text that is reminding me of my upcoming appointment. This is great, since I have often scheduled these weeks or months in advance. Sometimes I’m given the simple step to take (a link to click or a number to call) if I need to cancel or reschedule.

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13 Sep Customer Service Secret Sauce: Guiding Customers

By: Chad Wright

I recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the "gold medal." I'll wait.)

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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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5 Aug Is the IVR Dead or Alive?

By: Chad Wright


I frequently attend the customer service trade shows and themes typically involve education on emerging technologies not yet widely adopted. For example, this year I attended several shows that focused on support for social media platforms like Facebook Messenger or Twitter.

Prior to this rising trend in customer service for social media, web and text chat took center stage as emerging technologies.

Improving the performance of customer service agents is (of course) a hot topic annually at all trade shows.

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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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