4 Apr The Hidden Cost of Agent Dissatisfaction

By: Scott Fischer

When you're talking about the ROI in the context of a contact center, typically the discussion will almost exclusively center around customer satisfaction. While this measurement is important, there is a potentially larger and more fundamental cost pool that is generally ignored.

How satisfied your agents are with their job.

Read More

31 Mar Are Your Customer Contact Solutions Mobile-Ready?

By: Jeff Buzhardt

It seems like the numbers are finally confirming what we've known to be true for some time...

“The Centers for Disease Control and Prevention has been tracking phone use for a decade and the number of households only using cellphones had been rising by about 5 percentage points each year. Lately, the increases have been smaller and last year it only went up 3 percentage points to 41 percent of U.S. homes.”

Read More

8 Mar Here's How You Screw Up Proactive Customer Engagement

By: Chad Wright

I wish I could buy a cup of coffee in the morning, a drink at happy hour or lunch at Panera Bread with every customer service leader on the front lines to talk about customer engagement. Could that be you? If so, I'd like to think that by the end of that meeting you would feel compelled to buy my coffee (or glass of wine) based on the value of learning how not to engage your customers.

Read More

17 Feb Customers Don't Want to Be "Happy," They Want You to Reduce Their Effort

By: Scott Fischer

It seems like everywhere I turn these days, someone is trying to help me unlock the door to finding happiness with a book, seminar, inspirational quote or a cheeseburger. It makes sense. For the vast majority of people, achieving genuine happiness in their lives is one of their primary goals. But for customers who are calling into your contact center on a minute-by-minute, hour-by-hour basis, that's not the case. 

Read More

2 Sep MicroMessenger Strategy Validated by DMG Consulting Research

By: Scott Fischer

When we first decided to infuse our 20+yrs of contact center experience into MicroMessenger, it was a market disrupting technology. With version 5.0 we accomplished extraordinary things like 40 MILLION customer engagement contact events in 60 days for a major utility company.

DMG defines proactive customer care as “a business strategy that makes customers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises”. We agree and that is why it was the basis for the MicroMessenger product. The core concept revolves around eliminating the cost (call handling, customer irritation, agent frustration) of an unnecessary inbound call by engaging the customer in a way that makes them believe the company actually cares about them.

Read More


Posts by Topic

see all
New Call-to-action