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16 Oct 911 Outage Narrowly Averted Due to a Next Generation 911 Solution

By: Suresh Gursahaney

(Photo: Courtesy of Baltimore County Fire Department)

With all of the 911 outages we have seen over the past few months, finally we hear a story about a Next Generation 911 (NG911) solution that worked as designed and allowed emergency calls to be handled in the midst of a potential disaster. 

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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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17 Sep Why You (and Your Agents) Need Natural Language IVR

By: Jason Domsky

Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating.

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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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