One-on-One Text Conversations Make Customer Care Easier
One-to-one agent-based support is expensive, which explains why many organizations adopt proactive communication strategies to preempt some of customers’ inbound service needs. SMS/text messaging...
View ArticleInsurance claim spin cycle
My washing machine croaked. This all went down months ago, but I can’t rinse away the memory because my insurance company seems to be taking us for a spin. Speed and transparency of the claims process...
View ArticleWhen IVR Gets Personal
What’s news when it comes to the customer experience? Magic is expected. People want to be able to help themselves. Many users would rather clean a toilet than talk to customer service. Investment in...
View ArticleUrgent Communication? Utility Customers Tell All
In the utility market, automated solutions like IVR aren't just a “nice to have;” they’re absolutely critical channels. When approached intelligently, inbound and proactive voice solutions have the...
View ArticlePaving the Way for Your Connected Customer
Your customers think about interaction with your brand as if it’s all about them – and in many respects, they’re right. At the end of the day, if they’re choosing to connect with your company (which is...
View ArticleDid You Know That Sometimes Customers Text Back?
Engaging and having valuable conversations with customers is a top priority for companies. Many utilize one-way SMS texting to communicate with their customers as part of a multi-channel communication...
View ArticleDrive Holiday Results With a Multi-channel Engagement Strategy
Customers already want information immediately and conveniently but during the hectic holiday season - providing this information when they need it and how they want it, can be a differentiator and a...
View ArticleHow Your Devices Learn to Talk to You
We may still be a few dozen years away from everyone having their own personal robot, but in a lot of ways, the future has arrived – especially in the realms of automatic speech recognition (ASR) and...
View ArticleTalk to Me Goose
1986 was the year the cinematic classic “Top Gun” came out on the big screen. It’s also happens to be the year West Corporation was founded. Even though it was a fascinating time for technology, not...
View ArticleNotifications Will Be a Differentiator in 2014 and Beyond
Mobile push notifications are an important part of our everyday life. We choose how they come to us, what they report and when it is reported.Notifications can save lives, time, money and help keep us...
View ArticleFive Tips for Evaluating Your Customer Engagement Solutions
As customer engagement expectations continue to evolve, it is important to continuously analyze and improve the contact center solutions and technology you have deployed for your customers. Here are...
View ArticleSocial Customer Care: Six Recommendations to Get Your Company Ready
Social media is new…ish and social media customer care — well, that’s cutting-edge. Either way, social media is fun, completely dynamic and personable. It’s a place where your company can establish a...
View ArticleExercise Communication Strategies When Bad Things Happen
Recently while returning from vacation, I spent way too much time waiting in a long line filled with grumbling airline customers — myself included. As my wait grew past 90 minutes, I distracted myself...
View ArticleThe New Webs We Weave
It’s in our faces every day. We see it on our desktop, in our email subject lines, on the agenda of the quarterly meetings and at the forefront of tomorrow’s technology: multimodal interactions,...
View ArticleGrowing a New Automated Customer Care Solution Is Like Growing a Healthy Lawn
Warm weather is here to stay, and our focus is on household outdoor projects. Perhaps you are considering replacing your lawn with new sod to have the lush, green grass you have always wanted. While...
View ArticleWarren Buffett’s Words of Wisdom Apply to Customer Experience Management
Many readers are aware that Warren Buffett, otherwise known as the “Oracle of Omaha,” is one of the most successful investors and wealthiest people in the world. Each year in early May, thousands of...
View ArticleWhat Your Customers Unknowingly Expect of You
Walking through the airport last week, I found myself starting to appreciate some basic features my airline offered me to help satisfy my travel needs. I have a colleague who constantly preaches about...
View ArticleIt’s Time to Transform Your Customer Service Experience
It’s a busy, busy world out there, and your customers are very busy people. What are you doing to transform your customer service experience? Consumers want to reach out to companies in a variety of...
View ArticleClearing the Fog Surrounding ‘the Cloud’
How many times have you heard, “Everything is moving to the cloud”? Data. Infrastructure. Applications. Services. Communication channels. It’s all going to the cloud. Yet, when we talk with many...
View ArticleThe Brave New World of Customer Care
Traditionally, the mobile channel has been the domain of marketing departments that leverage the channel to promote brand, sell and add e-commerce opportunities. Or technical departments looking to...
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