Blog

How to Successfully Engage and Retain SaaS Customers

Jul 12, 2016 Jim Iyoob How to Successfully Engage and Retain SaaS Customers

When your company provides software as a service, it’s important to constantly work toward a high level of engagement of your customers. Engaged customers are…

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The Emerging Role of Social Customer Care in Business

Jul 07, 2016 Jim Iyoob The Emerging Role of Social Customer Care in Business

The month of April was action packed, and among the most memorable things I did, was taking part as a speaker at the PACE Convention…

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Strengthen Your Brand with 3 Seamless Customer Experience Tips

Jul 01, 2016 Kaylene Eckels Strengthen Your Brand with 3 Seamless Customer Experience Tips

Your brand has made a mark in the noisy market-place and every day you need to ensure you maintain that position. Whether you stand for…

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Omni-Channel Communications Strategy

Jun 30, 2016 Jim Iyoob Omni-Channel Communications Strategy

Omni channel is a harmonized operation model of serving customers, in which the company channels are aligned into a single face, along with one consistent…

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How HR Can Add Value to Customer Experience Excellence

Jun 24, 2016 Veronica Chimney How HR Can Add Value to Customer Experience Excellence

Customer experience is no longer a function of the customer representatives’ only or customer-facing employees only, but the entire organization participates in ensuring customers experience…

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Placing the Right Agents on the Right Campaign

Jun 23, 2016 Jim Iyoob Placing the Right Agents on the Right Campaign

As the marketing manager, you have spent considerable amount of time drafting and planning your next marketing campaign, it is now ready to go. What…

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Integrated Customer Engagement

Jun 16, 2016 Jim Iyoob Integrated Customer Engagement

Technology is changing every day and only getting better, and what’s amazing is how people are taking advantage of these new tools. Businesses are now…

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10 Influential Ways to Improve Call Center Quality Monitoring

Jun 06, 2016 Jim Iyoob 10 Influential Ways to Improve Call Center Quality Monitoring

For businesses that rely on the ability of their customer representatives to deliver outstanding service over the phone, call center quality analytics are a must….

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3 Little Known Ways That Consumer Sentiment Affect Your Business

Jun 02, 2016 Jim Iyoob 3 Little Known Ways That Consumer Sentiment Affect Your Business

Sentiment is defined as an attitude or opinion prompted by emotions or feelings. To understand this better ask this question: How do consumers get these…

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The Impact of Call Monitoring and Score Cards in the Call Center

May 25, 2016 Jim Iyoob The Impact of Call Monitoring and Score Cards in the Call Center

Any opportunity to improve call center operations is worth taking. Call monitoring and scorecards top the list. Call monitoring is a feature that allows you…

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