Blog

FCR- Are You Making It a Priority?

Aug 05, 2016 David Carrizales FCR- Are You Making It a Priority?

Where does FCR rank in your list of priorities? The role of the contact center is to offer customer services to their clients. The key…

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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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Improve the Omnichannel Experience; Reduce Customer Effort

Jun 17, 2016 David Carrizales Improve the Omnichannel Experience; Reduce Customer Effort

Loyal customers are an asset to an organization, and the secret weapon to win them is offering superior customer experiences. When you focus on how…

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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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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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4 Ways Live Chat Can Improve the Success of Your Online Business

Apr 07, 2016 Jim Iyoob 4 Ways Live Chat Can Improve the Success of Your Online Business

Managing a successful online business is hard work. Although everything operates on the internet, your success hinges solely on whether you can attract customers and…

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5 Challenges in Deploying a Multi-channel Call Center

Mar 11, 2016 Patrick Reynolds 5 Challenges in Deploying a Multi-channel Call Center

To satisfy the connected customer, you need to interact with them through their preferred mode of communication. Some customers want to reach out via phone,…

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6 Ways Social Media Boosts Customer Satisfaction

Dec 31, 2015 Jim Iyoob 6 Ways Social Media Boosts Customer Satisfaction

Customer experience is of great interest to most of us in leadership because we understand the ripple effect of a happy customer and the unhappy…

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Who Should Really Be Listening and Evaluating Your Calls?

Mar 07, 2012 Patrick Reynolds Who Should Really Be Listening and Evaluating Your Calls?

A well-established Quality Assurance program ensures a higher level of customer satisfaction due to improved customer service, which can lead to greater profitability for a…

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Benefits of Investing in an Online Chat Sales Channel

Mar 07, 2011 Jim Iyoob Benefits of Investing in an Online Chat Sales Channel

The online behavior of the consumers is fast changing as companies continue to grow and provide services online. According to Forrester Research, the online retail…

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