Dan Moyle July 1, 2020 We’ve explored the familiar territory of thinking about your website and CMS from a marketing perspective. Then we moved into newer territory with sales. Now we head into a really new area for most brands: Thinking about it all as a customer experience platform from a service perspective. Let’s start … Continue reading Rethink Your Website: The Service Side of a Customer Experience Platform
Brian Johnson June 29, 2020 Brands are constantly on the hunt for the newest way to personalize their customer experience. These days, it’s so imperative to treat your clients as individuals, not a part of a vast marketing segment. In fact, about 60% of consumers expect a tailored experience, according to a recent Salesforce study. … Continue reading How Localized Engagement Can Benefit Financial Service Brands Personalization Strategy
Julien Rio — May 29, 2020 Reasons why Instagram should be on the radar of all customer service teams and strategies. In January of this year, Instagram celebrated its 10th birthday and has amassed over 1 billion active users, positioning itself as a defining influencer tool and useful for visibility engagement. The opportunity to converse … Continue reading Why Should You Consider Instagram for Customer Service?
Critical Competencies needed for work at home vs brick & Mortar Stores A widespread and ever-increasing trend within the contact center industry is to allow service representatives to handle customer contacts from the comfort of a home office. The growth of this virtual contact center workforce begs at least two questions: what are the key … Continue reading Must Have Critical Competencies: Work from Home vs Brick & Mortar Service Representatives
Sharanvarahan Satyanarayan — April 22, 2020 Whenever an organization decides to implement a field service solution, its immediate focus will be to remain competitive and manage their long term strategic goals. During the implementation phase, there will be multiple challenges that will make these organizations lose focus as such implementations will bring out their deficiencies … Continue reading The Challenges of Implementing a Field Service Solution
Sonya Gankina — April 10, 2020 The last few weeks have turned the world on its head. You may be working from home. Or social distancing with your family or roommates, working on solutions for your business. You might have had to make really hard decisions lately. You may be feeling uneasy or stressed, or … Continue reading How to Survive the COVID-19 Pandemic as a Service Business
Paul Selby — April 3, 2020 The COVID-19 pandemic continues its spread. Healthcare workers around the globe are taking heroic measures to treat those affected as scientists seek to contain it. Though life has radically changed in many ways, holding on to some sense of normalcy remains the goal, including continuing to work. Yet with … Continue reading 3 Ways to Keep Customer Service Agents Working From Home Engaged
Rohit Viswanathan — March 10, 2020 Your customer service team plays a vital role in keeping clients happy and enabling business growth. From dealing with varying degrees of customer emotions to putting the required effort into solving problems as quickly as possible, it can be a very demanding job. If employees need to perform at … Continue reading How to Create the Ideal Shift Schedule for your Customer Service Team
Deborah Sweeney — February 28, 2020 Small businesses have several forms of intellectual property available to protect their assets. However, if you are new to business it’s possible you may mix up the definitions of these terms and understanding their functions. Not sure what the difference is between the three phrases? Let’s take a closer … Continue reading What’s the Difference Between Trademarks, Service Marks, and DBAs?
Christa Tuttle — January 24, 2020 Once you’ve asked the essential questions and have decided to move forward with a product/service launch, you want to create a plan that has the greatest chance for success possible. Considering that 19 out of 20 newly launched products fail, it’s important to proactively assess your launch from every … Continue reading How to Successfully Leverage a Research Panel for Product or Service Launches