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Infographic: Customer Service Investment Currently Experiencing Travel Delays
You might have one or two last minute getaways planned but for the most part summer travel is winding down. I’d like you to think back on your recent travel experiences. Were you able to get the...
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Dusting off Customer Data
It seems like organizations have been collecting and analyzing vast amounts of complex customer data for ages – there’s a reason we call it ‘Big Data.’ But thanks to the Internet of Things (IoT) and...
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Improving Patient Experience is a Hard Pill for Healthcare to Swallow
Healthcare has been hit hard by policy, technology and regulatory changes. Compounding these industry upheavals, patient expectations have grown exponentially – and, for the most part, have not been...
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Part 2: Blurred lines Between Bank Branches and the Contact Center
Continued from Part 1: Dissolving Brick and Mortar Bank Branches Although the bank branch is becoming less relevant to customers for simple transactions because on-line banking is subsuming many of...
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Part 1: Dissolving the Brick and Mortar of Bank Branches
Drive through any town in the US, whether large or small, and you will undoubtedly see striking edifices occupied by branches of banks. They are part of our American heritage, symbols of confidence and...
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Are Millennials Tech Savvy or Tech Dependent?
Kids today…are they really tech savvy? They’re always on their phones, using cool apps, making videos and coming up with things like Uber to make life easier. As a function of their near-constant use...
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Consumer Engagement in the Self-Service Economy
If prompted, the vast majority of us can all share a personal story about a recent customer service experience. And I’m guessing the vast majority of those stories involve some level of...
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Infographic: Making it Through the Millennial Customer Service Maze
Entitled. Tech-dependent. Social media-obsessed. When you read these words are you picturing a Millennial? This group of 80 million strong may have gotten itself a bad reputation from the older...
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SXSW – The High Performance Life
The magic of The High Performance Life (THPL) is that all of the effort that you put in along the way to improve your performance in Life, Learning or Fitness does indeed come together to create great...
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Is Your Contact Center Catering to Millennials?
The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing...
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INFOGRAPHIC: Six “Super Agent” Customer Service Resolutions for 2015
Hey, it’s Erica! Greetings from the “agent” side of the customer experience! If you’ve been following me on Twitter or Facebook this past year, you know how much of a blast I’ve had giving shout-outs...
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Three Ways to Step Up Proactive Engagement With Your Customers
A recent study conducted by International Data Corporation found that 25 percent of smartphone users couldn’t recall a time when their phone wasn’t in the same room with them. 79 percent of users...
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Meet the New Aspect at SpeechTEK and CRM Evolution NYC
Voxeo has been sponsoring SpeechTEK for a long time, but this year’s event will be a first. Not only are we the Diamond Sponsor of all three conferences (SpeechTEK, CRM Evolution and Customer Service...
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Is Telecommuting a Good Idea?
How much could you and your company save through telecommuting? As an employee, besides the obvious cost of gas, there is also the money saved on car maintenance and, hours of productivity gained that...
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Internet of Things, Part 2: New Business Models are Reshaping Industries
In the first installment, I defined the Internet of Things and shared a brief history of the developments that hold so much potential―not just for companies but also in how we all approach our lives....
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A Two-Step Process for Evaluating On-Demand Considerations
As contact centers evolved from call centers, the need to manage an increasing number of contact channels has driven the creation of a highly complex operating environment. In fact, it is this...
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New Directions in Vendor Relationship Management: A Customer-Centric Approach
Clothes that remember the last time you wore them? Phone apps that work together to schedule travel, create budgets, and send reminders? These concepts are certainly still in the future, but they are...
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The Internet of Things: How it Will Transform Customer Experience
Gartner shared its top ten trends for CRM at a summit earlier this year, and the Internet of Things came in second (big data was first). To understand the promise that the Internet of things holds for...
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SXSW – The High Performance Life
The magic of The High Performance Life (THPL) is that all of the effort that you put in along the way to improve your performance in Life, Learning or Fitness does indeed come together to create great...
View ArticleClik here to view.
Is Your Contact Center Catering to Millennials?
The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing...
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