An Executive Interview with Denis Francoeur, Upland Software
I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed...
Texting Takeover: How to Integrate SMS, Whatsapp and Apple Business Chat into Your Contact...
A favorite axiom of the customer service industry is “to meet customers where they are.” If that’s the case, every contact center should be text messaging with customers.
SMS and newer texting channels like...
Talk Is Cheap… Or Is It?
Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather than to actually do it. I would like to treat...
Quick Tip: Evolving Beyond Automated Alerts
Mention the word texting in a B-to-C context, and most people think of automated alerts. Some text alerts allow for a basic level of two-way interaction (e.g., an appointment reminder alert that asks the...
More Video Chat Considerations
Turning on the camera in the contact center creates a substantial number of questions for management to consider. Yesterday’s post looked at some of the top issues that the adoption of video chat presents.
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Video in the Contact Center
I am not one that jumps on the bandwagon every time something new comes down the pike. Given that, my take on video chat—that it can fundamentally change our contact centers—might be a surprise....
The Mobile Experience Is About Convenience
Consumers are starting to spend almost as much time using their smartphones and tablets as they spend watching television (127 minutes per day vs. 168, according to mobile analytics firm Flurry). Or doing both....
The Impact of Mobile
No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type of phone or a different style of browsing. It is...