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Jan 19, 2019

4 Contact Center Models That Will Make Your Life Easier

Which framework makes the most sense for setting up and operating your contact center?
Feb 26, 2018

Recall Management Best Practices: 4 Steps to Minimizing Damage

From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.
Jan 02, 2018

Engaging Millennials, Part 6: CPG Brands Must Help Customers Help Themselves

How is this generation re-shaping the CPG industry, and how can CPG brands unify experiences across channels?
Nov 14, 2017

Trust Us, You Need to Know These 5 Contact Center Trends

With so much riding on the shoulders of contact center directors, they need to be prepared for what’s coming next.
Sep 22, 2017

Don't Leave Your Franchisees on An Island: 4 Ways to Manage the Relationship

It is in every brand's best interest to be focused on supporting your store locations from the start.
Jul 12, 2017

How to Use Technology to Protect Your Brand From a Crisis

In every Consumer Relations professional’s perfect world, crises don't exist. Unfortunately, life's not perfect.
Jul 07, 2017

5 Ways to Get 5 Stars by Responding to Online Reviews

Despite the crucial role of reviews in the purchase process, many companies still dedicate little or no time to them.
Apr 07, 2017

Every CRM Analytics Expert Should Track These 6 Metrics

A robust contact center CRM records terabytes of customer data, tracks countless metrics, and provides advanced analytics. If you know how to make use of it all, you’ll have a powerful tool at your disposal. But gathering that information is pointless if you don’t know what’s important…and why.
Feb 06, 2017

Sales Force Automation vs. CRM Software: What's the Difference?

Sales force automation (SFA) is a specific type of CRM (customer relationship management) software, used primarily by B2B companies. The most common type of CRM software for B2C companies, on the other hand, supports customer engagement in their contact centers. Which one is right for your needs?
Jan 24, 2017

7 Deadly CRM Sins That Mean It's Time to Switch

Having agents who are knowledgeable, professional, and well-trained is a step in the right direction. But consider a crucial element: your CRM system. The software you choose ultimately makes the difference in the consumer experience. Rather than simply collecting data, your CRM should help you build relationships with your customers.
Dec 20, 2016

Knowledge Management in the Call Center: 6 Ways You're Getting It Wrong

Today’s consumers want answers, and they want them now. When they contact you for support, they expect to be served by someone who knows your products and services inside and out, but for most companies, that involves more memorization than even a Jeopardy champion could handle. So what are you doing wrong? Here are six best practices for using knowledge management in the call center to make every agent an expert.
Nov 29, 2016

5 Tips on Embracing Chat in Customer Service

As a brand, customers want you to value their time and to communicate in a meaningful way -- and chat can make that happen. If you are left wondering why you should care or what using chat can bring you, there are several benefits. Customers want to know they can trust you, and you want to have their brand loyalty. Chat can help lower the barriers to first contact, increase conversion, and help brands develop genuine relationships with customers.
Nov 14, 2016

What Is Consumer Engagement?

It’s not enough to just talk about your brand and hope it gets noticed—statistically, it won’t—you have to talk TO someone. You have to do more than get and keep their attention; you must also convince them to take an action in response. In other words, if you’re not engaging consumers, you have very little hope of turning them into loyal customers.
Oct 03, 2016

Spotlight on FSMA: What You Need to Know

After years of drafting, public commentary, and waiting periods, the FDA has published seven FSMA regulations, two of which were put in effect this month. Read on for a quick overview of the Food Safety Modernization Act and its implications for customer service professionals.
May 06, 2016

Goodwill Abuse: How Customer Fraud Can Cost You Big

It's likely that the majority of customers who contact you for help are doing so in good faith. And your agents are trained to make customer satisfaction a priority, so they will do their best to resolve the customer's issue and make them happy. But time and time again, companies fall victim to fraudsters who abuse the trust of your customer service agents and exploit the gaps in your CRM technology for their own gain.
May 05, 2016

Does Your Customer Experience Strategy Need a Tune Up?

Getting from satisfying to stellar doesn’t happen overnight—it takes thoughtful and proactive planning. With a customer experiences strategy that turns dissatisfaction or indifference into delight, you can increase your market share, generate revenue, and create loyal brand advocates who will help you sustain that growth.
Apr 14, 2016

Are Your Call Center Metrics Lying? 4 Questions To Ask About Call Center Analytics

In the world of customer service call centers, first contact resolution (FCR) measures how many customers had their issue resolved after just one communication touchpoint with a service agent. The related metric of talk time, or how long an agent spends communicating with a customer, is often examined in conjunction with first call resolution rates. However, when analyzed in a vacuum, these two numbers can lead to a dangerous misinterpretation of call center metrics.
Apr 01, 2016

Call Center Best Practices: 4 Things You Need to Know About Customer Loyalty

Did you know it costs at least five times more to acquire a new customer than to keep a current one? Successful companies are prioritizing customer retention, and they’re turning to call centers to lead the charge.
Dec 15, 2015

What Marketers Should Know About Knowledge Management: Part 5

The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.
Nov 28, 2015

Contact Center of the Future: 8 Things to Consider for Seamless Customer Service

Here are 8 current and emerging trends to consider as you map your contact center strategy to deliver seamless customer service.
Sep 06, 2015

Social and CRM: Build a Two-Way Street

Ever had to turn around on a one-way street? You can’t just pull in and turn the other way. Ever had to make three rights, just to turn left? Although seemingly great for traffic flow, one-way streets can, at times, be very inefficient, cause confusion, and quite honestly make you get lost. Much in the same way, a one-way integration for Social and the CRM can lead to inefficiency, frustration and data loss.
May 27, 2015

Is Your CRM Getting in the Way of Great Customer Service?

In the age of the consumer, the pursuit of CRM technology that “does it all” can result in implementing a system that is overly cumbersome for agents.
Apr 02, 2015

3 Signs You Need to Simplify Your Brand’s Social Media Management

Consumers are more empowered than ever to engage with your brand on social media. Unless your brand can adapt to the higher levels of engagement and consumer expectations, it will become impossible to keep up in the complex social media environment.
Nov 17, 2014

Top Social CRM Challenges and How to Overcome Them

With the growing number of social users and the increasing reliance of customers on their social network’s word-of-mouth brand recommendations, now has never been a better time to get your social CRM strategy in order.
Oct 14, 2014

Why CRM Continues to Play a Leading Role in Digital Initiatives

As we approach the final few weeks of 2014, we look back on what Gartner predicted for the CRM market for this year and 2015.
Sep 23, 2014

3 Consumer Driven Changes Coming to Your Contact Center

Changes are coming to your contact centre, are you ready?
Aug 18, 2014

Surprise! SMBs Need CRM, Too

For large corporations, customer relationship management (CRM) software is critical. These enterprises simply have far too many customers with varying needs not to keep their information organized and easily accessible.
Aug 07, 2014

Prevention is Better than Cure for Reputation Management

For reputation management, here are 5 ways to prevent customer service issues.
Jul 04, 2014

7 Lessons in Customer Engagement from Australasia's Most Profitable Airline

From a government bail out to the region's top performing airline within a decade - we take an informal look at the role customer engagement played in the rise of Air New Zealand.
Jun 17, 2014

What is Customer Churn Costing You?

Acquiring a new customer is at least five times more expensive than making a sale to an already existing customer. One of the best ways to limit churn is with customer service that distinguishes you from other businesses.