Articles
1-800 Contacts uses Apple Business Chat with Cisco to Deliver Customer Care
I love the line for 1-800 Contacts, Delivering contact lenses to people who woke up and realized, “[CURSE WORDS], I’m down to my last pair!” since 1995. It demonstrates their customers’ urgency, with humor, for immediate help from the company. I forgot to pack my contacts several times throughout my…
Cisco Customer Journey Solutions for Contact Centers Now Support Apple Business Chat
If you’re like me, when you’re mobile and want to interact with a brand – for any reason – you want to do so quickly. Even if you have an app for the brand you want to engage with, you prefer fewer steps to get in touch. And many of us want these interactions to be messaging-based with the tools we…
Messaging Helps Informal Contact Center Teams Win
As a parent with two sons active in athletics, I spend a lot of time attending sporting events. I am fascinated with how coaches evaluate the performance of their players to help them improve. At the professional level, coaches use historic data to win. One example is the way a baseball manager posi…
Having Fun with Customer Care: Join Us at CLUS
Fun at work? For me, it’s making stuff customers need. I admit that I have long been a skeptic of the “Fun at Work” movement. It’s not that I don’t like to have fun at work, but “the movement” seemed so shamelessly upbeat and forced. This fun was not natural for me. I was vigorously nodding my head…
Rethinking Customer Care for a Spark(ly) World
Anyone remember The Jetsons or Jetson’s reruns? I loved Rosie, the Jetson’s robot assistant. I dreamed of having Rosie clean my room and bring me snacks. While I don’t have Rosie yet as my personal assistant, it is clear that electronic robots (“bots”) are playing a bigger role in how we collab…
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