customer service

One of the most successful (and maligned) songs ever recorded was 1974’s “Feelings”. Written and recorded by Brazilian Morris Albert, its success was offset by a number of ongoing parodies. Yet feelings are critical to how consumers evaluate the companies they interact with. Noted industry speaker M…

The financial crisis of 2008 cast a negative shadow on the banking industry. And the series of banking scandals that followed resulted in the public’s loss of trust in banks. “The disconnect between banks and customers has reached a critical point. As this “value gap” continues to widen, many custom…

When building a customer success team and making your case for more investment in the initiative, the most striking misunderstanding you may have come across is that a customer success team is a cost center and just provides really good customer support.  Let’s set the record straight – a customer s…

One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only modest acting success before being cast as the half-human, half-Vulcan in 1964. Among the many attributes Spock had, two relate to the mode…

Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis, and Louis Armstrong among many others. Included in his many contributions to music is his famous half-…

The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus. But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile…

Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still enjoy today. Always looking to impress, I’d listen to the albums again and again looking to memorize the lyrics if the chance for a sing-along ever presented…

Have you ever imaged what your company would look like if you only employed the best and the brightest employees? Midsize business leaders, just like enterprise companies, need to recruit and retain the most capable employees. They recognize that because today’s talent is on the move, the best emplo…

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your cus…