The 3 Biggest Questions in Social Media Customer ServiceRead

  February 10, 2016 In 2013, a Zendesk Omni-channel Customer Service Gap Survey noted that only 54% of interactions with a contact/call center will be through voice. The remaining interactions will consist of chat, email, and primarily social media. Since then, that ratio has only skewed further towards social media and away from voice. In […]

Omnichannel Needs Provoke Change in the Contact CenterRead

  December 7, 2015 Technology and the internet have infiltrated nearly every aspect of our lives and raised our standards of communication. If someone wants to reach a friend, whether through a call, chat, email, or social media, there are numerous channels by which to contact them. Unsurprisingly, consumers expect that same level of availability […]

Mindsight Named One of 28 UCCE Advanced Technology ProvidersRead

  December 1, 2015 Cisco recently named Mindsight one of only 28 UCCE Advanced Technology Providers in America. This highly exclusive partnership enables the Mindsight engineering team to design and deploy both Packaged Contact Center Enterprise as well as the complete Unified Contact Center Enterprise solutions throughout our service area. Only twenty-eight companies in the U.S. […]

Avaya and Nortel End Software Support for Many Contact CentersRead

  October 21, 2015 Like the industry at large, Avaya has a reputation for innovating at high speeds. Yet, that speed is a double edged sword. While on the one hand, the consumer market enjoys hardware and software advances, increased functionality and performance, and the convenience of sophisticated contact center solutions. On the other hand, […]

Why Creating An Effortless Contact Center Experience Is More Important Than Wowing Your CustomerRead

  July 7, 2015 Earlier this month, I read the book The Effortless Experience, by Matthew Dixon and Nick Toman. The authors compiled some fantastic, real world research that challenged conventional thinking when it comes to the customer experience and customer service. The book provides data challenging traditional customer service and its effect on customer spending, loyalty, and recommendations. The […]

The Millennials Are Coming – Is Your Contact Center Ready?Read

  June 30, 2015 If you read about customer service or marketing, you already know that the millennial generation is here, and they have power. In Micah Solomon’s recent column, 5 Secrets of Selling and Serving 80 Million Millennial Customers, he stated, “The millennial generation of customers is about to take your business by storm […]

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