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Contact Center Best Practices for the New Year
I’m always invigorated by the New Year. It’s a time of new beginnings. I let go of bad habits that crept in during the prior year and replace them with healthy, forwarding, productive ones. On a...
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Does Social Networking Belong in the Contact Center?
Does your inbox fill with invitations to webinars on social networking? Mine sure does. Everyone seems to be talking about it. Why? Americans spend nearly a quarter of their time online on social...
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5 Things We Learned from our Multi-channel Customer Contact Survey
Have you ever wondered: With all the hype around Web 2.0, mobile apps, social media, and the like, what are call centers really doing about multi-channel customer contact? In conjunction with Contact...
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Use Social Media Monitoring to Listen to the Voice of Your Customers
Your customers and prospects have always shared experiences and opinions concerning products and services with family, friends, and acquaintances. They rely on one another when making informed...
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Let Wikis Break Barriers to Knowledge Sharing
Take a tour around a typical contact center, and you’ll likely see a cornucopia of resources that customer service representatives use to respond to caller needs. Along with the usual complement of...
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Use Social Media to Empower Customers and Employees to Help Themselves
In the traditional model of customer support, the contact center and the company’s array of self-service venues are the central means through which customers ask questions, obtain information, provide...
View ArticleLori Bocklund Honored with Lifetime Achievement Award
The team at Strategic Contact, Inc. is pleased to share the news that Lori Bocklund received the ICMI Lifetime Achievement Award at ICMI’s Global Contact Center Awards ceremony on May 4, 2015. Brad...
View ArticleChanges in the Contact Center and IT Call for a New Approach to Technology
Contact centers have matured in their operational requirements and sophistication, as evidenced on a few fronts. Siloed multichannel, multimedia offerings are giving way to the quest for seamless,...
View ArticleDoes Social Networking Belong in the Contact Center?
Does your inbox fill with invitations to webinars on social networking? Mine sure does. Everyone seems to be talking about it. Why? Americans spend nearly a quarter of their time online on social...
View ArticleUse Social Media Monitoring to Listen to the Voice of Your Customers
Your customers and prospects have always shared experiences and opinions concerning products and services with family, friends, and acquaintances. They rely on one another when making informed...
View ArticleLet Wikis Break Barriers to Knowledge Sharing
Take a tour around a typical contact center, and you’ll likely see a cornucopia of resources that customer service representatives use to respond to caller needs. Along with the usual complement of...
View ArticleUse Social Media to Empower Customers and Employees to Help Themselves
In the traditional model of customer support, the contact center and the company’s array of self-service venues are the central means through which customers ask questions, obtain information, provide...
View ArticleLori Bocklund Honored with Lifetime Achievement Award
The team at Strategic Contact, Inc. is pleased to share the news that Lori Bocklund received the ICMI Lifetime Achievement Award at ICMI’s Global Contact Center Awards ceremony on May 4, 2015. Brad...
View ArticleDoes Social Networking Belong in the Contact Center?
Does your inbox fill with invitations to webinars on social networking? Mine sure does. Everyone seems to be talking about it. Why? Americans spend nearly a quarter of their time online on social...
View ArticleUse Social Media Monitoring to Listen to the Voice of Your Customers
Your customers and prospects have always shared experiences and opinions concerning products and services with family, friends, and acquaintances. They rely on one another when making informed...
View ArticleLet Wikis Break Barriers to Knowledge Sharing
Take a tour around a typical contact center, and you’ll likely see a cornucopia of resources that customer service representatives use to respond to caller needs. Along with the usual complement of...
View ArticleUse Social Media to Empower Customers and Employees to Help Themselves
In the traditional model of customer support, the contact center and the company’s array of self-service venues are the central means through which customers ask questions, obtain information, provide...
View ArticleLori Bocklund Honored with Lifetime Achievement Award
The team at Strategic Contact, Inc. is pleased to share the news that Lori Bocklund received the ICMI Lifetime Achievement Award at ICMI’s Global Contact Center Awards ceremony on May 4, 2015. Brad...
View ArticleWith Cloud-Solutions, You Get What You Plan For
We’ve had our fingers on the pulse of cloud-based contact center solutions since the initial offerings came to market. There’s a lot to like about them: features/functions, flexibility, agility,...
View ArticleCloud-based Contact Center Technology Implementation Support
Cloud-based contact center technology is a boon for today’s centers. It provides access to the latest features and functions with increased flexibility and decreased IT burden. Attractive economics and...
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