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You Can't Improve What You Don't Measure...

There was a great infographic put together for Zendesk on the true cost of bad service.  I know we have all experienced bad service before, and we always think of the cost in terms of customer loss....

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The Human Brain is Amazing... Are Your Agents Using Theirs?

The human brain is an amazing piece of work.  Ars Technica published a fascinating article on the comparison of the human brain and the world's computing resources.  It got me thinking that we employ...

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Is There Such a Thing as an Average Customer?

I found these pictures by Face Research to be very interesting.  I hope you do too.  I was thinking that if we can take pictures of people and average them together, then I wonder if there is value in...

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Do you Think That Customer Service is Getting Worse? You’re Probably Right...

  Do you think that customer service is getting worse?  You’re probably right...  The ACSI just release the 2010 results of their multi-year study on customer service and found that it is...dropping....

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Queues Aren't Just for Call Centers...

Recently, I was visiting with an inContact customer who was setting up a new queue for their receptionists.  This was challenging during the first day because the reception desk wasn’t accustomed to...

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In the Hot Seat: Differentiation through Customer Support

It's amazing what you can achieve in terms of company growth and differentiation through superior customer service. Mariann McDonagh, our CMO, sat in "Hoffman's Hot Seat" with Tom Hoffman from 1to1...

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The Social Customer Service Experiment

This is the first in a three-part series on the changing needs and expectations for customer service. “Going social” is more than a way to share thoughts and ideas; it is a new way of communicating and...

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So Done With It

I just went camping with a group of friends for the weekend in the Unita National Forest, which is a beautiful mountain range east of Salt Lake City. On Saturday a few of us went on a hike to Heart...

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Integrating Social Media Into Contact Center Workflow

This is the third in a series of blog posts focused on creating a customer service social media strategy. The first entry talked about the social media customer service experiment. The second post in...

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Happy Customer Service Week!

I can’t believe it's “Customer Service Week” again. For me, every week is Customer Service Week, and we should always be looking at our interactions with customers. We should be recognizing our...

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