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Contributed Articles

4 Challenges of Customer Self-Service

A new age has dawned for customer self-service. Sustained multi-channel advances, coupled with the mass proliferation of mobile devices mean organizations can no longer get by with restricted service channels and availability. Itís time to get serious about self-service. This article presents the four very real self-service challenges for todayís contact centers.
[Full Article]   Aug-11-2013

 

Contact Center Management Mistakes to Avoid

When speaking to contact center managers, what strikes me most is that there are still some obvious areas that are being overlooked when it comes to finding more efficiency. Some of these areas may yield small improvements, but when you add them all up itís likely significant enough to build a business case to implement new technology to help fix the problem. If youíre looking to up your contact center performance, start by avoiding these 5 common mistakes.
[Full Article]   Aug-11-2013

 

Chief Digital Officer: Hot New Tech Title or Flash in the Pan?

There's a new C-level executive -- the Chief Digital Officer (CDO) -- in the boardroom, charged with ensuring that companies' massive stores of digital content are being used effectively to connect with customers and drive revenue growth. At first blush, an executive title that includes the word "digital" would seem to encroach on IT's territory. Not so, observers say -- but that doesn't mean tech leaders don't need to be prepared to work closely with a CDO somewhere down the line.
[Full Article]   Aug-04-2013

 

Are We Asking Too Much of Our CIOs?

Too many organizations are stretching their Chief Information Officers (CIO) too thin. CIOs are being tasked with managing internal business systems, cloud-based services, big data innovation, data security, and the 24x7 needs of global customers who access company data on personal devices. Effective leadership and management across these areas is possible, but not without providing CIOs with the proper support structures and instituting necessary organizational alignment.
[Full Article]   Aug-04-2013

 

Top 10 Most Amazing Customer Service Stories Ever Told

As customers, we all had our own love-hate moments with customer service. But then there are encounters with customer service that blow our minds. Stories that make us see customer service in a whole new light. This article presents a list of legendary customer service stories, some of them from several years backóa testament that itís stories like these that are remembered and shared over and over again.
[Full Article]   Aug-04-2013

 

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