Q&A with Plantronics designers Lead designers Soohyun Ham and Karim Damji answer key questions on how Plantronics created the all-new EncorePro Family. From putting themselves in the customer’s shoes to future gazing, they explain what inspired one of the most advanced contact center headsets available. Where do you find inspiration for your designs? Soohyun: Every process is different but I like to go and interview people. … Continue reading Technology Innovation for the Contact Center Headset
Your customer’s preferences are changing. In the past, their default action would have been to pick up the phone. Now, well they still pick up the phone, but they’re probably using it to get a hold of your automated FAQs. Yet what happens when your IVR can’t address your customer’s issue and your website or social channels aren’t sophisticated enough to provide a resolution? Your … Continue reading Critical Moments of Truth for Customer Service
What kind of brand experience are you providing your small business customers? Does it stand out for all the right reasons – satisfying, delivers on a promise, consistent across every customer touch point and engaging? In “Customers Remember Experiences, Not Your Brand Logo” on Forbes.com, Martin Zwilling asserts that many companies spend more time testing their logo, coming up with snappy marketing phrases and focusing … Continue reading Are you giving your small business customers an engaging brand experience?