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
I was asked a question today whilst delivering a webinar. Why isn’t video taking off in the contact centre? Many organisations are trying to personalize their customer experience, to create a better connection with customers. Video is proven to be an engaging content type for marketing, and many companies are also using video as part of their self service approach. So why not real time video? … Continue reading Why isn’t video taking off in the contact centre?
In The Age of The Customer, Delivering Good Customer Experiences Is The Key To Success There is an increasing amount of information about the importance of customer service. But what are the points to focus on to deliver an enhanced customer experience Forrester Research looked at the top customer service for 2015, we’ve highlighted some of the key takeaways here and added a few thoughts … Continue reading Navigate the future of customer service
Some things are inevitable. Among them is the intersection of your small business social media marketing and customer service. The more you engage with your customers through social media – Facebook, Twitter, LinkedIn – you’ll inevitably find more customers utilizing these channels for service-related questions and comments. The appeal of using social networks for customer service in lieu of the more traditional channels stems from … Continue reading Tips for social media small business customer service
If you are like most successful small business owners, you do more than give lip service to quality customer service. Small business owners know that to set themselves apart from the larger organizations, you need to provide excellent and differentiated customer service. Still it’s one thing to be responsive when a customer requests something; it’s another to make a recommendation because you anticipate a customer’s … Continue reading It’s a win-win when you anticipate the needs of your small business customers