Chad Schaeffer

JUNE 17, 2013

What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it. I often write about how big companies can improve their customer care in social media and I got to thinking perhaps some of you would be interested to know how to complain or ask a question of those brands on Facebook or Twitter.

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Airlines Customer Care Interactive Voice Response Accountability 54

Horizon CX

JUNE 17, 2013

'I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet.

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B2B Customer Experience Personalization 53

Customer Interactions

JUNE 20, 2013

'Your Video Management System (VMS) is likely the most demanding application running on your network. Chances are no other application takes up more bandwidth. And if you’re recording video 24/7 (like most organizations do) your VMS is eating up even more bandwidth with high bit rate video. Here are three tips for taming the VMS beast. Recorder throttling – By capping the overall bandwidth consumption for each recorder, you can control the effect of each one (and the associated camer

Management 34

Management 34

Brad Cleveland Blog

JUNE 28, 2013

First call resolution 20

First call resolution Call Center Contact Center Customer Service 20

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Chad Schaeffer

JUNE 10, 2013

Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week. My daughter Sophia Rose turned 5 years old. We did the typical summer barbeque, with about 40 of our closest friends and family.

Customer Service 54

Customer Service Personalization Management 54

Customer Interactions

JUNE 13, 2013

'When software as service (SaaS) first appeared on the global scene over a decade ago, it got a lukewarm reception, but its popularity has grown steadily since, as a matter of fact into a multibillion-dollar industry. Just think about it. You use Internet hosted solutions every day – Gmail, Hotmail, YouTube, Facebook, Twitter and LinkedIn, to name a few.

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voip SaaS Enterprise Marketing 29

Customer Interactions

JUNE 6, 2013

'Following the recent FCC announcement in the U.S., it is not surprising that text-to-9-1-1 is on everyone’s minds. And, after attending the What''s Next for Next Generation 9-1-1 in Canada conference, I can tell you it''s equally on the minds of Canadians too. At the conference, I participated in an interesting panel discussion on “Text-to-9-1-1, Video, Images, and Data in a Next Generation 9-1-1 Environment.

Telecommunications 29

Telecommunications Banking Best practices Management 29

Brad Cleveland Blog

JUNE 28, 2013

First call resolution 20

First call resolution Call Center Contact Center Customer Service 20

Brad Cleveland Blog

JUNE 21, 2013

Technology 20

Technology Call Center Contact Center Management 20

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Brad Cleveland Blog

JUNE 21, 2013

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Technology Call Center Contact Center Management 20

Brad Cleveland Blog

JUNE 14, 2013

Call Center 20

Call Center Contact Center Management 20

Brad Cleveland Blog

JUNE 14, 2013

Call Center 20

Call Center Contact Center Management 20

Brad Cleveland Blog

JUNE 7, 2013

Customer Service 20

Customer Service Call Center Contact Center Management 20

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Brad Cleveland Blog

JUNE 7, 2013

Customer Service 20

Customer Service Call Center Contact Center Management 20

Chad Schaeffer

JUNE 29, 2013

I hope everyone’s summer is off to an amazing start. This is such a fun time of year isn’t it? Longer days, kids playing outside, BBQ’s, bonfire’s and even music sounds a little sweeter sitting in the fresh air. What a week! Met with three amazing companies, all with completely different social media needs. The first was interested in strategies to drive more engagement and then more effectively report and quantify the value of those interactions.

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Customer Care Management Marketing 48

Customer Interactions

JUNE 30, 2013

'Having recently returned from NENA, I can tell you that the big buzz this year was Text-to-911. I counted at least five Text-to-911-related sessions, and while walking the show floor I saw a number of products for handling this specific type of multimedia communication. A number of vendors now provide an interface for handling SMS communications at the PSAP.

Technology 30

Technology Management 30