Joe Rawlinson

MAY 28, 2014

'I recently had a birthday and was surprised to see my email inbox flooded with birthday greetings from companies I’ve done business with. The problem was that many of these emails were a total waste of time. Are you sending useless birthday emails to your customers? Let’s find out. I got two types of emails which are particularly noteworthy.

Banking 141

Banking Personalization 141

Amity

MAY 27, 2014

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. The problem is, I don’t know what to look for or where to start. What should I be looking for? Is there a way to “test” them to see if they have the right skill set?

SaaS 48

SaaS Chief Customer Officer Sales Management 48

TASKE Technology

MAY 25, 2014

Customer satisfaction directly affects the success of your business. To make sure that customer satisfaction remains high, it’s important that you have visibility into interactions between your agents and your customers. Ideally, this visibility is multi-faceted to eliminate the bias to your perception that any individual view could introduce. At TASKE, we provide the tools you need to understand the customer-facing interactions that have occurred in the past, but also, those that are happening

Abandon Call 40

Abandon Call Call Center Sales Customer Service 40

Customer Interactions

MAY 29, 2014

'There are few places where quality service matters more than emergency communications. PSAPs review calls to ensure they’re meeting high service standards and adhering to protocols (a process known as Quality Assurance or QA). Today this involves mainly voice calls. But as NG9-1-1 and public safety broadband come online, PSAPs will become the touch point for handling text-to-9-1-1, video and a whole lot of sensors and data.

Best practices 29

Best practices Telecommunications Feedback Call Center 29

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Brad Cleveland Blog

MAY 28, 2014

“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are connecting faster than ever. Some call it the Internet of Things. Some call it the Internet of Everything.

Technology 20

Technology Contact Center Call Center Customer Service 20