Recent Posts


Becoming a Social Business: The Three Stages Of Social Customer Service Maturity

Wednesday, September 17th, 2014

When it comes to customer service over social media, today’s customers are more demanding than ever of the companies they know and love. As the social landscape evolves, your customers increasingly expect more from the conversations they are having on social networks like Facebook and Twitter. To meet this new customer expectation, contact center executives polled in a recent survey from Forrester Consulting indicated that improving social customer service is their most pressing short-term priority.

However, although adoption of social customer care programs increased from 12% in 2010 to 59% in 2013, companies are still at many different levels of social media maturity.


Getting Ready for Contact Center 2020

Monday, September 15th, 2014

At the 9th Annual ICUC conference in Orlando, FL, September 23-25, the theme is Innovation Unleashed. Separate tracks for IT and contact center managers, as well as WFO specialist and executives, are designed to give attendees great ideas and strategies for taking customer experience to the next level at their companies.

I had the opportunity to unleash my own kind of innovation when Chief Marketing Officer, Mariann McDonagh, asked me to work with her to create a session titled Contact Center 2020: Envisioning Your Future. The exercise involved thinking about technologies and strategies that may be just becoming available today, and forecasting which of those was most likely to be standard fare six years from now.

child listening

Stop, Collaborate and Listen

Tuesday, September 9th, 2014

An airplane is off course 95% of the time it is in the air and spends the entire flight correcting course. Does your contact center feel like that? Are you constantly “tweaking this” and “adjusting that” only to start over the next day with no time to step back and wonder if you are even on the right route?

Is your company operating exactly the same as it was 10 or even 5 years ago? I am pretty sure the answer is NO. So let me ask you, as your company changes, is your contact center changing proactively or reactively?


Roxanne, can't wait for your session at ICUC to hear how we can kick the "old school" habits!
2014-09-09 13:37:34
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