Every day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how employees treat customers, and we know that contact center teams play an integral part in building the connection that drives loyalty. At Calabrio, […]
From Apple’s Macintosh “1984” ad to the soda wars of the 1990s (Pepsi and Cindy Crawford), the dotcom ads of the late 1990s/early 2000s (eTrade wasting $2 million on that dancing monkey), the more recent “Tide Ad” campaign and—from this year—last night’s Brian Cranston-as-Jack Torrance Mountain Dew ad (my personal favorite for this year), the […]
I sometimes ask myself why I didn’t become a meteorologist. Think about it: in what other role can you be incorrect so frequently and still have a job? It’s not like anyone can blame the meteorologist or point their finger at them when they’re wrong. It is, after all, the weather. “Predicting the location and […]
As a contact center leader, you’ve likely been asked at some point how your department uses “the cloud.” And, while most contact centers do leverage one or more cloud-based applications, many leaders still are wary of the limits of cloud security. After all, its very name is nebulous, and even some technical people remain uncertain […]
Have you made your New Year resolutions yet? As I thought about my own, I also thought about the top things contact centers could do to improve in the coming year. As a result, here’s my take on the top five contact center resolutions for 2018. 1. Put your agents first. Research shows today’s contact […]