The Curious Case of Carter Wilkerson

Late last year, 16-year old Carter Wilkerson hopped on Twitter to ask a seemingly innocuous question to fast-food titan Wendy’s: how many retweets would it take to earn him a year’s supply of free chicken nuggets? Playfully, the restaurant’s social media team immediately jumped on the opportunity, tasking the teen with reaching 18 million retweets … Continued


Three Misconceptions About In-House Contact Centers

There’s no debate that having a robust customer service department is integral for success in today’s business landscape. But while this much is certain, there remains a striking divide among customer service executives as to how to provide that support. While there has been a massive migration towards outsourcing of contact center operations, many businesses … Continued


Customer Service Spring Cleaning

Spring is in the air, and that means it’s time to clear out the clutter and do some spring cleaning in your contact center. Take a hard look at everything your team is doing, and re-prioritize to ensure you are doing all that necessary to run a lean and efficient operation. As you perform your … Continued


Teamwork: A Critical Need for Contact Centers

Many contact centers today are operating as siloed environments, where agents show up to work, put on their head sets and start fielding calls until they either break or go home. There isn’t much strategy or planning involved. If your business has fallen into this trap, it’s worth considering shaking up your strategy. When customer … Continued


Achieving An Automation Balance in Your Contact Center

There is no denying the fact that customers today want to be able to help themselves when trying to resolve business issues. According to one study, for instance, 51 percent of customers prefer to have self-service options available on a company’s website. As we move forward into the digital era, though, and automation becomes increasingly … Continued


What’s the Best Way to Scale Your Contact Center?

As a small to medium-sized business, customer service is not a top concern for you right now. All of your customers are being managed by an in-house contact center, which seems to be getting the job done pretty effectively. There’s just one issue: Your contact center has limitations. And right now, it’s not capable of … Continued


Using Influencer Marketing to Generate Sales

Right now, your company is most likely taking a traditional approach to sales by targeting large groups of people at a time. For instance, you may decide that you want to sell to college students. So, you collect data and use it to shape your digital and marketing initiatives in hopes of attracting unique buyers. … Continued


Supplementing Customer Self Service

There is no denying the fact that customers today want access to solutions that enable them to solve problems on their own without the help of a live agent. This trend, commonly referred to as self service, has taken off in recent years and is now a customer service staple for most companies. Self service … Continued


Is Your Contact Center In line With Your Brand?

Imagine you open a can of your favorite soda, and experience a totally different taste from what you expect. You would be confused, and may even contact the company for an explanation — or ask for your money back. Consistency, in other words, is a top need for brands and something that cannot be ignored. … Continued


Use Customer Service to Launch Your Business to Unimaginable Heights

When you first started your business, your goal was never to be a small to medium-sized organization. In fact, you don’t even want to be a large organization. You want to be a massive, highly-profitable and stable enterprise with a global footprint and an impeccable reputation. Many startups today, we are seeing, are setting the … Continued