Top Customer Contact Central Customer Service Contact Center Content for June, 2013

June, 2013

How to Complain on Facebook and Twitter

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.

Airlines

Airlines Customer Care Interactive Voice Response Accountability

Quality and Consistency Wins Business and Drives Revenues

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.

B2B

B2B Customer Experience Personalization

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Trending Sources

Taming the Beast: 3 Tips for Managing VMS Network Consumption

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

First Call Resolution

Brad Cleveland Blog

JUNE 28, 2013

First call resolution

First call resolution Call Center Contact Center Customer Service

The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

How Kroger Ruined, Then Saved My Daughter’s Birthday!

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

Customer Service Personalization Management

Uber – My New Favorite Company!

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.

Customer Care

Customer Care Management Marketing

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Uber – My New Favorite Company!

Chad Schaeffer

JUNE 29, 2013

Customer Care

Customer Care Management Marketing

Photo Blog From Switzerland

Chad Schaeffer

JUNE 1, 2013

Good morning everyone, how was your week? Hope everyone learned something new and feels good about their contribution at home and at work. You have my sincere thanks for deciding to click on this blog post! Do me a favor, stop and think about the most beautiful place you have ever laid eyes on. I’ve been extremely fortunate to travel to some nice places in my life.

CRM

CRM Marketing Customer Service

Text-to-911 Was ‘All the Talk’ at NENA

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

Technology Management

Five Reasons why Hosted Solutions Make Sense for Public Safety

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.

voip

voip SaaS Enterprise Marketing

What’s Next for Next Generation 9-1-1 in Canada?

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

Telecommunications Banking Best practices Management

Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

First Call Resolution

Brad Cleveland Blog

JUNE 28, 2013

First call resolution

First call resolution Call Center Contact Center Customer Service

Top Trends in Technology

Brad Cleveland Blog

JUNE 21, 2013

Technology

Technology Call Center Contact Center Management

Top Trends in Technology

Brad Cleveland Blog

JUNE 21, 2013

Technology

Technology Call Center Contact Center Management

Building a More Effective Organization

Brad Cleveland Blog

JUNE 14, 2013

Call Center

Call Center Contact Center Management

Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center