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It’s 2012, and if your IVR hold music is lame then get with the program and start implementing some recent tunes that will put your customers in a good mood as they wait on hold to speak to a customer service rep. Music sets the tone for the mood your customer is in, and if […]

Which Industry has the Best Customer Service on Facebook? [Infographic].

There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering an exceptional customer experience. The challenge on both sides is that customer expectations have never been higher for service and support. According to Accenture’s 2012 Global Consumer Pulse Research: 63% of consumers point to service […]

Social networks have been hailed by many enthusiastic social media marketers as the holy grail of customer acquisition, retention, and revenue growth. But there is a gap between how consumers want to engage with companies on social media, and how those companies are using these social networks. Consumers need more than just a platform where […]

This past month and last, I have spent a lot of time with clients and my peers discussing how to measure web self service success.  Many clients get a web self service solution in place and are struggling with understanding how to measure the ongoing success of their implementation using key performance indicators or metrics. […]

Save yourself hours of time and analysis by using this Microsoft Excel template to build the business case for Live Chat For Customer Service.  The online version is below and you can begin calculating the benefits today, while the Excel version enables you to modify the spreadsheet to your needs and includes dynamic graphs to […]

Gartner Analysts predict that by 2015, more than 50% of organizations will gamify their innovation processes.  By 2014, a gamified service for consumer goods marketing and customer retention will become as important as Facebook, eBay or Amazon, and more than 70% of Global 2000 organizations will have at least one gamified application.  Self Service is […]

US Prisons Turn To Call Center Jobs For Inmates, Earn Millions In Labor CostsMany customers are likely not aware that their phone calls to various private and public company’s are being answered by inmates. In fact the programs have been so successful that prisons have all of a sudden been turned into cash centers, earning […]

We added a new Jobs Section to our website that enables our users to easily browse for Customer Service or Customer Experience job openings. This curated database powered by Job O Matic,enables our users to search for Job Openings related to the Customer Service Industry. For recruiters interested in posting their jobs, you can pay […]

The new year is upon us, and like every year around this time – industry thought leaders look back at the year in review and look forward at what will happen in 2012.  Below are some of my 2012 trends around the Customer Experience Software market.  In particular, I am focused on the trends that […]

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