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29 August, 2012
Published by John M Perez in Blog, General, Infographics
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 [...]
24 January, 2012
Published by John M Perez in General, How To, Web Self Service Experience
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. [...]
19 January, 2012
Published by John M Perez in General, How To
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 [...]
16 January, 2012
Published by John M Perez in Blog, Customer Experience Best Practices, General
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 [...]
12 January, 2012
Published by John M Perez in Contact Center, General
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 [...]
9 January, 2012
Published by John M Perez in General
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 [...]
20 December, 2011
Published by John M Perez in Blog, Events, General
We have partnered with our friends at the The PenSpot.Com to give our readers and followers an opportunity to get a Customized Executive pen with your name or company logo on it. A $15 dollar value! To be eligible, be sure to Like Us on Facebook, and Like our Promotional Pen Post so that we know [...]
12 December, 2011
Published by John M Perez in General
Just a couple of week’s ago I had the opportunity to represent RightNow Technologies at IQPC’s Customer Experience Exchange in Berlin. My initial mission was to speak on best practices related to Customer Experience and our technology capabilities. This was done through the delivery of a presentation on Social in the Contact Center (Ensuring Consistency across [...]
12 December, 2011
Published by John M Perez in General
Here is an interesting info graphic released by Mashable just the other day revealing facts reported by organization’s on how cloud computing has changed their business. 82% of call companies saved money on their last cloud adoption project. 33% of companies adopted cloud to access information from any device. Very few companies downsize IT after [...]
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Recent Comments
Great list. IKEA has begun to publish videos to aid frustrated home-furniture bu...
Great post here!...
This is a very interesting concept. If companies aren't doing so already, they ...
Sounds great. I'd be really interested in the social media presentation as I thi...
I cannot sign up to become a member, it keeps asking me to answer the question a...