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by Andy Watson

How Businesses Can Maximize Customer Satisfaction With Flexible Staffing Levels – Part One

Adequately staffing a contact center can be a continual challenge. Too few service representatives mean long wait times, abandoned calls, and lost customers. Too many service representatives mean wasted money for the business. If call volumes were consistent every day, every week, and every year, resource planning would be a...


by Andy Watson

Customer Service for the Digital Generation – Part Two

The previous blog post in this series looked at the generational preference for communications. Younger consumers prefer digital channels, but what conclusions and actions should businesses take to future-proof their customer service experience?  Should businesses completely abandon voice? Voice will continue to be a necessary channel for businesses. Digital channels, chatbots,...


by Andy Watson

Customer Service for the Digital Generation – Part One

As discussed in a previous blog post, customer service has evolved from a voice-only channel to include digital channels – SMS, email, web chat, etc. That evolution is due, in large part, to changing demographics and age group preferences. The Importance of SMS Messaging The number and frequency of text...


by Carlos Aragon

Customer Engagement Should Be as Flexible as the Business

Owning a business requires tremendous versatility. The role of the owner can change throughout the day, from making the morning’s first pot of coffee to locking the door before going home. In between those two points in time, the owner may be involved in bookkeeping, appointment scheduling, and service delivery....


by Andy Watson

Connecting Customers for Flexible, First-Call Resolution

A good customer service experience requires customers to connect quickly and reliably any time they have an issue. Businesses have relied on contact center technology to ensure proper and reliable customer service, but many factors can hinder these connections. Sudden increases in call volume, customer error in data entry, and...


by Carlos Aragon

How to enhance business connectivity and availability

The impact of social distancing measures in everyday life is creating challenges for businesses to stay connected with their customers. When many of their employees need to stay home, businesses need to provide anywhere, anytime access to their customers as well as to their service representatives. Although some businesses had...


by Andy Watson

When businesses miss calls, they are missing opportunities

Did you know that half the time a potential customer calls a business, the call isn’t answered? Did you know that 80% of those callers will not leave a voicemail? Consumers don’t want to wait for someone to return their call because patience is scarce these days. The sun set...


by Carlos Aragon

Customers want to message businesses, are they prepared?

People’s need to communicate has driven a fast evolution of communication tools over the last 150 years. From messengers, to mail, and telegraphs, until the telephone made bi-directional human long-distance possible. The convenience brought by the telephone quickly made it a great tool for customer engagement, but for a long...