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Consistent Multi-Channel Support is a Strategic Imperative

Providing consistent support across all channels is not an option for enterprises; it’s a strategic imperative. Enterprises are fooling themselves if they believe that their customers are not aware of...

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Using Customer Value to Distinguish Service Levels

How is your company catering to the specific needs of its varying customers?  Are you approaching each type of customer with a typically identical level of support?  If so, it's time to formulate a new...

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Top Five Ways to Ensure IVRs Don't Irritate Your Customers

When used properly, an IVR can be one of the greatest assets you can have in your customer experience portfolio, but used improperly, it can be one of the greatest irritants to your customers....

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In the Hot Seat: Differentiation through Customer Support

It's amazing what you can achieve in terms of company growth and differentiation through superior customer service. Mariann McDonagh, our CMO, sat in "Hoffman's Hot Seat" with Tom Hoffman from 1to1...

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Top 5 Tips for Making Your Customers Feel Special

I travel frequently between Denver and our corporate headquarters, Salt Lake City and I am a big fan of Southwest Airlines. They are usually on time, have plenty of times to choose from for the SLC-DIA...

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Happy Customer Service Week!

I can’t believe it's “Customer Service Week” again. For me, every week is Customer Service Week, and we should always be looking at our interactions with customers. We should be recognizing our...

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Just Trust Me

There's a lot of chatter this week around the Netflix/Quikster dissolution. I'm not sure if it would have been such a big deal to Netflix subscribers (and the media) if it hadn't come on the heels of...

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Not All Customers Are Created Equal

One of our amazing clients processes refunds for a number of consumer products. When these refunds come in, it is their standard policy to issue their refunds in the form of a cash card. However,...

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Turning a Bad Experience into Repeat Purchase

Holiday shoppers seem to come in many forms - there are the Black Friday shoppers (way to scary for me), the early shoppers (one Facebook friend had all of her presents purchased and wrapped before...

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Implementation Bliss

They say you never get a second chance to make a first impression, and I find that it’s often the little things that make a first impression really memorable. We have a proven methodology for the...

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