Text Messaging and the Contact Center

Share:

Do you have a mobile phone?  If I play the odds, it's a pretty safe bet that you do.  The CTIA (who has  a particular interest in mobile phone usage) indicates that 91% of the U.S. population has at least one mobile device.  Furthermore, nearly 23% of Americans have "cut the cord" completely and don't even have a traditional landline. 

The rapid adoption of the mobile phones introduces some intriguing ways to interact with your customers.  The most ubiquitous of mobile phone features is text messaging: short message service … SMS … those tiny little messages we send to one another using just 160 characters.  Of the 285 million mobile phones currently subscribed, over 96% of them are capable. 

Read

When is Technology Inadequate?

Share:

The rule: technology is inadequate when it fails to deliver on business requirements.

Let’s think about this.

In our world, technology has become a key element in delivering quality interactions with customers and prospects, ensuring business success and longevity. It wasn’t that long ago when technology was cast in only a supporting role. Times have really changed.

Read

I Want VoIP but Don’t Trust the Internet for my Contact Center. Do I Have Options?

Share:

As VoIP service gains acceptance and is adopted more and more in the enterprise and SMB space, consumers are educating themselves (either through painful trial and error or being thorough students prior to a deployment) on VoIP in many areas of the technology: equipment, network, providers, and best practices.

What they find in some cases is that they need better reliability, call quality or just peace of mind than what the public internet can offer as a transport network for their customer calls.

Read

What is your Service Preference?

Share:

I was reading on Harvard Business Review's website and in rapid succession I came across Ron Ashkenas' blog post titled "How Simple (and Human) Is Your Customer Service?" and Anthony Tjan's blog post titled "The Best Business Model in the World". I was overjoyed to see these two subjects together because inContact offers a software as a service technology (see Tjan's blog) that helps with what Ashkenas was writing about. 

It would be easy for me to go on and on about the values of a SaaS distribution model for contact centers and likely sometime soon I will, but Ashkenas' blog struck a stronger cord with me.  There is nothing that I find more refreshing than reading about someone like Ashkenas' view on customer service.  He highlights in his blog the different preferences that people have when it comes to customer service and that got me to thinking.

Read

Great Service Through Self-Service? Well … Maybe …

Share:

Would you rather talk to a live agent or take matters into your own hands through self-service?  As with most things in life, the correct answer is "it depends".  It depends on the nature of the transaction (eg, sales, customer service, technical support, etc.)  It depends on the accessibility / usability / availability of self-serve options.  It depends on your personality.  It depends on your technical proficiency.  And frankly, a lot of it depends on your age.

Read

I am Not Going to Leave a Message After Your "Beep"…

Share:

While sitting at my desk the other day I had a question and I knew just who to call for the answer. I made the call and after a few seconds of ringing I was transferred to voicemail. I immediately hung up and called the next best person I could think of for a response. Again, ringing and voicemail. I immediately hung up again. After calling 5 people with the same ringing then voicemail routine I hung up the phone and thought about what I had just done. I didn’t leave a single voicemail. I had five opportunities to leave a message and wait for someone to call me, but I didn’t. Why?

Read

Customer Interaction Specialist

Share:

It is interesting to see the shift of late in the contact center world away from an environment where the contact center agent is the center of attention to where now more and more the center of attention is the customer.

At inContact, I am working to change that mentality as well.  We do some really neat things with contact center solutions and we do them in a delivery model that is innovative and beginning to really gain acceptance.  But our strength is more than just being a SaaS company or delivering useful features.  Our strength is that we are customer interaction specialists.

Read