When reading a recent article on eero, the world’s best-reviewed WiFi system, we came across the great quote "We did anything we could to rip out the complexity and give you an experience that just works."
There are many examples of complexity in...
About Nick Deininger
A few decades ago, when contact centers were relatively new and CRM systems were in their developmental stages, customer service agents only had a select number of ways to communicate with customers.
Your customer’s smartphone can get you ahead of competition. “If companies simply maintain the status quo, their organizations face customer defection. 64% percent [of decision makers] say that risks of not adopting new customer service technologies...
The phone remains one of the most powerful tools for politicians to connect with constituents during political campaigns. Here’s the catch, though: done incorrectly, phone calls can actually have a detrimental effect on a campaign.
Growing a business from the ground up is a bit like raising a child. It starts off small and gets bigger—and increasingly complicated—with each passing year.
It was bound to happen sooner or later: Customers are openly demanding access to seamless multichannel customer service options. They’ve gotten a taste of the good life by interacting with brands that do offer such support, and now it’s becoming a...
Your business just signed an agreement with a client who insisted on a service level target of 80 percent of calls answered within 20 seconds.
There is no getting around a request for proposal (RFP) when searching for cloud CRM software. After all, the RFP is your chance to communicate directly with a large number of vendors and tell them exactly what you are searching for.
As a contact center business process outsourcing (BPO) unit, speed and flexibility are your bread and butter. Customers approach your business because they need problems solved quickly and, as such, they expect you to accommodate them in a timely...
To say that we are in the middle of a mobile revolution is a gross understatement. According to GSMA, five years ago just one in 10 people owned a mobile subscription. Today, mobile subscriptions are owned by half of the world’s population—and an...