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Why Mobile? 90% of Text Messages are Read Within 90 Seconds

Feb 20, 2019 7:00:00 AM

Due to their instant access to information, the mobile customer is considered to be incredibly informed. They are also thought of as less accepting of impersonal service than the traditional channel customer. This can lead to higher customer...

7 Ways to Improve Customer Experience and Beat the Competition

Aug 18, 2016 6:00:14 AM

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...

What Can A Mobile App Do For Your Contact Center?

May 27, 2015 12:22:56 PM

Jane uses ACME Auto Insurance and needs to get in touch with customer service because she just got in a fender bender. She's standing on the sidewalk, next to her car and reaches into her purse for her smartphone to contact ACME. Depending on...

Would your Contact Center Agents Role-play as Comic-book characters to Delight your Customers?

Sep 3, 2014 2:28:29 PM

Amazon has known for the high quality of service it provides to its customers.

However, not all instances of great customer service are produced in the same fashion. In a routine chat session about an issue with a book order, one lucky customer...

Is Mobile Customer Service the Next Step for GrubHub, Amazon and Other Online Delivery Services?

Jun 23, 2014 11:00:53 AM
mobile customer service

We took a quick look at several major companies within the food delivery industry and the customer service options they provided to their customer base. We were surprised to see that most if not all of these companies had...

Mobile Customer Service at Hot Topic at Call Center Week

Jun 20, 2014 11:46:34 AM
Mobile Customer Service at Hot Topic at Call Center Week

We're just now getting over all the follow-up discussions from attending Call Center Week 2014 in Las Vegas last week! As we expected, mobile customer service was a hot topic, and our...

Millennials Take Over Spending From Boomers

Apr 28, 2014 6:29:00 PM
A majority of millennials consider a brand outdated if they don't advertise on smartphones.

More and more baby boomers are reaching retirement. Eventually, their spending - some $400 billion annually - will dry up. Not to worry, the millennials...


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