Make Them An Offer They can't Refuse Thanks to the proliferation of connected devices - PCs, phones, smartphones, tablets, games consoles - consumers across all demographics now share a common trait: they are empowered. They now have the freedom to choose how they interact with companies, brands...
In this business it's not uncommon to encounter customer care professionals that question the intelligence of making large improvements to their IVR applications. Many view themselves as visionaries, so investing in a twenty year old technology is not high on their priority list. Their attention...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
04-27-2012
Filed under:
Filed under: customer experience, customer service, IVR hosting, call center, customer care, IVR, multichannel, natural language, mobile app, mobile enterprise, hosted, cloud
The advance of smartphones and the avalanche of mobile apps are forcing enterprises to rethink their customer care services. Where do mobile apps fit in? How can they complement contact centers to provide and user-friendly customer care, allowing customers to interact directly with the enterprise and...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
03-26-2012
Filed under:
Filed under: customer experience, contact center, mobile phones, customer service, mobile care, call center, customer care, multichannel, mobile app, mobile enterprise, mobile
You’ve been talking to your cell phone for years, but it’s always been to the person on the other end. Thanks to a new breed of smartphone applications – or “apps” – there’s a good chance that some of your future conversations will be with the phone itself. You’re...
