New Study: Cloud-Based Contact Centers Outperform On-Premise
The Aberdeen Group recently published a research paper comparing Year-over-Year results of Cloud vs. Premise contact centers based on company revenue, customer retention, and profitability. It is...
View ArticleBill Shock - SMS Alerts Are Still Not Enough
A couple years ago the FCC announced they were about to issue regulations requiring mobile carriers to take steps to reduce mobile bill shock, such as sending SMS messages to customers about to exceed...
View ArticleImprovement Through Experimentation: Don’t Be Afraid to Fail
Thomas Edison once said: “If I find 10,000 ways something won't work, I haven't failed. I am not discouraged, because every wrong attempt discarded is another step forward.” Experimentation is by its...
View ArticleThe Perfect Blend: Live Agents and Proactive Outreach
Our business was founded on the premise that proactive automated communications can offload much of the day-to-day interactions that businesses have with their customers and can be just as effective as...
View ArticleAn Apple A Day – The Right Blend of Agents and Technology for Stellar...
In the past, call centers have been known to operate in geographies that offer low-cost real estate and a good labor pool. However, with the explosion in cloud services, that model is being pushed...
View ArticleProtecting the Customer’s Blind Side
I’ve been watching a lot of football lately and seeing a quarterback get ‘blindsided’ is painful. Hits that come from either side, without any warning or view, are the very worst and often lead to...
View ArticleA “Call” to Action – Customers Want More Proactive Messages
There is no easy approach to managing proactive customer care. Add strict regulatory compliance issues to the mix and you have handed a full blown challenge to your customer service department. There...
View ArticleDon’t Be Satisfied, Keep Raising the Bar
Cause and Effect: Letting Results Be Your Guide – Part 2 So, now you have embraced a culture of experimentation. You’ve tested a few theories and found success. What next? Be greedy. Keep pushing for...
View Article2014: The Year Technology Took over the Customer Relationship
As we close out the first month of 2014, we’ve seen dozens of technology predictions from analysts, media and businesses – everything from the rise of robots to the demise of the desktop. As Varolii...
View ArticleIs there light at the end of the TCPA tunnel?
Michael O’Rielly, who was made a commissioner at the FCC just four months ago, has wasted little time before confronting one of the largest problems facing companies today – compliance with the...
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