Nandita Keeler

reminder app

Maintain a Steady Cash Flow with Outbound and Reminder Apps

Outbound reminders were once exclusively handled by call center agents working from a list of customer phone numbers. While there are still reasons to use agents for some outbound call reminders, increasingly, this form of outreach is being handled by anoutbound IVR. The reason? According to Forrester, live agents can cost up to $12 an …

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survey

How Your Contact Center Can Become the Key Driver of Customer Survey Responses

Well, we’re here, and it’s happening: Back in 2013, Walker Insights made the bold prediction that, by 2020, customer experience would overtake price and product as the key brand differentiator –and today’s customers are reporting that it’s true. Consider the following findings from Salesforce Research’s State of the Connected Customer report, second edition: 80 percent …

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