3 Uses of Customer Service Technology in Insurance

Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the… Read More

A Holistic Approach to Customer Satisfaction

The Buyer’s Journey In marketing there is a lot of talk about the “buyer’s journey.” This is a not-so-fancy way to describe the process by which a person discovers and purchases a product or service. So if we’re talking about buying a car, the journey isn’t the picture on Instagram of someone standing next to… Read More

14 Tips to Get the Most Out of Your IVR Survey

In an era of digital communication and vast social media influence, it has become incredibly easy for consumers to voice their opinions about the companies they frequent, support, or vilify. One disgruntled customer can rally thousands in a matter of hours with nothing more than a 140-character blurb gone viral. Every individual has potential access… Read More

Making Your Employees Happy Makes Cents

A recent New York Times article addressing the working culture at Amazon raised a lot of eyebrows around the country. The general view of major tech companies is one that includes free lunches, on-site gyms, and generous leave policies, like those at Google, Facebook, and Netflix. Perhaps this is why the negative picture painted by… Read More