1-866-454-0084 request a demo

 
When It Comes to True Voice of the Customer “Old” Is Not Always “Gold”

When It Comes to True Voice of the Customer “Old” Is Not Always “Gold”

Posted on June 14, 2013 in Blog, Web Self Service

In this next installment of our Customer Experience blog series, we reflect on one of the most popular sayings in our culture which is “old is gold”. Our culture places a lot of value on ‘oldness’, so to speak, because …

read more
The 2013 Executive Report on Customer Experience Has Arrived!

The 2013 Executive Report on Customer Experience Has Arrived!

Posted on June 7, 2013 in Blog, Customer Service Software

Customer Management, a division of IQPC, recently published their Spring 2013 Executive Report on Customer Experience. The report surveyed 146 customer management leaders, via an online questionnaire, over a six week period starting in December 2012 and ending in January …

read more
IntelliResponse Takes Center Stage at Finovate Spring 2013

IntelliResponse Takes Center Stage at Finovate Spring 2013

Posted on May 29, 2013 in Blog, Web Self Service

IntelliResponse delivers powerful 7-minute presentation on Virtual Agent technology at Finovate Spring 2013. Watch it here! During our last round of events and conferences, our team was hooked up to the caffeine IV! The 47 coffees weren’t so necessary this …

read more
Are Dinosaurs Really Extinct? Modernizing Traditional Contact Center Operations

Are Dinosaurs Really Extinct? Modernizing Traditional Contact Center Operations

Posted on May 23, 2013 in Blog, Customer Service Software

As children, we were taught that dinosaurs started to go extinct 65 million years ago, due to a massive asteroid impacting the earth. I’m not trying to insinuate that the extinction didn’t happen, because it did. What I do find …

read more
Building on a Firm Foundation: Self-Service via the Omni-Channel

Building on a Firm Foundation: Self-Service via the Omni-Channel

Posted on May 17, 2013 in Blog, Knowledge Management

In my previous blog posts, we looked at the heavy price companies paid for offering poor web self-service, as well as the inadequacies of old school self-service tools like FAQs and site search. While the web is an amazing channel …

read more
Where Good Customer Service Goes to Die: The Problems with FAQs and Site Search

Where Good Customer Service Goes to Die: The Problems with FAQs and Site Search

Posted on May 15, 2013 in Blog, Online Self Service, Virtual Agent Software

You have an amazing website with top of the line graphics and award winning content. You’ve managed to intrigue your customer (a good sign!) and now they’ve got questions, so they head on over to your FAQ page. The ‘Frequently …

read more
  • FOLLOW US