In today’s world, nearly everyone has access to a cell phone and more specifically, a smartphone. A significant amount of time is spent on mobile devices. Mobile phones and their functionality have become part of our everyday lives. In fact, the average American...
Contact centers today support multiple communication methods including voice, text, email and social in both inbound and outbound settings. This omnichannel approach allows contact centers to support all aspects of its client’s business, if needed. With the rise in...
The most significant shift in customer service since the 1-800 number is under way. Credit Unions are choosing to implement business text messaging service to support communicating through text as members have come to prefer this method with other businesses they...
This past week I was thinking a lot about customer experience and what that means from both a customer and business standpoint. From the lens of a consumer, it was pretty easy to recall interactions to classify both good experiences as well as a negative one. When I...
Most business use some form of CRM system to manage their contacts, keep track of and facilitate customer communications. Text messaging becoming increasingly effective and a productive part of an omnichannel approach to business communication, but how are those...
I remember when I was growing up how excited I was when our family got a cordless phone. Then off to college I went and was elated to have a cell phone. Remember how huge and bulky they were? If my memory serves me correctly, it was about the weight of a small...