All posts tagged two way communications

Keeping Pace with Changing Expectations – The Ingredient for a Positive Customer Experience

by Mary Cook on March 17, 2011 in Call Centers, Consumer Svcs, Mary Cook with No comments
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Providing a positive experience for customers while also managing costs is one of the most vital, yet biggest challenges for any company. However, driving positive customer interactions and reducing costs do not have to be mutually exclusive goals. It just means communicating with consumers the right way at the right time. By creating a customer experience strategy that leverages consumer preferences, multi-channel communications and automation technologies, you can keep costs down while delivering results to your customers – the ultimate ingredient for a better ROI. Continue reading →

Top Call Center Trends to Watch Out for in 2011

by Mary Cook on February 4, 2011 in Call Centers, Mary Cook with No comments

We all know that in order for a company to succeed in the future, it has to stay on top of emerging trends.  The following list highlights some of the things I think the call center industry has to look forward to in the upcoming year.  Call centers have obstacles to overcome and triumphs to celebrate. Continue reading →