Support Employees as They Support Your Customers

By Mike Donaldson on 7/22/15 10:30 AM

In a recent whitepaper we identified 12 steps to help organizations achieve customer engagement excellence. The second step is “Support Employees as They Support Your Customers.” Employees who deliver customer service are not only the face of your organization, they often times tend to be the first interaction a customer has with your business. This makes them one of the most important aspects of the 12 steps.

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Make Customer Focus the Business Objective

By Mike Donaldson on 6/24/15 11:00 AM

In a recent whitepaper we identified 12 steps to help organizations achieve customer engagement excellence. The first of those steps is “Make Customer Focus the Business Objective.” While this may seem like a very basic change, it is a very important shift in your organization’s culture that helps create the best possible foundation for the remaining steps.

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Affordable Care Act Open Enrollment: An Industry Insider’s Perspective

By Douglas Eldridge on 11/13/14 1:13 PM

Cammie Blais is currently Vice President of Customer Engagement at Eventus Solutions Group and former Chief Financial Officer of Connect for Health Colorado. She graciously gave some of her time to answer some questions about open enrollment for the Affordable Care Act.

November 15, 2014 marks the second open enrollment period under the Affordable Care Act.  Contact centers are ramping up staff and getting ready for significantly higher call volume over the coming months.  Open enrollment lasts for three months, until February 15, 2015. The logistics behind getting prepared for this period began as soon as last year’s open enrollment was over.  Contact centers in every state, whether they are working with a state exchange or the federal exchange, have experience now and are ready to implement their strategy for an efficient and seamless customer-centric experience.

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NCCCA Cloud-Based Contact Center Solutions Conference Notes

By Doug Miracle on 7/31/14 10:00 AM

Last month I had the pleasure of presenting at the Northern California Contact Center Association’s (NCCCA) “Cloud-Based Contact Center Solutions Conference” held in Sacramento.  Put together to educate industry professionals about the various trends and benefits involved with the latest cloud-based contact center technology, the summer event drew more than 60 attendees from across the region and industry.

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Social Media Command Centers: Marketing or Customer Service’s Responsibility?

By Doug Dostal on 6/4/14 10:30 AM

Over the last few years as social media has grown in popularity so has the social media command center.  Created in an effort for companies to monitor, engage and overall better understand their customers online, these command centers have helped companies interact with their target audience in more interactive and intimate ways than were ever thought possible.  Even with the revolutionary new technology, a major question remains: What department is responsible for customer engagement within the social media command center?  Marketing or Customer Service?

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