Archive by Author
Customer Service in the Age of Social Media
June 21, 2011
by Scot Harris
The popularity of social channels for public expression is growing at an astronomical rate. According to Social2B, Twitter users are, in total, generating an average of more than 95 million tweets per day; Facebook has more than 500 million active users, each connected to an average of 80 community pages, groups, and events; [...]
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Consumers Have Adapted to the 21st Century—Shouldn’t Your Customer Service Do the Same?
May 03, 2011
by Scot Harris
The other day, I had to fax a document to a company. None of the other alternatives such as scanning and emailing the document or using a digital signature were acceptable. As I stood listening to the screeches and whirs of the machine while it desperately tried to communicate with the other fax [...]
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Don’t Let Smartphones Increase Your Contact Center Costs – Part 2
April 01, 2011
By Scot Harris
In my post yesterday, I shared my friend’s difficult experience getting help with her smartphone and how smartphone growth is projected to be huge and potentially costly for contact center operations. I also offered some high level thoughts on how wireless service providers can address the potential threat from the smartphone boom to [...]
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Don’t Let Smartphones Increase Your Contact Center Costs – Part 1
March 31, 2011
By Scot Harris
One hour and thirty-five minutes. That’s the amount of time that my friend spent on the phone with a customer service representative from a major wireless service provider trying to determine why and how her smartphone had scrambled her contacts. Apparently she had received a call that displayed the caller on her phone [...]
