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We’re hip deep into Q4 and retailers are scurrying to uncover every last bit of revenue. In the midst of this commercial revelry, the marketing world has been hit with a controversial bombshell, from the venerated Forrester Group. The punch … Continue reading
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Warby Parker’s Customer Service Secret This article, authored by Jordy Leiser, November 19, 2012, contains an impressive amount of information and we hope inspires more companies to take the leap and move from monitoring social media to actively engaging and … Continue reading
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SHIFTING THE LOYALTY CURVE – I just read this most interesting excerpt from the Sales, Marketing, And Communications Practice, Customer Contact Council®. The focus of their paper is what makes customers more “loyal” and they provide a clear differentiation between … Continue reading
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In response to the subject question I found on a discussion board I provided the following suggestions regarding schedule flexibility and thought I’d share them with you here. Let me know your thoughts … Over the past 20 years I’ve … Continue reading
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I have been a fan of Everett Rogers’ theory of Diffusion of Innovations for some time now. Basically, it explains why, when and how new innovations are accepted and utilized by a population. The theory sees change as being primarily … Continue reading
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Analytics Lessons From The Homeless – An excellent article – perfect way to start one’s day. Ray’s daily commute into San Franciso illustrates how a deeper dive is required to truly understand what you observe. By Ray Rivera, Director, Solutions Management, Workforce Planning and … Continue reading
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Where Should a Contact Center Invest in 2013? The Contact Center world is certainly a complex world, with a myriad of issues, opportunities and limited budget. So the question we’re asking you here is where do you or should you … Continue reading