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Raising the Bar for Ecommerce: The Omni-Channel Approach to Customer Experience

Raising the Bar for Ecommerce: The Omni-Channel Approach to Customer Experience

In the last decade, the growing adoption of ecommerce has been swift–and ruthless. Huge retail market players like Best Buy and Toys R’ Us are shutting down huge chunks of their physical locations due to plummeting revenue. Not only is this a result of not embracing ecommerce early in its wave, they are also now competing with ecommerce … Continued

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More Call Centers are Using Social Media for Customer Service – And It’s Working

More Call Centers are Using Social Media for Customer Service – And It’s Working

*This post was guest-authored by Ryan Gould from Elevation Marketing* Instead of assigning social media to a separate department, many call centers are employing social media as an additional – and helpful – customer service tool. Customers, as it turns out, are responding positively. Studies show that that one out of every three customers prefers … Continued

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Understanding the GDPR: General Data Protection Regulation

Understanding the GDPR: General Data Protection Regulation

The GDPR–or General Data Protection Regulation–is a regulation passed by the European Union on April 27, 2016, with an effective start date of May 25, 2018. Officially classified as regulation 2016/679, the GDPR expands upon and replaces the Data Protection Directive 95/46/EC of 1995. It serves as the EU’s effort to synchronize and harmonize laws on citizen and resident … Continued

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Optimizing Call Center Customer Support for Increased Revenue

Optimizing Call Center Customer Support for Increased Revenue

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing … Continued

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How AI, Machine Learning and Automation will Impact Business in 2018 and Beyond

How AI, Machine Learning and Automation will Impact Business in 2018 and Beyond

*This post was guest-authored by Tara Callinan and Jenneva Vargas from Accelo* We are living in exciting and innovative times with futuristic technology literally at our fingertips. But for the longest time, small to medium sized businesses were not serviced by the latest tech trends enterprises have been able to benefit from. That is, until … Continued

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