If you run a call center, change is familiar. The functionality and technology is more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different.
Today, most changes to call centers are a response to consumer behaviour, rather than an effort to advance business initiatives. After all, customer happiness and engagement are amongst the most significant drivers behind the image, culture, and success of an organization. In fact, 82% of consumers surveyed by Zendesk in their annual Benchmark Report said they stopped doing business with a company because of bad customer service from call centers. Continue reading
Having an omni-channel contact center is becoming increasingly important as channel options are diversifying and consumers are using more touch-points to interact with companies. Consequently, 
Mark your calendars! 
Fall is in the air, and with it comes the promise of Thanksgiving! Thanksgiving is a time to put aside the cynicism and negativity of everyday life and be thankful for the upstanding customer service interactions that are sometimes ignored in the media in favor of more attention-grabbing negative headlines.
Millennials (those aged 18 to 30) aka Generation Y, are the next generation of customers that businesses need to attract in order to succeed. This generation is set to overtake baby boomers on spending power, and will surpass Generation X soon after that. The challenge is they are so different from past generations that businesses must adapt to a new style of customer service.
Smartphones and other mobile devices are an excellent way for your business to reach out to consumers and build loyalty with them. A recent Forrester study found that consumers who access social networking sites from a smartphone are more likely to engage with content posted by a brand than their PC counterparts.
One of the easiest ways to lose a customer is through a poor call center experience. For example, a survey by YouGov showed that 
“Customer service” is no longer an isolated function for companies. These days, when customer sentiment travels at the speed of social media, it has become part of a larger, company-wide customer engagement strategy.
