People are busy, often going from meeting to meeting at work, chasing after their kids, running errands, or out and about with friends and family. Moments when they have to get in touch with the customer service call center of a company is met with dread, because they don’t have the time or energy to call, wait on hold, and be passed around from one customer service agent to another to solve their problem. Sometimes, even a simple phone call can seem inconvenient, and the best way to stay up-to-date, or to communicate with a company, is through a simple SMS, or Short Message Service, text message.
Here is why and how your company can implement simple, convenient, and effective SMS call-back technology into your customer service and call center strategy. Continue reading
Text or talk? Voice conversations are still critical, but data shows that the former is becoming a bigger part of customer service interactions. This trend is driven partly by consumer preferences and partly by companies striving to lower costs. Companies are also leaning towards text because of the promise of increased automation, which is easier to do once a conversation has shifted to text.
Everyone involved in customer service wants to understand consumer channel preference. Otherwise, how can you allocate resources between phone, email, chat, SMS messaging and social channels?
Over the past year, there has been growing attention paid to the role SMS might play as part of the contact center mix. One reason for this is there are now several cloud services that provide easy platforms on which to develop SMS-driven interactions, e.g. 
