Interview with ICMI’s Brad Cleveland

Posted June 22, 2012 by Chris Burgoyne / Industry Interviews, Mobile Applications, Strategy / 0 Comments Interview with ICMI’s Brad Cleveland

Welcome everyone once again to the latest installment of our series of conversations with industry leaders! Today we are speaking with Brad Cleveland, known globally as one of today’s foremost experts in customer strategy and management. He’s the former President of the International Customer Management Institute… Learn More

Mobile is Mandatory

Posted June 8, 2012 by Chris Burgoyne / Customer Satisfaction, Mobile Applications, Contact Center Technology, Strategy / 0 Comments

Mobile is not approaching, it’s already here. CRM managers must respond to the advent of mobile technology with an enthusiastic embrace.  And by "mobile" we refer to a range of technologies that put the Internet, the telephone, specialized software applications, and a synthesis of all three directly (and literally) into the hands of the customer. Smart phones are achieving market saturation much more quickly than previous disruptive technologies. [See the article in MIT's Technology Review.] Customer satisfaction correlates tightly to customer expectations. As mobile technology advances, so too do customer expectations for service via their mobile devices.  Brad Cleveland, (Contact Center Expert, and author of Call Center… Learn More

Adding a Character to Hamlet?

Posted January 9, 2012 by Chris Burgoyne / Customer Satisfaction, Mobile Applications, Contact Center Technology, Strategy / 1 Comments Adding a Character to Hamlet?

In his article, Can Mobile and IVR Avoid a Fight?Leonard Klie makes the point that needed to be made, that  mobile apps are not going to displace IVR. It’s not going to be either or. … Learn More

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