by Doug | Sep 25, 2020 | Customer Service
Three reasons your customers don’t like talking to you A couple of generations ago, when most retail transactions were conducted over the counter of your local store, and much business-to-business commerce was managed if not in person, then by formal letter...
by Doug | Jul 22, 2020 | Customer Service, Industry News, Productivity and Workflow
5 Strategies to Turn Your Inbound Email Requests into Sales Email marketing can either be a miss or a hit. While sending out mass emails to your contact list can give you more chances of stumbling upon prospects and leads, it can also be time-consuming and exhausting....
by Doug | Jul 14, 2020 | Customer Service, Productivity and Workflow
A Brave New World for Customer Service: The Challenges of Managing a Remote Team On the rare occasions that Hollywood portrays a customer service operation, it is typically through footage of a busy contact center, with headset-wearing agents sitting at rows of...
by Doug | May 14, 2020 | Customer Service, Productivity and Workflow
For most businesses it is not realistic for a customer service rep to know all there is to known about every customer. Specialization can be a key to successfully managing complex customer relationships. Account managers are a great way to maintain and strengthen...
by Doug | Mar 18, 2020 | Customer Service, Productivity and Workflow
One of the most significant impediments to effective email management is simply a lack of tools to monitor, report and analyze traffic flow into and out of team inboxes. Real-time visibility into team and agent performance is an important piece for robust email...
by Doug | Dec 9, 2019 | Customer Service, Productivity and Workflow
When it comes to transactional communication, nothing beats the capabilities of email. And in the corporate world, Microsoft Office 365 and Outlook dominate the landscape for email. Many organizations rely on “functional” addresses for emails to specific teams within...
