By Denis Pombriant on November 4, 2013
With all of the attention that’s been lavished on social media and what I refer to as indirect channels, it might surprise you to know that the call center is still the go-to application that customers go to when they need service, but it is. I call the other channels indirect because so often you […]
By Phil Wainewright on November 12, 2010
Mobile, social and on-demand call centers are among the factors that are fundamentally changing the way brand name companies interact with consumers. SaaS vendor RightNow delivers technology to help them harness those trends.
By Mark Crofton on February 16, 2010
Being a good Manhattanite, I’m a ZipCar member/customer. Just had to call customer service because I had an outstanding balance (hey, it’s call “float” – learned this thanks to my fancy MBA). Anyway, I just called the customer support line and a very friendly woman answered the phone and helped me quite quickly. Turns out […]