Mobile Marketing

5 Jobs for Tomorrow’s Customer Service Team

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Last summer, I wrote an article for InBlurbs called “5 Jobs for Tomorrow’s Marketing Team” that explored how trends in marketing will affect recruiting and staffing in the future. The post received so much feedback, we decided to revisit the idea this year through the customer service lens. I rallied some of the biggest names […]

Online Reputation

The Debate Results: Will Technology Kill the Call Center?

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Last month, I told you about an upcoming online debate called: “Will Technology Kill the Call Center?” Research firm Software Advice moderated the event earlier this month with a panel of call center and customer service technology experts from IntelliResponse, Drumbi, Avaya Inc. and Etech Global Services. The 45-minute discussion was hosted in a Google+ Hangout […]

Online Reputation

Will Technology Kill the Call Center?

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Customers love instant gratification of call-in service. Until recently, that’s what phone service got them. But these days the majority of people have tired of extended holding, automated prompts, unhelpful agents and getting lost in a sea of transfers. Couple this with new technologies for better, faster self-service and you’ve got a change a brewing […]