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Feb26

Warranty, Maintenance and Support

Posted on 26 Feb 2010 by Peter Nees
How would you define these three terms: warranty, maintenance and support?  Many times in conversation I hear these terms used interchangeably.  I’m guilty of it too as there can be overlap in the definition of these terms.  However, I will argue ...[Read More]
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Feb26

Looking to cut costs? Don't do it with software.

Posted on 26 Feb 2010 by Todd Zerbe
I don't watch much public television, but a program caught my eye a couple weeks ago about a company called Zappos, their company culture and in particular the call center.   The program discussed how they threw out their scripting, tossed the w ...[Read More]
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Feb25

Using Social Media to do your job

Posted on 25 Feb 2010 by Tim Passios
I have looked. And looked. But I can't find it anywhere. Using Social Media for doing your job - a complete list! Let me backup for a moment. You see, the genesis for this blog came from discussions that my boss and I have had surrounding t ...[Read More]
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Feb18

Younger Consumers and the Contact Center

Posted on 18 Feb 2010 by Rachel Wentink
According to a study by a telecom technology provider, 60 percent of consumers over 45 are just as inclined to use SMS as to make a phone call with their cell phone. Also, 80 percent of the study participants said they felt that an SMS would be re ...[Read More]
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Feb11

Predictive Dialers Get a Bad Rap

Posted on 11 Feb 2010 by Matt Taylor
When I used to explain what I do for work, I would include something about "an automated dialing product... you know, when you get that call around dinner time with a guy trying to sell you new windows?"  I decided that I needed to come up ...[Read More]
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Feb10

Social Media for Business -- Walk Cautiously

Posted on 10 Feb 2010 by Joe Staples
I'm going to break rank with my marketing peers on this topic. As a B2B marketer about every other thing I read related to my profession has something to do with social media (Twitter, Facebook, LinkedIN, etc.). It seems like every marketer is chasi ...[Read More]
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Feb05

How a Hundred Bucks Can Cost Your Business Thousands

Posted on 05 Feb 2010 by Tom Fisher
As I sit here with my wife at the Detroit airport waiting for our next delayed connection I can’t help but wonder what companies are thinking at the customer contact level when dealing with long term profitable customers. I know that the airline l ...[Read More]
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