Customer Connect Blog
Rethinking customer support in a connected world
Pit Bulls and Field Support

In an earlier blog post, I discussed needing a technician in my home to solve a problem and the impact this has on your margins. However, the level of customer effort involved in having a technician in the home can impact the perception of the quality of support provided. Field support calls aren’t just expensive […]

Playing the Blame Game

I love technology. My friends are not the least bit surprised when they walk in my house and the lights automatically turn on, or when I use voice commands to control a wide range of devices that punctuate my space. My best friend walked into the house over the weekend and to my dismay, my […]

Win Funding For Your Customer Service Project

Free Research Report from Forrester In the age of the customer, customer service must be a cornerstone of a company’s customer experience strategy. Customer service application pros must invest in modernizing their technology, and doing so requires a sound business case. This report, which is part of Forrester’s contact centers for customer service playbook, addresses […]

Drive Revenue, Please Customers By Connecting Customer Journeys

Free Research Report from Forrester In the old fairy tale of Hansel and Gretel, the protagonists used bread crumbs to mark their trail home, but animals quickly ate them, leaving the pair lost in the wilderness. Customers who hop across channels can experience a similarly disjointed journey: All of the “bread crumbs” they leave as […]

Your Truck Rolled Over My Margin

An on-site visit is an instant hit to your margins. A second technician visit may even put you in the red for that customer. The more visits required to solve a single problem means the customer’s level of irritation increases making the job of the technician that much more difficult costing you money and not […]

“Language” is the problem when a new technology hits the mainstream

“Language Alignment” – If you’ve been working in the support world for any length of time, you already know what I mean… you may even have let out an audible groan. When you don’t have eyes on the problem, language itself becomes part of the problem. The phrase “Lingua Franca” has come to mean a […]

It’s not a sale until the customer decides to keep it

Success can actually drive return rates higher for companies that are not prepared to support new purchases. Generally speaking, marketing campaigns focus on sales conversions without considering post-sale problems. In the age of online shopping and the Internet of Things (IoT), the new final stage of the sales cycle is the point at which the […]

The People’s Republic of Tritanopia

If the agent had a way to securely receive an image sent from the customer’s cell phone, the problem would have been revealed. The yellow wire was where the white wire should be and vice versa. But the agent didn’t know that, and neither did the customer. After a few tries at the same instructions […]

It’s Time to Open Your Eyes

From the ancient stories of Perseus and the Graeae to the modern CIA’s Stargate Project, humans have longed for the ability to see far away places and events in real time. The dream of remote viewing is as old as humanity itself. Now that we are all walking around with what is essentially a full-blown […]

Free Forrester Research Report: Transform The Contact Center For Customer Service Excellence

This is the last of our free research reports by Forrester. The link won’t last forever so be sure to click on the thumbnail to download your copy now. Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forrester’s contact centers for […]

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