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Contact Center Slang – You Said What? – Part 3

After attending two fantastic events last month, Frost & Sullivan Customer Contact East and SOCAP (Society of Consumer Affairs Professionals) it was very apparent that online chat,

Live Chat Integration - Part 1

Consumers lead increasingly busier lives with each passing year. Between work, meetings, family, friends, hobbies and socializing (if we’re lucky), balance often seems difficult to maintain.

24-7 Intouch and Unilever to Deliver Think Tank Session at Frost & Sullivan Event

WINNIPEG, Manitoba. April 3, 2012 – Matt Cockell, Vice President of Sales & Business Development at 24-7 Intouch and Jack Sullivan, Operations Manager at Unilever, will co-facilitate a Think Tank session

Pinterest for B2B Marketers

Currently managed by Cold Brew Labs, Pinterest is an online site that allows you to “pin” or place pictures, photographs, information, etc. in an organized and aesthetically pleasing way.

Contact Center Slang – You Said What? - Part 2

I recently returned back to work from the Astute Solutions 2012 Customer Conference. After spending a few days with industry experts, I felt it was time to write the second installment of Contact Center Slang.

Astute Solutions 2012 Customer Conference

Last month, along with other members of the 24-7 Intouch team, I attended the Astute Solutions 2012 Customer Conference in San Diego.

"You Said What?" - Contact Center Slang

Ever had the pleasure (horror more like) of listening in on your network administration team have a conversation about how the contact center actually works? 

You Responded, But Did You Answer the Question?

In a discussion with Martha Brooke, Program Director and Founder of Interaction Metrics, we talked about the importance of providing consistent and transparent communication to the customer.

Viva La Revolution!

As we move into 2012, everyone seems to be in agreement that a significant shift in consumer expectations and buying habits is occurring, and retailers and marketers alike are scrambling to keep up.

Setting Agents Up For Success

Part of providing consistent customer service is having the right people. Once you have them, you have to provide them with the right tools and knowledge to succeed.