Featured Forum Posts View All
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Virtual Agents Improve Customer Satisfaction While Lowering Cost to Serve
Virtual agents deliver bottom-line benefits. They can lower cost to serve as compared to live agents, and they can improve customer sat by improving the speed, accuracy, and consistency of the answers ...
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Why Don’t Customers Count in Rural Healthcare?
The voters on the Boothbay, Maine peninsula where I live are engaged in their annual Spring rite of voting and town meetings to discuss and pass their budgets for the year. It’s ...
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Disconnects with Offshore Customer Service
I’m sure you are tired of articles about the Boston Marathon bombings and aftermath events. I know I am, and I live in Boston, in one of the neighborhoods that was in ...
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Flip Your Meetings and Your Classrooms
Recently, I was talking with colleagues about an idea that is taking the education world by storm—the FLIPPED CLASSROOM and I thought, "I should have had a V-8!"
We need ...
Latest Articles View All
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Exploring the Five Customer-Centric Habits
Necessary Qualities for Executives and Organizations
What are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective.
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IntelliResponse Virtual Agent
Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions
IntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy to deploy. ...
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Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items
After your get your marching orders from customers during a co-design session, how do you trigger action? And Operational Debrief. Learn how to conduct one and how it overcomes organizational obstacles.
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Designing Effective Group Meetings
Using Concepts and Techniques of Liberating Structures
Here are some easy-to-follow facilitation techniques that you can try out in your next meetings to promote continuing conversations based on Lisa Kimball’s framework of Liberating Structures. See if they work in ...
