Posts Tagged ‘customer service’

Giving Thanks for the Powers of the Amazing, Expanding Phone

Posted on: November 25th, 2015 by Max Valerio No Comments

turkeys and phones

So the White House is ready to pardon another lucky turkey just as everyone is fixing to sit down with family and friends and chow down on an unlucky yet delicious turkey and  — give our appropriate thanks!  The holiday season begins officially with the carving of that turkey leg and the clink of Thanksgiving wine glasses as well as the seasonal communication with relatives and friends in far away places.   Today we have so many ways to communicate that there is never an excuse not to, and the good news is that these options are now easier and less costly than ever before.  Of course, this extends to business.  

Customer Service and UC: Many Options for Success

Posted on: November 19th, 2015 by Max Valerio No Comments

Four blank white speech bubbles


Customer Service is an art form, best practiced with resourcefulness, enthusiasm, empathy, efficiency, and good listening skills.  We are famous for our customer service in the USA and people in countries around the world have been trained in many of the techniques that were first pioneered here by people like Dale Carnegie.  Even with these time-tested techniques, new innovations are being created by Unified Communications (UC).  These innovations are being tested on the fly.  Technology always creates new challenges as well as fulfillment for customers.  Classic strategies that have always been effective, like good listening skills, are now finding new ways to be deployed.   (more…)

Empowered Mobility: The Univerge 3C Client from NEC

Posted on: October 20th, 2015 by Max Valerio No Comments

NEC Univerge 3C on tablet


Always innovative and ahead of the curve, NEC has a software-based solution that enables users to communicate intuitively and conveniently.  The Univerge 3C client helps enterprises and small businesses to maintain their competitive edge by providing a complete, software-based IP telephony and Unified Communications and Collaboration solution (UCC) that empowers with reliable, secure, and scalable features.   (more…)

Everyone is watching their Phones: Why you need Interactive Text Response

Posted on: January 15th, 2015 by Max Valerio No Comments

 Business colleagues reading an SMS while in a line  Have you ever noticed that no one looks up anymore when they are on the bus or the subway? There is even a robotic voice that automatically comes on a messaging system warning riders on San Francisco buses to look up and not at their phones when they are riding the bus.   I hear it every day on my commute and still — few look up. Everyone’s eyeballs appear to be glued to their phones, no matter what time of day or night, and nearly everywhere and in any place. (more…)

Even Famous Guys in Red Suits need UC

Posted on: December 24th, 2014 by Max Valerio No Comments

rstock-footage-santa-claus-with-laptop-and-cell-phone    Already Christmas is here and at the North Pole reindeer are getting ready for the big ride across the rooftops of the land, possibly Santa is using Interactive Text Response? (more…)

UC or Unified Communications – What’s the Fuss About?

Posted on: November 18th, 2014 by Max Valerio No Comments

stock-photo-25061883-business-dog-on-the-phone   In an age when choice is ubiquitous and nothing feels entirely certain, when unifying principles appear outdated or at least, unclear – why has the idea of UC or Unified Communications become such a bellwether for technological innovation? (more…)

Click-to-call – a Simple Way to Create Success

Posted on: November 10th, 2014 by Max Valerio No Comments

  stock-footage-smiling-call-centre-agents-working-with-headsets-in-a-bright-office  Want to convert your CRM into a quick dialing call monster?  A sleek call engine that converts a simple gesture, a click, directly into a call, jettisoning your sales and expediting your customer service?  Well, now there’s a way!  (more…)

Interactive Intelligence whips up a PureCloud!

Posted on: October 27th, 2014 by Max Valerio No Comments

  41460_cloud-clouds  PureCloud is here!  Contact Centers, once known for their stodginess, have been getting lighter and more nimble as more of them levitate to the cloud.  Always ahead of the pack, Interactive Intelligence has been in the cloud for many years, offering Contact Centers many services that were previously earth-bound — making sure that those services are secure and reliable.  CaaS, an internal private cloud or single tenant service, has been offered alongside their powerful on-premise solution — CIC or the Customer Interaction Center since 2009.   Now, PureCloud has arrived and is using the speed and power of Amazon Web Services to power a distributed cloud solution.  (more…)

Customer Service goes Mobile: Real just got Realer!

Posted on: October 20th, 2014 by Max Valerio No Comments

stock-footage-mobile-apps   People are always in motion, and boundaries are blurring as communication is no longer tethered to a stationary device called a desk phone.  Location is nearly tangential as people work remotely and don’t have to pay bills with a pen and paper.  Since people can work away from their offices, even at a coffee shop, one may wonder where their “real” office really is.  The age of paper, while it may never entirely fade, has been transformed into the age of at least two kinds of paper: one is virtual, and one you can hold in your hand.  The virtual sheet of paper is just as “real” somehow, as the “real” paper that can be crumbled and thrown into the waste basket or made into a paper plane — or is that really true?  Well, philosophical speculation aside, both are now being joined by another way of communication – the mobile app.  (more…)

Speech Analytics: What are your Customers Really Telling You?

Posted on: October 14th, 2014 by Max Valerio No Comments

Thumbspeech balloons 50369-0Everybody talks or at least, communicates – whether through speech, signs, or text.  Speech is now being analyzed in the contact center in many companies as part of an intelligence mining operation using a powerful and quickly evolving tool — one that is yielding important information for any business savvy enough to pay attention.   (more…)