Imagine you’re in a heated game of Pictionary, when all of a sudden, you get the word “brand”. What would you draw to win the game?
When a lot of people think of branding, they think of free pens given away at career fairs and conferences, or expensive Super Bowl ads. But a strong brand is so much more than that. It’s the name, design and personality behind a product or service. It’s what sets a company apart from its competition.
The customer service industry is moving fast – really fast. Every time you turn your head, there’s a new way for customers to get in touch with their favorite brand. Email, live chat, Twitter and Facebook; the possibilities are endless compared to the in-person and over-the-phone customer service offered 20 years ago. But if you really think about it, what has really changed in customer service in the last 20 years? In the last 50 years?
No, not those big white puffy things in the sky! The trend of contact centers moving from on-premises solutions to cloud-based solutions is significant and not to be ignored. In fact, 3/4 of contact center companies have either already integrated or are planning to integrate cloud-based services into their operations. Woopty doo! But what does it all mean, Basil?