Captivating Millennial Buyers

Digital natives, generation Y, “selfie” takers, millennials: call them what you will. This demographic of customer is a force to be reckoned with. Millennials have a need for immediate satisfaction and have extreme expectations. If unsatisfied, they are the first to jump on Twitter and let the world know. They are valuable customers with lots of buying power and are ... Read More

Exploring Customer Service in Startups

Nothing provides you with the opportunity to try on multiple hats like working for a startup. Even though each person may be assigned a different title, most days everyone does a little bit of everything. In this kind of environment, it can be difficult to provide consistent customer service. As you try to grow and scale your business, it is ... Read More

Bring In Your Parents Day

On Friday, November 20th, we hosted our first ever Bring In Your Parents Day! We wanted to give our parents a chance to see where we work, and learn a little bit more about what we do in our second homes. Throughout the day, we showed our parents around our office, introduced them to our coworkers at a wine and cheese reception, ... Read More

CX a Critical Success Factor in 2016

Personalizing the customer experience (CX) has been on the radar of most consumer-centric companies and executives over the last 12 months.Whether it be streamlining the omnichannel experience to become more nimble to how customers want to be served and communicated with, or using big data to drive a more individualized shopping experiences, the way brands win with their customers has ... Read More

Chalkboard Conversations at SOCAP AC 2015

This year’s SOCAP Annual Conference was held at the Diplomat Resort and Spa in sunny Hollywood, Florida from October 18-22. We had the pleasure of not only attending many fantastic sessions, but hosting our own, entitled “Customer Engagement: Aligning Inside to Win on the Outside”. This interactive session was presented by Matt Wheatley, our VP of Customer Experience, and Sean ... Read More

Customer Service Week 2015

Customer Service Week took place October 5-9th, 2015 and we celebrated this year’s Everyday Heroes theme with popcorn & karaoke, cake & coffee, a chili cook-off, and a superhero photo shoot. We recognize that our success is due to the contributions of each employee, and we are so thankful for our amazing team! To see more photos of our team enjoying Customer Service ... Read More

What Customer Service Week Means to Us

It’s that time of year again! Customer Service Week is in full swing, and we thought we would take the time to share with you what Customer Service Week means to us. In order to celebrate the hard work our team members put in each day, we decided to participate in this year’s Customer Service Week theme Everyday Heroes. Aside ... Read More

What’s Your Why?

“He who has a why can endure any how” – Fredrick Nietzche Most people can tell you what they do, but are not able to clearly explain why they do it. Your why is the driving forcebehind your business. It conveys a passion to your employees and customers, keeps you focused, and motivates you to stay on track when the going ... Read More

Focus on the Firsts: Humanizing the Employee Experience

Psychology and Culture Monitoring contact center retention and fostering well-performing agents is an ongoing battle companies face. Incentives, social activities and coaching sessions drive performance and help identify stars. The ideal is to develop these individuals, help them grow into Team Leaders and future Managers of your existing teams. This cycle continues with new agents joining your team while existing ... Read More

How to Create Social Communities to Accelerate Customer Care

Have you ever stopped to think about the impact your existing customer base has on your business, especially when it comes to the effect they have within social communities? Passionate customers carry a resounding voice on social platforms like Facebook, Yelp, TripAdvisor, Reddit, etc. Even though customers own the dialogue and influence buying decisions, brands are still challenged in knowing ... Read More