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

Gamification in Contact Centers

If you have ever played a video game you probably have a pretty good idea of how engaging they can be. They encourage you to succeed by establishing and achieving goals and rewards, such as unlocking new stages or levels. They also create fun and exciting competition with your peers. So, how can contact centers employ these features to motivate ... Read More

Best Practices for Consumer Loyalty

Loyalty defined by Miriam Webster: The quality of being loyal to someone or something. A strong feeling of support or allegiance. Loyalty defined by consumer affairs: They love us and want to stay, hooray! (but maybe just for today…..) This was the theme at the SOCAP Canada community spring event held May 28th in beautiful Montreal, Quebec. The steps to ... Read More

Red Nose Day 2015

On Thursday, May 21, 24-7 Intouch was proud to support Red Nose Day by providing phone support for donation calls during its airing. The live telethon raised millions to support children and young people living in poverty all around the world. To see more photos of our team supporting this great cause, please visit our Facebook page.

Creating an Authentic Customer Journey

Consumer centric, authentic, relevant, present, proactive, creepy…these are the buzzwords and concepts shared at the Argyle Customer Care Executive Forum in Chicago on May 7,  2015.  I’ll get to creepy in a minute, but first let me share some viewpoints. It’s no surprise to anyone, particularly to contact center experts, that our role in the customer journey is transforming, a ... Read More

Employee Engagement vs Employee Experience

We don’t need to see these statistics to know the importance of employee engagement. It’s a common challenge we all face, and something that takes focused effort each day to make a change over the long run. We implement incentive programs, organize social committees, hold office gatherings and more, all in hopes of raising spirits to translate that into improved ... Read More

Make The Little Things Matter

Every company wants a happy, engaged workforce and there are numerous studies and research that validate the benefits in terms of retention, experience and overall job satisfaction. Fully committing to an engaged culture with employee experience as a core value and purpose requires relentless effort and focus. When you sit down and think about all the elements that go into ... Read More

Delivering Moments of Wow to the Connected Consumer

Delivering Moments of Wow to the Connected Consumer This year’s Spring Customer Response Summit was held by Execs in the Know in Miami, Florida February 8-10.These seminars are all about connecting with like-minded individuals who are obsessed with delivering amazing customer service experiences, or as I like to call it, “Moments of Wow.” There were many fantastic presentations and key ... Read More

Getting Personal: Making Customers Your BFF

The old adage of “you have to work for the best things in life”, holds true when it comes to friends, and also when trying to build a loyal base of customers. According to Forrester Research, “42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.” Frustration often accompanies ... Read More

Do you rue? 24-7 Intouch & rue21 Present Innovating the Agent Experience at SOCAPAC14

WINNIPEG, Manitoba. October 17, 2014 – Matt Wheatley, VP of Customer Experienceat 24-7 Intouch, and Lori Gillin, Senior Director, Store Operations at rue21, will host an interactive session titled,“The Innovative Agent Experience: How rue21 Drives Customer Loyalty,” at the SOCAP International 2014 Annual Conference. The speaking session takes place Monday, October 27 from 11:00 A.M. to 12:15 P.M. The conference runs ... Read More