Stand Up to Cancer – Team Pictures

On Sept. 5, 2014, 24-7 Intouch was proud to support the Stand Up to Cancer live televised event by providing phone support for donation calls during its airing. The telethon raised $109 million to support cancer research. To see more images of our team supporting the event visit our Facebook page.

SOCAP International Webinar Series

“In order to compete effectively with many of today’s leading brands, it’s necessary to have a global presence and strategy in place,” said Marjorie Bynum, Vice President, Education & Communications at SOCAP International. “This topic is a common and important one for the Consumer Care industry and within our SOCAP community. We’re pleased to have two experienced, global brands, speaking ... Read More

Voice of the Customer Vs. Voice of the Agent

Contact centers have embraced the channel revolution. Over the past decade, we have seen the early movers adopt emerging channels from chat and mobile to the complexities of social media. With the rise of new channels, many thought voice calls would decline. However, customers are still relying on phones to communicate with customer service departments. Due to this trend, contact ... Read More

Digitizing the Customer Experience

I recently had the opportunity to attend Customer Response Summit Toronto, held by Execs in the Know, June 16-18, 2014. The show featured lively discussion amongst customer experience professionals from nearly every industry vertical. One of the highlights of the conference, was a behind-the-scenes tour of the Sport Chek Retail Lab. Sport Chek, FGL Sports’ premier sporting goods retailer, has ... Read More

How to Help a Customer in 140 Characters or Less

As customers are relying on Twitter to ask questions and file complaints, brands are taking notice and making the right efforts to engage and provide customer service. A recent report by Simply Measured shows that 32% of brands now have dedicated customer support handles and there is a 63% increase, quarter-to-quarter, in the number of brands that send over 50 ... Read More

Set up for Success: How to Build a Winning Social Dream Team

It’s playoff season in the sports worlds of hockey and basketball. Teams strive to win and add pieces during the offseason to become a “playoff” contender. Is the team with the most talented players a sure bet to win? Not always. In sports, there’s more to winning than talent alone. You may have a group of players who are passionate ... Read More

Social Care: Not Only for Millennials

The time of savvy social users is no longer a question of when you were born. It’s not about being a millennial or having access to a computer. The mandatory possession and use of smart phones and tablets keep us connected. Social media is now truly becoming a widely accepted communication channel to communicate to brands, and have a voice to ... Read More

Delivering Aligned Customer Experience Across All Channels

Our team recently returned from the Astute Solutions’ 2014 Customer Conference, which took place February 25-28 in Las Vegas, Nevada. Matt Wheatley, Director of Customer Experience at 24-7 Intouch presented, “Delivering Aligned Customer Experience Across All Channels,” which focused on omni-channel integration, maximizing the SaS cloud environment from Astute, and the integration of the Astute ePowerCenter 9.0 for agent assist. ... Read More

Olympic Parallels – The Future of the Customer Experience

The 22nd Winter Olympics opened Friday, February 7, 2014 in Sochi, Russia. This year’s games features 2,900 athletes from 87 countries. Forty thousand people had the opportunity to watch the Opening Ceremony live, while 31.7 million watched the time delayed coverage in the U.S.A. on NBC alone.Millions more around the world will tune in over the course of the next ... Read More

Using VoC Data: How to Improve Customer Surveys

Customer surveys are meant to be a measure of the Voice of the Customer (VoC). If executed correctly, they can validate the things you are doing well, and expose areas for improvement. Surveys can be a valuable tool in measuring customer satisfaction, however, as the number of channels continue to grow, it is important to constantly evolve your customer survey ... Read More