The Importance of Context

So you just ordered that brand new movie you were waiting for from your service provider, and you can't wait to start watching it. Awesome! The popcorn and drinks are ready, everyone's assembled, and the lights are dimmed. You select the movie and hit the Play button on your remote.…

Phasing out the ACD

Company self-service web sites and mobile applications continue to improve and provide customers with more convenient ways to order items, troubleshoot an issue or get answers to questions they may have. Almost 58% of customers use the web self-service channel today as their primary form of interaction with any organization.…

Why should I call you anymore?

As the demographics continue to shift in favor of the Millennials, enterprises have to seriously rethink their approach to customer engagement. And soon ... real soon. Currently held wisdom by customer service leaders maintains that the status quo is what most customers want today: specifically, that they prefer to call. Much…

Preparing for the End of the Call Center

At least once in our lives (and most probably more than once) we've had a reason to make a call for assistance. Whether it's 411 directory service, customer service for a product we've purchased or a service we've used,  sales inquiry or the dreaded accounts receivable department, we've connected with…

Québec’s Important Decision

  With the provincial elections now behind it, and the final results being tallied, Québec appears to have given the Liberal Party a clear mandate with a strong 70 seat majority representation in the Assemblée Nationale (Quebec's provincial parliament). Or did they? The 33 days leading up to the election were marred…

Imagineering

Somewhere along the road to adulthood, the incredible ideas we conjured as a child morph to the point where they become either watered down or disappear altogether. What happened? Children know no boundaries when it comes to inventing things. They do not understand current technological limitations and hardly care that…