Going Mobile: Creating Experiences that Matter with the Avaya Mobile Experience

/ Oct 14, 2019

Read how C3i Solutions is leveraging Avaya Mobile Experience to provide better customer experience.

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What Difference Does 5 Years Make?: Millennial Channel Preference

/ May 31, 2018

How have Millennial channel preferences for contacting consumer affairs changed over the past 5 years?

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Trust Us, You Need to Know These 5 Contact Center Trends

/ Jun 28, 2017

Contact centers are the face of your brand. They need to understand how to take advantage of current trends, and be prepared for what’s coming next.

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Adverse Events: Not Just a Concern for Healthcare

/ Feb 08, 2017

Frank Pettinato discusses the FDA database which catalogs adverse event and product complaint info for foods, dietary supplements, and cosmetics.

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Transforming CRM through Speech Recognition

/ Oct 13, 2016

New speech recognition technology is evolving the standard of phone call-based customer service.

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Integrate Social Media into Your Customer Care Service Model

/ Aug 09, 2016

Today’s more advanced social customer care activities require coordination among key stakeholders — namely, marketing, consumer affairs and external brand agencies.

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Social Customer Care: National Champion

/ Apr 10, 2015

The following post was adapted from Social Media Customer Care National Champion on johnmacdaniel.net. Congratulations to Duke University. After starting with 68 teams, you clearly are the NCAA 2015 Basketball[…]

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Social Customer Care 2015: Elite Eight

/ Mar 27, 2015

The following post was adapted from Social Media Customer Care Elite Eight on johnmacdaniel.net. As the tournament whittles the remaining teams down to an Elite Eight, as promised in my[…]

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Social Customer Care Sweet Sixteen

Social Customer Care 2015: Sweet 16

/ Mar 19, 2015

The following post was adapted from Social Customer Care 2015 Sweet Sixteen on johnmacdaniel.net. March Madness is upon us, and many of us will be eagerly checking scores and reviewing[…]

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3 Keys to Handling a Product Recall

/ Jan 15, 2015

Despite a company’s commitment to safe production and distribution practices, food recalls and other crisis situations can and do happen. The CDC estimates that every year in the U.S. alone,[…]

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