Opti-Channel Engagement

Beyond the Buzzword: Opti-Channel Engagement

/ Dec 11, 2017

Oh great, you’re thinking, I’m finally getting used to saying omni-channel! "Opti-channel” is much more than a new buzzword—it’s the next big CX differentiator.

Read More

What You Need to Know About Measuring Customer Engagement

/ Nov 09, 2017

Measuring customer engagement should not be limited to "traditional" marketing metrics. Measurement should include customer service metrics such as accessibility, quality, and voice of the customer (VOC).

Read More

From Piggly Wiggly to Chatbots in 100 Years

/ Sep 20, 2017

Chatbots are here to stay. Frank Pettinato traces their history back 100 years to a single grocery store owner's big idea.

Read More

How to Use Technology to Protect Your Brand From a Crisis

/ Aug 08, 2017

In every Consumer Relations professional’s perfect world, crises don't exist. Here are tips for protecting your brand before it becomes a crisis.

Read More

Inspiration for Consumer Care Professionals from Jeff Bezos

/ Jul 27, 2017

The letter from Jeff Bezos included in Amazon.com's most recent annual report is worth a read for anyone working in consumer care.

Read More

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.

Read More

How do you describe the ‘reach’ of consumer care?

/ Jun 20, 2017

Consumer care must remember to frame our work in the measures and language used by other business functions.

Read More

Blog Signup