Rusty Langford

In his twenty-five plus years in the customer services industries, Rusty has been involved in all aspects of direct marketing and customer management. He is currently responsible for client management for all contact center programs at Harte Hanks. He has a broad array of customer experiences, including traditional customer support, multichannel support (including social support programs), lead management and web-based initiatives for clients like Samsung, Microsoft, Major League Baseball, HBO and Barnes & Nobel.

  • Who Will Be the First to Master Video Customer Support?

    Who Will Be the First to Master Video Customer Support?

    Video as customer support is a deceptively demanding channel. And because it's relatively early on in the gestation, many businesses haven't figured out how to use video to its full potential.

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  • 5 Tips on How to Master Knowledge Base Customer Support

    5 Tips on How to Master Knowledge Base Customer Support

    If you’re able to answer customer questions readily in what more frequently is becoming the channel of choice (web knowledge bases) you’ll be able to reduce costs while also satisfying the customer.

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  • 3 Customer Support Channels You Need to Master in 2018

    3 Customer Support Channels You Need to Master in 2018

    Brands should be sure to master well-established customer support channels before moving on to new and impressive technologies.

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  • Customer Support Channels to Master in 2018

    Customer Support Channels to Master in 2018

    Before moving into new and impressive technologies to improve support and customer experience, brands need to master well-established channels like social, video and web-based support first.

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  • 5 Signs Your Contact Center has You in a Cookie Cutter

    5 Signs Your Contact Center has You in a Cookie Cutter

    Going with the biggest contact center doesn't always mean it's the best. Find out if your contact center has you stuck in a templated approach.

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  • Benefits of a Boutique Contact Center (vs. the Big Guys)

    Benefits of a Boutique Contact Center (vs. the Big Guys)

    Boutique contact centers are nimble, flexible and innovative. Partnering with this type of support organization offers your brand some powerful benefits.

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  • How to Engage Your Organization in Supporting Your CX

    How to Engage Your Organization in Supporting Your CX

    Most of the companies we work with have a difficult time executing against a unified customer experience as different groups within the organization have different definitions and perceptions of...

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  • Four Simple Ways to Amplify Your Customer Support with Social Media

    Four Simple Ways to Amplify Your Customer Support with Social Media

    Social media is quickly becoming a critical factor in augmenting and enhancing your customer support strategy. Last week, I participated in an industry roundtable hosted by CRM Magazine on the...

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