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Contact Center

News, advice, and thought leadership from Harte Hanks

  • 3 Components of Best-in-Class Social Support

    3 Components of Best-in-Class Social Support

      Social media has become one of the BIG THREE customer service channels—especially in B2C—joining phone and email to form the triad of support modalities. But customers have high expectations,...

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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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  • Elevate Your Contact Center Through Smarter Agent Workspace

    Elevate Your Contact Center Through Smarter Agent Workspace

    This is my third blog post on contact service solutions this month. This blog series has been designed to help our readers understand and create “smarter customer interactions” including...

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  • Tips to Create Smarter Customer Interactions Using Innovative Technology Solutions — The Voice Channel

    Tips to Create Smarter Customer Interactions Using Innovative Technology Solutions — The Voice Channel

    Last week, I published a blog post to help our readers create smarter customer interactions from a custom experience standpoint, including recommendations on customer support websites. This week,...

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  • Tips to Create Smarter Customer Interactions Using Innovative Technology Solutions — The Customer Support Site

    Tips to Create Smarter Customer Interactions Using Innovative Technology Solutions — The Customer Support Site

    A few weeks ago, I participated in a webinar with CRM magazine, and discussed how to create smarter customer interactions and more effective contact centers. I have dedicated the last several...

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  • Building Customer Loyalty Through Integrated Customer Experiences

    Building Customer Loyalty Through Integrated Customer Experiences

    Long gone are the days of achieving customer satisfaction and loyalty by simply selling them a good product. Now more than ever, it takes consistent positive brand interactions, from consideration...

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  • Creating Contact Center Efficiencies through Workforce Management

    Creating Contact Center Efficiencies through Workforce Management

    Last month, I attended Call Center Week in Las Vegas and shared my thoughts on the key trends coming out of the show. There was a lot of chatter about how new technologies are helping to create...

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  • New Technologies & Enhanced Efficiencies: Key Themes at Call Center Week

    New Technologies & Enhanced Efficiencies: Key Themes at Call Center Week

    Last week, thousands of customer service executives gathered in Las Vegas at the 16th annual Call Center Week. There are many reasons why Harte Hanks attends this global, premier conference for...

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  • Social Customer Support: Happier Customers, Lower Costs

    Social Customer Support: Happier Customers, Lower Costs

    When you think of customer support, you probably think about calling into a contact center. But I’m not a big fan of the phone–and I’m not alone in this sentiment. As early as 2012, we’ve been...

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  • Should Your Contact Center Get Stuck in the Clouds?

    The short answer is yes. It should. Let me tell you why. Cloud technology is the new standard on the scene these days, but making the transition can also be a bit of a challenge for small to...

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  • 140,000 Customer Success Stories in San Francisco

    What is the tie-in between San Francisco, 140,000 and the term ‘customer success?' The answer: Dreamforce 2014. Rumor has it that this year's Salesforce user event in San Francisco had 140,000...

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  • Why the Omnichannel Customer Journey Must Be a Smooth Ride

    Why the Omnichannel Customer Journey Must Be a Smooth Ride

    We’ve all suffered a frustrating service or support call. Maybe you’ve called your auto insurer to follow up on a claim, and had to repeat your address and phone number or retell the story you...

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  • Demand for the Demand Waterfall: Your Colleagues’ New Sophistication

    Demand for the Demand Waterfall: Your Colleagues’ New Sophistication

    Something exciting is happening in demand planning. It’s subtle, and quiet, more of a “slow burn” than a wildfire.Our new B2B call center partners are showing a remarkable sophistication. Fewer...

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  • Provide Show-Stopping Support: 4 Benefits of Outsourcing Customer Service

    Provide Show-Stopping Support: 4 Benefits of Outsourcing Customer Service

    Entrepreneur recently featured an infographic about the “skyscraping cost of bad customer service.” According to the graphic, an estimated $83 billion is lost by U.S. enterprises each year as a...

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  • Outsourcing Customer Service: Call Center Week Round Table

    Outsourcing Customer Service: Call Center Week Round Table

    By: Lisa Figura I recently conducted a lively round table discussion at Call Center Week 2014 around some of the myths about outsourcing customer service. I asked the attendees to share their...

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  • 3 Ways a Contact Center Can Help with Funnel Optimization and Lead Conversion

    3 Ways a Contact Center Can Help with Funnel Optimization and Lead Conversion

    By: Nicole Bump Management has assigned lofty revenue goals to your marketing team. Now you need to deliver.  I bet your first reaction is not to partner with a contact center. While many...

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