What’s New in Network Audio?

    Growth in the capabilities of network audio technology has the potential to revolutionize the way in which audio is used in many different situations, from customer experience to security. In this post, we look at some of the hot topics in networked audio. Improved customer experience In the increasingly competitive retail space, merchants are looking […]

      4 signs you’re partnering with the right company

      Are you fully engaged with your customers? According to Gallup, which has conducted thousands of interviews over the years with B2B companies, only 13 percent of customers are fully engaged in their business relationships. This is a revealing and somewhat alarming statistic considering engagement level is a true indicator of how well companies work together. […]

        Why the best technical support treats you like a person and not a number

        At one time, it wasn’t unusual for companies to place more value on meeting customer service metrics—such as time on call, first call resolution, adherence to schedule, abandon rates and average speed of answer—than the type of experience customers had when speaking with support specialists. However, those days are quickly vanishing if they haven’t already. […]

          Rethinking technical support: Why some companies focus on offering great tech services

          People always (or at least should) expect great technical support when they call a company for assistance. Unfortunately, some businesses – despite years of customers yearning for it – still fail to provide consumers with high quality service. Take, for example, a recent Aspect Consumer survey of 1,000 Americans between the ages of 18-65. The […]

            Why you should work with a company that has well-rounded technical support

            FAQ pages, online instructional guides, phone support, videos, live chat and call support. What kind of technical support do your partners offer? If they provide some (or even all) of these choices, they’re on the right track to offering well-rounded technical service. However, many are likely not at that point just yet. These support tools […]

              Queue management, and its impact on customer preference (and profitability)

              Nobody enjoys a queue. At best, we regard them as a necessary evil. At worst, they can be the difference between a sale and an abandoned shopping basket (with customer dissatisfaction guaranteed). In addition to my obvious professional interest, studying how retailers manage the queues in their stores has become something of a personal obsession! […]