Your browser (Internet Explorer 6) is out of date. It has known security flaws and may not display all features of this and other websites. Learn how to update your browser.
X

How to Create Social Communities to Accelerate Customer Care

Have you ever stopped to think about the impact your existing customer base has on your business, especially when it comes to the effect they have within social communities? Passionate customers carry a resounding voice on social platforms like Facebook, Yelp, TripAdvisor, Reddit, etc. Even though customers own the dialogue and influence buying decisions, brands are still challenged in knowing how to influence those interactions to help promote greater customer insight, balance sentiment and keep the community engaged.

Companies should be strategizing on how they can influence and encourage their customers to participate in social dialogue to not only support your brand, but ultimately become your content drivers and community advocates. Here’s how:

More…

Gamification in Contact Centers

Gamify 04

If you have ever played a video game you probably have a pretty good idea of how engaging they can be. They encourage you to succeed by establishing and achieving goals and rewards, such as unlocking new stages or levels. They also create fun and exciting competition with your peers.

So, how can contact centers employ these features to motivate their agents and keep them engaged? It’s called gamification, and it taps into people’s fundamental desire for competition, collaboration and status through rewards, badges or points, turning work into game-like interactions to stimulate employee engagement. By implementing challenges, contests and achievements in the workplace, employers can encourage their agents to meet their goals, compete to win and become more passionate in their jobs. More…

The 24-7 Intouch Mark Scheifele Hockey Camp and Golf Tournament

IMG_3271

From June 20 – 22, 24-7 Intouch proudly sponsored the Mark Scheifele Hockey Camp and Golf Tournament in support of KidSport Winnipeg. The KidSport organization provides assistance to families who would otherwise be financially unable to have their children participate in sports.

To see more photos of our team in action, please visit our Facebook page. Thanks to everyone who made it possible and congratulations to all involved!

24-7 Intouch Announced as Title Sponsor for First-Annual Mark Scheifele Golf Tournament and Hockey Camp

Scheifele

WINNIPEG, MANITOBA – June 15, 2015 – 24-7 Intouch announced today their title sponsorship of the first annual Mark Scheifele Golf Tournament and Hockey Camp in support of KidSport Winnipeg. The hockey camp runs June 20 and 21 at Gateway Community Centre and the golf tournament follows on June 22, 2015 at Niakwa Golf and Country Club.

More…

Best Practices for Consumer Loyalty

loyalty01

Loyalty defined by Miriam Webster: The quality of being loyal to someone or something. A strong feeling of support or allegiance.

Loyalty defined by consumer affairs: They love us and want to stay, hooray! (but maybe just for today…..)

This was the theme at the SOCAP Canada community spring event held May 28th in beautiful Montreal, Quebec.

The steps to developing consumer loyalty are directly tied to the way we treat the relationship with our consumers and how we meet expectations in an environment that’s always changing. More…

Red Nose Day 2015

 

red nose banner

On Thursday, May 21, 24-7 Intouch was proud to support Red Nose Day by providing phone support for donation calls during its airing. The live telethon raised millions to support children and young people living in poverty all around the world.

To see more photos of our team supporting this great cause, please visit our Facebook page.

Red Nose Day collage

Creating an Authentic Customer Journey

customer-engagement

Consumer centric, authentic, relevant, present, proactive, creepy…these are the buzzwords and concepts shared at the Argyle Customer Care Executive Forum in Chicago on May 7,  2015.  I’ll get to creepy in a minute, but first let me share some viewpoints.

It’s no surprise to anyone, particularly to contact center experts, that our role in the customer journey is transforming, a truly exciting time but a bit uncharted and undiscovered. The advancement of technology and access for consumers to have a direct line of communication both at and to brands means we must fit into the lives of our consumer, not the other way around. Gone are the days when brands can dictate where, how, and when they want to speak to the consumer. The proverbial talking stick has been passed, or perhaps taken by the consumer. This shift is great as long as we in consumer engagement understand the rules. Don’t be fooled though, the rulebook changes every day and we must be ready to adapt.

More…

Employee Engagement vs Employee Experience

empengex-statchart02

We don’t need to see these statistics to know the importance of employee engagement. It’s a common challenge we all face, and something that takes focused effort each day to make a change over the long run. We implement incentive programs, organize social committees, hold office gatherings and more, all in hopes of raising spirits to translate that into improved retention and increased levels of customer service. In short, that’s the ideal.

More…

Make The Little Things Matter

Every company wants a happy, ​engaged workforce and there are numerous studies and research that validate the benefits in terms of retention, experience and overall job satisfaction. Fully committing to an engaged culture with employee experience as a core value and purpose requires relentless effort and focus.

More…

Delivering Moments of Wow to the Connected Consumer

Delivering Moments of Wow to the Connected Consumer

This year’s Spring Customer Response Summit was held by Execs in the Know in Miami, Florida February 8-10. These seminars are all about connecting with like-minded individuals who are obsessed with delivering amazing customer service experiences, or as I like to call it, “Moments of Wow.”

There were many fantastic presentations and key learnings that occurred over the two full days of sessions. The session that resonated with me the most was the Corporate Benchmark Panel, where four top executives* in their respected industries discussed the results of the 2014 Customer Experience Management Benchmark Series by Execs in the Know and Digital Roots,  and shared best practices and insights in customer experience excellence from their own organizations.

Here are three takeaways from this engaging session:

More…