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Fostering a Healthy & Positive Social Community

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Social media communities, such as your Facebook page or community forum, can provide great advantages to a brand. By encouraging user-generated content, companies are able to build trust with their customers, increase brand presence through enhanced search results, drive sales opportunities and reduce support costs by sharing public responses.

Yet, maintaining a healthy and positive community is an ongoing challenge. With any public forum comes an assortment of voices – raving fans, irate customers, brand ambassadors and spammers. A positive and safe community is not natural, but one that is well moderated.

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Learn, Unlearn

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We often use the philosophy “Learn, Unlearn” to ensure we are delivering the highest quality in every aspect of our business. Immersing ourselves in the unique culture of our clients is an important part of what we do at 24-7 Intouch. We know that brand and culture alignment is especially important during our initial implementation and training process.

With every new client, we start with a blank slate as to what their expectations are. We sit down together and learn everything there is to know about their business, as well as share our expertise in order to come up with the best training plan possible. By the end of the planning process, we have fully absorbed the important elements of the client’s culture and brand. It’s what makes us different and successful.

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24-7 Intouch to Sponsor and Attend Shoptalk 2016!

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24-7 Intouch is thrilled to be a sponsor of the first annual Shoptalk, The Next Gen Commerce Event May 15-18, 2016 at Aria Las Vegas! Shoptalk’s goal is to bring together a community of commerce innovators and redefine how customers discover, shop and buy.

With over 2,600 attendees, including over 360 CEOs and amazing keynote speakers, the conference is sure to be phenomenal. The talk tracks will be heavily focused on technology, and the rapid changes in how people are consuming media.

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What We Love Most About Our Home Is Who We Share It With

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Although it is easy to define a workplace by location, aesthetics and perks, it really is about the people. Let’s face it, no one loves their job ALL the time, but as business leaders we need to create an environment where employees feel challenged and appreciated. We want our employees to think about work life integration, the idea of blending what you do personally and professionally to make both work. By integrating work and life, we create more shareable moments, building relationships that are loyal, helpful and invested in your business.

With Gen-Y and Millennials being the majority of our workforce, we have been focused on supporting their work-life integration with the following in mind:

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Inspiration Needs Execution

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“To me, ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.”
– Steve Jobs

We encourage our teams and partners to push the status quo everyday with new ideas. Equally as important, for our business, is the ability to develop a plan and a team to execute on inspiration. Our goal is to bring great ideas to life through a clear vision, the right people to help, and proper assessment of success.

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The CX Journey is Always Personal – Make it Urgent

 

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70% of buying experiences are based on how the customer feels they are being treated” – McKinsey and Company Consumer Report

Simply stated, but a strong statement. Regardless of what your surveys and data tell you, insight into the customer experience is based on their personal sentiment, information that may not be accurately captured in any report.

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Personalizing the Retail Experience

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Today’s retail consumers expect a seamless experience that provides personalized communication on new products and engaging loyalty programs across all customer service channels.

It’s no surprise that millennials continue to lean towards social media and mobile as their preferred communication channel with retail brands. In fact, 84 percent of millennial consumers have had their online shopping behaviours influenced by social media, with almost half of this group purchasing products online monthly through mobile devices. However, retailers are still struggling with how to engage this audience and understand how to use these channels effectively.

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24-7 Intouch to Attend Frost & Sullivan CC East in Disney World

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It’s the time we’ve all been waiting for — Frost & Sullivan Customer Contact, East! 24-7 Intouch is delighted to be a part of this year’s conference, taking place in one of our favorite places, Disney World. Here’s a sneak peek of what’s to come from 24-7 Intouch at this year’s event.

Steve Muise, VP of Employee Experience, will be presenting “Focus on the Firsts: A New Approach to Employee Engagement and Retention”, an interactive session on employee experience. Steve will share the distinction between employee engagement and employee experience, as well as factors and techniques for engagement and retention. Learn about the driving forces behind employee engagement with Steve’s talk on Tuesday, April 19th at 1:40 pm.

24-7 Intouch will also be hosting a topic table with the theme of “Let’s Get Personal”! Stop by to meet 24-7 Intouch’s VP of  Dedicated Sales, Chris Wallace and learn about the importance of personalization.

Going to Frost & Sullivan this year? Come meet a member of our team!

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24-7 Intouch to Sponsor 2016 SOCAP Symposium in Nashville

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It’s hard to believe that another SOCAP Symposium is upon us! 24-7 Intouch is thrilled to continue our long standing partnership, this year in Nashville, Tennessee. Here’s what you can expect from
24-7 Intouch at this year’s Symposium.

ShadleyShadley Davidson, Senior Manager of Customer Experience, will be hosting an interactive session entitled “One Size Does Not Fit All: The Power of Personalizing Your Customer Experience”. Shadley will focus on identifying key areas where companies can accelerate their ability to deliver innovative personalized customer experiences that will ensure immediate engagement and empowered agents.

“Personalization is a huge part of providing exceptional customer care”, says Davidson. “It’s so important to understand what your customer wants, and then custom deliver that to them. This session will touch upon the company-wide benefits of executing these personalization techniques”.Screen Shot 2016-03-10 at 4.17.42 PM

24-7 Intouch will once again be throwing the party of the year at the Social Finale! The event will take place on Tuesday April 12th at 7pm at Tequila Cowboy – an authentic “honky tonk” in Nashville featuring 9 bars, 3 stages, pool tables, karaoke, and a mechanical bull!

If you’re headed to the conference, please stop by our exhibit booth (#202 & #204) to sit down in our “backyard” and say hello.

About SOCAP International
Founded in 1973, the Society of Consumer Affairs Professionals in Business (SOCAP International) represents a thriving global profession of best-in-class customer care experts across all industries. SOCAP is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business. The Association’s members include vice presidents, directors, managers and supervisors of customer care and consumer affairs from top Fortune/Forbes 1000 companies as well as hundreds of business partner organizations. SOCAP provides the educational tools and professional resources to help its members drive business transformation within their companies.

About 24-7 Intouch
24-7 Intouch is an award-winning Global Contact Center Outsourcer that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care method allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 15 years of experience, the 24-7 Intouch team takes pride in creating a top to bottom brand alignment for clients to create the ideal customer experience. Learn more at 24-7intouch.com

3 Actionable Areas That Influence Employee Experiences

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Keeping employees motivated and engaged remains a top priority for most companies. Budgets are commonly allocated towards incentives to help drive performance and achieve short wins among those competitive team members. These real-time initiatives are necessary, but decision makers may question the impact they can have on engaging an entire team and whether they hold any long-term value.

Looking beyond incentives, consider cost effective approaches that can supplement your incentive strategy to drive motivation. Think about the entire employee experience. The life cycle an employee has throughout his or her journey within a company has important touch points along the way. Put yourself in their shoes and understand what they value and appreciate. Similar to how you personalize your customers’ experiences, do the same for your employees. More…