Getting out of summer doldrums

Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere might be inching its way out of summer doldrums, it appears that omnichannel customer service is not getting out of it, according to the recent Forrester survey of 10,000 consumers, sponsored by eGain. Here are some details on the doldrums. A majority of consumers rated customer service as “about the same” or “worse”…



Changing the game

How can the voice infrastructure enrich and be enriched by digital engagement capabilities, both simply and effectively? The answer’s omnichannel platform.



You need the shopping cart and the findability horse to move product on the web!

Web retailers justifiably focus on reducing shopping cart abandonment. Real-time customer engagement tools like proactive offers, chat, and cobrowse can surely help here, and so can best practices outside technology. However, you need the shopping cart and the findability horse to “move” product (no pun intended) in a big way. Shoppers go through three distinct steps in their purchase process when they are on a website—find the product they need, decide or select among alternatives (including not buying), and buy….



What keeps health insurers up at night regarding PPACA (and how they can go from insomnia to Rip Van Winkle!)

The Patient Protection and Affordable Care Act (PPACA), aka ObamaCare, is going into effect on January 1, 2014, with health insurance exchanges (HIX) slated to open on October 1, 2013. When we polled health insurance executives recently about what keeps them up at night regarding PPACA, they ranked reaching and acquiring new customers as the top concern (40%), followed by answering consumer questions about eligibility, policies, and procedures (23%), and scaling customer service cost-effectively over time (23%). These challenges also represent opportunities—insurance carriers and hybrid carrier-providers that leverage…