The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
For generations of customers and customer support representatives alike, the experience of trying to work together to resolve a problem over a phone line has often been extremely frustrating and unsatisfactory even when ultimately successful.  I remember countless episodes from my own days many years ago as a support rep, telling customers “Now enter this command, and then tell me…

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The process whereby a company selects contact center technology tools, such as a case management system, is clearly broken. The deck is stacked against success. The functionality that is most needed, that would help centers to be run effectively and profitably -- and their customers to be properly served, is not even being offered. It's time for a change, a new approach. What the industry needs is a better way to select and deploy customer contact center management technology, one that will be focused on profitability and enable authentic customer centricity.

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