An earthquake with a moment magnitude of 7.8 or 8.1 Ms and and a maximum Mercalli Intensity of IX (violent) ripped through Nepal on 25th April at 11:56 NST. It is said to be the most powerful natural disaster to strike Nepal since the 1934 Nepal Bihar earthquake. Approximately 4300 people are believed to have died […]
Twitter DM: A Revolution in Call Center Communication
Twitter has become one of the critical channels to drive customer loyalty and satisfaction. Customers today use Twitter to complain, escalate issues, get opinions from peers, and ask for help. Many people like Twitter for its ease of access and its inherent simplicity as a communication channel. News about Twitter upgrading its direct message (DM) […]
Retention: Comcast & Sky Redefine Customer Service
Two companies with recent incidences of poor customer service: Comcast and Sky have had their call center habits thoroughly lambasted. They have had cases where customer retention specialists forced unsatisfied customers to endure lengthy calls trying to convince them not to cancel their services. In these two cases, instead of canceling the customers’ services as requested, the customer service […]
How to Succeed like Meerkat & Periscope
“Don’t text or tweet during the show. Just live your life. Don’t keep telling people what you’re doing!” Comedian Louis C K begins his gig at The Beacon Theater (Manhattan) with this profound announcement. And even though he followed up his announcement with the equally profound “because your phone lights up your dumb faces”, it’s […]