Latest Blogs
How Tablets, Smartphones and Connected Devices are Changing U.S. Digital Media Consumption Habits
Thu, Oct 13, 2011
Today’s digital environment is rapidly evolving, driven by the proliferation of devices people use to consume content at home, at work and on the go. With smartphones, tablets and other connected devices, consumers have become digital omnivores – not just because of the media they consume, but also in how they consume it.
The report analyzes the impact of devices that connect consumers beyond the computer, it aims to shed light on the direction of the ever-evolving digital media landscape.
- What is the extent to which these devices have penetrated and are changing consumers’ media consumption habits?
- How do consumers utilize these devices separately and in tandem to access digital content?
- How does one effectively and efficiently reach these digital omnivores in a meaningful way?
The New Conversation Social Media
Tue, Oct 11, 2011
The exponential growth of social media, from blogs, Facebook and Twitter to LinkedIn and YouTube, offers organizations the chance to join a conversation with millions of customersaround the globe every day.
It asks the question what should our company really be doing with Social Media? If you are responsible for your company’s social media initiative, there may be a number of questions keeping you awake at night or eating at you all day long too.
Then perhaps we may have something that can provide you with some help.
It’s a report published by the Harvard Business Review, The New Conversation, Taking Social Media from Talk to Action with information gathered from more than 2,100 surveyed companies, the report provides excellent analysis on how companies are using social media channels and sheds some light on several of these daunting questions.
Despite the vast potential social media brings, many companies seem focused on social media activity primarily as a one-way promotional channel. The report however highlights “effective users” of social media who have capitalized on this media by not only listening to, but analyzing consumer conversations and turn the information into insights that impact the bottom line.
For instance:
- Three-quarters (75%) of the companies in the survey said they did not know where their most valuable customers were talking about them.
- Nearly one-third (31%) do not measure effectiveness of social media.
- Less than one-quarter (23%) are using social media analytic tools.
- A fraction (7%) of participating companies are able to integrate social mediainto their marketing activities.
Only a small group 12 percent of the companies in the survey said they felt they werecurrently effective users of social media. These were the companies most likely to deploy multiple channels, use metrics, have a strategy for social media use, and integrate their social
media into their overall marketing operations.
CREDboard gives contact center, sales and marketing departments ability to update, monitor and respond to customer interactions on Social Media sites
Dont Just Renew Your Contact Center IVR, CIM/CTI Support
Mon, Oct 10, 2011
Doesn’t time fly! Another year is racing by and it’s really easy just to carry on doing what we’ve always done before.
It takes a while to form a habit but when we do, they are hard to break. Now and again it can be really good if we take a look at things in a different light or from a different angle.
Especially when it comes to your support contracts for contact center IVR, CIM/CTI and ACD/PBX. Please don’t just renew your support contract without reviewing the alternatives... It could be costing you money!
Wouldn’t it be great to find freedom from the frustration of being locked in to multi vendor expensive long term contracts that often deliver a poor or expensive service?
What about if you could find a support company that:
- Covers both the platform regardless of the manufacturer and the applications regardless of who wrote them
- Offers Pro-Active monitoring - optimizing your system to run at full efficiency and detecting any issues before they become problems
- Is global and 24 x 7 x 365
- Treats every case as a Level 1 priority
- Answers the phone immediately 24 x 7 x 365 with a skilled engineer ready to help solve your problem
For further information contact sales@psshelp.com or call US 1.877.289.7770 or UK 0800 00124054 www.psshelp.com
Do you know what your customers are really saying behind your back?
Wed, Aug 3, 2011
PSS Gives Brand Owners 14 Further Ways to Help Protect Their “Street CRED” Online
CREDboard gives contact center, sales and marketing departments ability to update, monitor and respond to customer interactions on Social Media sites
With the explosive growth in the number and types of Social Media sites – which now include multimedia (video, audio, picture) venues, industry blogs, and much more–few companies are covering all the bases in protecting their reputations online
TDM to H.323 to SIP and back again
Mon, Mar 8, 2010
We're working on an interesting project for a medium sized cable company. They currently have a Nortel CS1000 located at their corporate office and we are tasked with implementing a SIP based IVR solution from Holly Connects for them.
Standards for the sake of standards?
Tue, Nov 30, 1999
A few years back I was giving a presentation focusing on the standards that are driving next "generation" technologies in the Call Center. The CIO at this particular customer said, "You know what I like so much about standards? There's so many to choose from!" At the time I didn't have a good response or glib comeback, but it got me to thinking about standards as just enablers that (hopefully) make solutions easier... that standards don't solve problems, solutions do.
Deep in the weeds and keeping perspective.
Tue, Nov 30, 1999
Well, it was an interesting day yesterday. Lots to do and little time to get it all done. When the day starts at 6 AM and ends with a final conference call at 11:30 PM it turns into a pretty long day.
Take care of your people so they can take care of business.
Tue, Nov 30, 1999
As happens in any company you cannot have a group of people without anyone having troubles on a personal level. We have that going on right now. Two of our members have had personal issues. One has problems with an ill family member, and that is carrying into an extra time burden on them to support their loved ones. Another has lost a loved one and is helping his family deal with that loss.
Never give up.
Tue, Nov 30, 1999
Another long and busy week is almost over, and on Friday afternoons I usually take a moment to reflect on what I've seen from our customers and our team. You have to share a whole lot of information to make customers happy-sometimes it feels like too much. But I understand that some customers prefer to hear about every nut and bolt while others just want to hear when something gets done.
Inspiration from a customer who cared.
Tue, Nov 30, 1999
Well I thought I had had every kind of call from a customer. Today proved me wrong again. I had a call this afternoon from one of our large customers and he expressed that we were doing a great job for him, but he saw the same people's names coming up on projects so often that he was worried that we would burn out our people. He did not want that to happen on his account.