Monthly Archives

September 2015

If You Had Your Own J.A.R.V.I.S.: What Artificial Intelligence In Business Might Be Like

By | Automation, Big Data & Analytics, Big Ideas, Customer Experience, Customer Service | No Comments

What’s the coolest part of the Iron Man movies? The elaborate fight scenes? The dream team-ups? Tony Stark’s acerbic wit?

At OneReach, some of us think the coolest part of the Iron Man movies is the artificial intelligence that helps power Tony Stark’s armor and business operations. That’s right—we’re talking about J.A.R.V.I.S., Tony’s occasionally sassy but always helpful personal assistant/user interface.

Read More

texting statistics

45 Texting Statistics That Prove Businesses Need to Take SMS Seriously

By | Statistics, Texting | One Comment

Texting has been around for over 20 years, but it’s only now just hitting its stride when it comes to business. Formerly just a way to send silly photos and emoticons (and to some extent, it still is), text messaging is now being viewed as a powerful way for businesses to connect with their customers.

For example, it’s widespread, affordable, real-time and flexible. It’s also brief, preferred, and can be used in any industry to satisfy customers.

What’s not to like?

Read More

All Call Center Metrics Are Important. But Have You Tried Using This One?

By | Big Ideas, Contact Center, Customer Satisfaction, Operations | No Comments

There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result is the same—to make sure the customer is happy.

But what if I told you there was a call center metric that could do nothing but measure a customer’s happiness, one that tracked their satisfaction through every interaction?

There is, and it’s called the Smiley Face Index (SFI).

Read More