Articles by Art Hall

While most companies are still in the nascent stages of capturing and engaging their audiences through social media, recognizing the importance of the dialogue has become critical to successful branding efforts. While the unstructured customer data shared on social networks such as Twitter and Facebook provides stimulation for innovative ideas, the product, process improvements and insights...Full Article »

“Social Media is like teen sex. Everyone wants to do it. No one knows how. When it’s finally done there is surprise it’s not better”   -Avinash Kaushik, Analytics Evangelist, Google Social Media ROI has a reputation for being difficult to measure because the benefits extolled by advocates is social media marketing is qualitative in nature. Return on Investment (ROI)...Full Article »

Call Center representatives have some of the most rigid and, oftentimes, unpredictable schedules. For call center leaders, call center workforce management can be an arduous task. This is particularly difficult when accounting for service levels, unexpected spikes in the number of calls received and forecasting call center demand without all of the necessary data and getting the right people in...Full Article »

The impact and opportunities of social media for companies is undeniable. Social media can be integrated as part of a company’s channel strategy, specifically the call center strategy, to promote and sell products, brand promotion and even customer service at a relatively low cost. Many companies such as Coca-Cola, Unilever and Comcast have pioneered the way for other companies looking to...Full Article »

Struggling with ideas on how to engage and motivate your call center representatives? There is one thing that I know from experience—both as a call center representative and an executive call center leader—your call center representatives want to feel valued (as much as they may work our nerves). They are your greatest asset in the call center.    I...Full Article »

Over the last five years, leveraging self-service to drive down costs and improve customer satisfaction has garnered a lot of attention from chief executives looking to optimize call center organizations. Providing quality customer service to quickly become both a competitive and comparative differentiator in the marketplace in which core product offerings are being commoditized is more...Full Article »

Vampire Bats and Customer Strategy A few years ago, I had the opportunity to attend a practitioner-only focus group led by one-to-one marketing and customer strategy guru Don Peppers. We talked about the latest trends in customer strategies, and during the discussion, Don asked an intriguing question: “Does anyone know how vampire bats and human beings are similar?” You can imagine...Full Article »