Thomas Hebner’s stories
The future of self-service understands the issues customers may have and reaches out to help.

“Do you need me to fix the computer for you?” my father-in-law said in his thick Croatian accent with a gleam in his eye. The joke was clear; he’s in his 70’s, grew-up on an island in the former Yugoslavia, and remembers when the island first got phone lines. He has never taken the time […]

False acceptances and misrecognitions cause a negative impact on customer satisfaction, but the traditional homespun theory of why and how may be misguided.

“An expert must be BOLD if he hopes to alchemize his homespun theory into conventional wisdom.” ― Steven D. Levitt, Freakonomics: A Rogue Economist Explores the Hidden Side of Everything We were looking for a moonshot. Something we could do that would measurably improve customer satisfaction scores and call containment ­- all without a major […]

Helping companies drive new innovations to meet heightened consumer demands for superior customer experiences is critical.

Innovation. Such a simple word that can make or break a company. As Patrick Gray wrote in ZDNet recently, “the heart and soul of a company is creativity and innovation.” I would argue that the soul of the company is innovation but the heart belongs to the customers. Without customers, a business is nothing. That’s […]

The future of the call center will blend the right mix of agent support and intelligent automation technology.

In past blogs, we’ve talked many times about the day when nearly all customer service is automated and consumers will actually prefer it. In this vision of the future contact center, agents and callers will spend more time teaching machines than interacting with each other. It’s easy to imagine a world where there’s a technology-based learning […]

Michigan families get faster response and better service with new NLU call steering solution.

I don’t think anyone would disagree with me if I say family is one of the most important things in the world. And, when your family needs help – a sick child, getting financial assistance – time is of the essence. Unfortunately, many government organizations dedicated to helping families are overwhelmed with a high case […]