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Contact Center

3 Components of Best-in-Class Social Support
from Terry Arnold | Fri, Oct 28, 2016 1:32:00 PM,
customers request social support

Social media has become one of the BIG THREE customer service channels—especially in B2C—joining phone and email to form the triad of support modalities. But customers have high expectations, and there aren't many companies meeting them.

Market Reality – Emerging Expectations

What are the emerging expectations from customers seeking support through [...]

Screen Shot 2016-04-20 at 3.11.35 PM

Most of the companies we work with have a difficult time executing against a unified customer experience as different groups within the organization have different definitions and perceptions of what that experience should be. Customer Service tends to have a reactive approach, measuring performance through CSAT, response time, and reaction [...]


This is my third blog post on contact service solutions this month. This blog series has been designed to help our readers understand and create “smarter customer interactions” including recommendations on customer experience technology solutions. This week, I want to share insights and tips on how to improve customer [...]


Last week, I published a blog post to help our readers create smarter customer interactions from a custom experience standpoint, including recommendations on customer support websites. This week, I'll share some insights and tips on how to improve customer experiences through the voice channel.

Using the Voice Channel [...]


A few weeks ago, I participated in a webinar with CRM magazine, and discussed how to create smarter customer interactions and more effective contact centers. I have dedicated the last several years at Harte Hanks specializing in Customer Experience Support solutions, leading a team of technology experts [...]

Long gone are the days of achieving customer satisfaction and loyalty by simply selling them a good product. Now more than ever, it takes consistent positive brand interactions, from consideration all the way through to the post-sale experience. Outstanding customer support provided through a well-run contact center can strengthen [...]

workforce management in the contact center

Last month, I attended Call Center Week in Las Vegas and shared my thoughts on the key trends coming out of the show. There was a lot of chatter about how new technologies are helping to [...]

Presenting with Intradiem at Call Center Week 2015
Presenting with Intradiem at Call Center Week 2015

Last week, thousands of customer service executives gathered in Las Vegas at the 16th annual Call Center Week. There are many reasons why Harte Hanks attends this global, premier conference for contact center leaders, and this year was the most heavily attended [...]

Social customer support

When you think of customer support, you probably think about calling into a contact center. But I'm not a big fan of the phone–and I'm not alone in this sentiment. As early as 2012, we've been seeing a decline in millennial's use of voice minutes, and we [...]

By Omer Minkara

The short answer is yes. It should. Let me tell you why. Cloud technology is the new standard on the scene these days, but making the transition can also be a bit of a challenge for small to mid-sized contact centers. While the technical change-over [...]

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