• September 24, 2018

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Rocket Community Cafe Community Customer Care Events

IBM InterConnect 2015: listening to our customers

Providing “exceptional customer care” seems like a no-brainer, but I’m always curious by what that term means to people. It goes back to the old saying, “actions speak louder than words.” We are all in the service of others – it’s what makes this world go around, and what differentiates us is how we choose […]

Events User Experience

IBM InterConnect keynote: Smarter process–reinventing business operations in the digital era

One of the best things about attending a major IBM conference is having a chance to hear some of the world’s leading experts share their opinions about how technology can transform business. IBM InterConnect 2015 is more than living up to its billing thanks to an all-star panel discussion, Smarter Process: Reinventing Business Operations in […]

Customer Care Technology User Experience

How we reimagined the customer care experience at Rocket

In 2012 we made a big change at Rocket. We had a problem: customers were getting lost in voicemail land and not able to reach us the way they wanted to. So we had a novel idea–do away with automated menus and replace with them with real people answering calls. Bottom line – we wanted […]