• July 21, 2018

Customer Care

Community Customer Care Education Events Music

Rocket Gives Back to the Community – Community Day 2017

  I have been looking forward to Rocket Community Day all year long. Since joining Rocket 11 months ago, I’ve heard many things about this favorite annual volunteer event; stories of coworkers crawling into soup kitchen ovens, others who worked out retired greyhounds, or decorated children’s hospital floors, and some who cried through 5 hours […]

Rocket.Build Lab Community Customer Care Events Music Rocket.Build User Experience

Rocket at 25: celebrating community during our annual Leadership Summit

We just wrapped up our annual Rocket Leadership Summit last week in Boston. This year’s event involved 370 Rocketeers, five parallel tracks, dozens of customers and partners, an entire day dedicated to Community, and a Music Festival. You can get a flavor of our week by checking out our @Rocket Twitter feed and reading some […]

Rocket Software Phone Calls Community Customer Care Events Rocket.Build

Pick up the phone!

In the software business we focus so much on the ones and zeroes that we can forget the most important thing: people. In fact, despite the fact that Rocket Software has created hundreds of technology products, we are still in the people business. That’s because our success depends not on just having great technology, but […]

CAsh Customer Care Technology User Experience

The Hidden Costs of Application Unavailability

When a technology application or system goes down, it can be fairly easy to calculate the cost in terms of lost productivity, IT support, and the effects on the bottom line (missed service level agreements). But what about the hidden costs that don’t show up on the balance sheet? Most of us don’t even think […]

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 […]

Community Customer Care Events

Attending IBM InterConnect? Here’s your chance to meet with CEO Andy Youniss and the Rocket team.

The Rocket team will be in full force at this month’s IBM InterConnect event, and we’d like to invite everyone to stop by and visit us in booth #1000 for a coffee (or maybe something stronger, depending on the time of day). We also have some limited opportunities for attendees to spend time with CEO […]

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 […]