Statêra is now a Salesforce- and QTC-focused consulting agency. An exciting announcement about our digital transformation practice — including Microsoft consulting services — is forthcoming. More info »

Month: May 2016

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Empathy: The Best Tool for Understanding Users

A user is: a consumer, a customer (or potential customer) and so much more because a user is a person. They’ve had experiences over the course of their lifetime that influence their thoughts, feelings and reactions about a given situation, product or service. As a User Experience (UX) Design professional I’m expected to understand who […]

Omni-Channel Service – Bridging the Gap Between Inbound Service Channels

Today’s Customer Service organizations are trying to invest in new service channels to meet the needs of their consumers. Existing core technologies already handle service originating from Calls, Emails and Web; however recent customer behavior has added Social Media, SMS, Chat, Apps and Voice Chat. The opportunities to engage and serve continue to grow. Omni-channel […]