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HeidiMiller
Seattle, WA
Social media consultant & community manager helping you build passionate communities online
Interests: new media, podcasting, speaking, hair, gustave flaubert, tom robbins, facebook, grease, asterix, blogging, social media, antiquing, paris, buffy the vampire slayer, babylon 5, european travel, spider robinson, bulgakov, the producers, wicked, renaissance faires, twitter
Recent Activity
Why you should try something new
Posted Feb 27, 2015 at Talk It Up!
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Content Marketing 101
Had a blast sharing a content marketing overview and best practices with the students at Seattle's Foster School of Business graduate class. Ain't it great to influence young minds? :-) Continue reading
Posted Feb 23, 2015 at Talk It Up!
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Four contact center trends you can't ignore in 2015
Posted Dec 14, 2014 at Spoken Communications
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The Spoken 2015 Call Center Report: Telephone Wins and IVR Loses
Posted Dec 2, 2014 at Spoken Communications
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Is your IVR still living in the 80s?
Posted Nov 19, 2014 at Spoken Communications
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Spirit Airlines' new campaign hugs its haters with 8,000 bonus miles
Posted Nov 18, 2014 at Talk It Up!
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Kate--
I always think that one is going to be high on the list, but this study indicated that wasn't the case. Good news is that it's easy to address with an open-ended IVR with Silent Guides in the background. :-)
Top Three Customer Service Complaints and How to Address Them
Customer service doesn't have to be complicated or annoying In this recent video from Consumer Reports, the top three customer complaints relating to customer service are profiled: Waiting too long on hold Can't reach a human Navigating convoluted menus Interestingly, most of these complaint...
Five Things You Need to Ask About Security When Choosing a Cloud Contact Center
Posted Nov 4, 2014 at Spoken Communications
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Eating an Elephant: Analyzing Big Data in the Call Center
Posted Aug 27, 2014 at Spoken Communications
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Six security features your work from home agents can't live without
Posted Aug 4, 2014 at Spoken Communications
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Ask the Developers at Boost
Posted Jul 24, 2014 at Spoken Communications
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Meet Howard Lee, Spoken CEO
Posted Jul 14, 2014 at Spoken Communications
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Five tips to being a kick-butt remote agent
Posted Jun 27, 2014 at Spoken Communications
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Five Steps to B2B Social Media Marketing Success
I had a great time earlier this month speaking to Abhishek Borah's Foster School of Business graduate marketing class on social media and content marketing! And I have to admit that the inquisitive and whip smart young minds gave me... Continue reading
Posted Jun 27, 2014 at Talk It Up!
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It takes two to tango: marketing and customer service in the contact center
Posted Jun 11, 2014 at Spoken Communications
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Will the new ad formats ruin Twitter?
Posted Apr 17, 2014 at Talk It Up!
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What a diamond earring taught me about Zen
Posted Apr 10, 2014 at Talk It Up!
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How JavaScript rocks the call center and why you should care
Posted Apr 3, 2014 at Spoken Communications
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RTFM at Ignite Seattle
My first Ignite Seattle talk was fun! I had a fantastic time speaking at my very first Ignite Seattle last month. While I do a great deal of public speaking, the home town crowd and five-minute time limit had me... Continue reading
Posted Sep 26, 2013 at Talk It Up!
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8 Things I Learned from 8 Years in Podcasting
Secrets from a podcasting geek I am very much looking forward to this afternoon's talk on podcasting at the Emerging Media Conference! Thanks to the fabulous Jenn Matthews for inviting me to speak on one of my very favorite topics... Continue reading
Posted Jun 5, 2013 at Talk It Up!
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Putting the "social" back in social media: IRL
Posted May 29, 2013 at Talk It Up!
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How NOT to respond to negative comments on Facebook
Posted May 19, 2013 at Talk It Up!
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Cheyserr--
Great point! And I would rather chop off my right arm than pick up the phone and talk to a bored human, so I prefer other channels. That's why organizations should at least explore the possible channels and find out what their market base's key preferences are! If a brand I interact with ISN'T on Twitter, I'll admit I most likely won't interact with them much longer. :-/
Twitter vs. Phone vs. Web: the Customer Service Smackdown
How does Twitter stack up against phone and web as a channel for resolving customer service issues? Tweet Fortune has just published an article with the provocative title, Can I help you? On Twitter, the answer is no. In an interesting customer service experiment, the editors contacted eight ...
Social Customer Service in Action
Posted May 1, 2013 at Talk It Up!
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Thanks! It was a lot of fun, and I learned quite a bit from you guys, too!
Writing your own user manual
The session at #shesgeeky Seattle on writing your own user manual. Write your own user manual from Heidi Miller
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