Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Joined in this conversation was Jessica Cryer, CSPN’s VP of Business and Customer Service Strategy, and during it, we dug deep into how ADP Canada was able to achieve such a feat.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Comm100

DECEMBER 13, 2021

It’s important to begin by looking at how digital channels improve the experience of credit union members. The Deloitte Center for Financial Services conducted a survey of digital banking in March 2021 that speaks to the shifts happening among banking customers. Live chat improves member experience .

Banking 52

Banking Wait times Surveys Chatbots 52

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Joined in this conversation was Jessica Cryer, CSPN’s VP of Business and Customer Service Strategy, and during it, we dug deep into how ADP Canada was able to achieve such a feat.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

CSM Magazine

DECEMBER 1, 2021

Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment. In recent times, ‘be kind’ has become a mantra on how to live life in a troubled and uncertain age.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Customer Service Life

APRIL 13, 2018

A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. Speaking of cost per contact, I didn’t even know what it was until I read Call Centers for Dummies as a new support leader.

Average Handle Time 79

Average Handle Time Chatbots Contact Center Customer Service 79

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe. Aimee Lucas.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Creative Virtual

MAY 9, 2019

Every one of us has a story we can share about a bad customer experience – and we love to tell those stories. In fact, a survey conducted in 2018 across six countries found that 60% of customers said they had shared their bad experiences with others, either in-person or online.

Customer Experience 40

Customer Experience Self service Chatbots Surveys 40

Call Center Weekly

MARCH 28, 2019

Whether you love it or hate it, this phrase highlights a key point about digital communication. Customers are increasingly turning to self-service, chatbots or messaging apps, but while digital channels may be replacing voice for some interactions, how your customers feel about interacting with your brand is more important than ever.

Customer emotions 319

Customer emotions Chatbots Self service Customer Experience 319