DMG Consulting
MARCH 9, 2020
And after the last disease scare in 2009 (the H1N1 influenza), some companies extended their DR/BC plans to be prepared for the impact of a pandemic. Contact centers and other service organizations should draft a DR/BC plan that documents a number of potential health-scare scenarios. Invest in two carriers, if possible.
ClearAction
FEBRUARY 7, 2016
Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Driving Customer Experience Across the Enterprise.
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Noble Systems
MAY 11, 2021
Google Voice Search launched in 2009. The use of speech recognition technology with conversation analytics also allows quick identification of process gaps that can undermine a company’s customer experience. By spotting trends, speech analytics and ASR can identify best practices that can be shared with all agents.
Comm100
FEBRUARY 1, 2023
85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. Gen Z have grown up with same-day deliveries for just about anything imaginable, meaning that service expectations are extremely high. Among the best features is a dedicated app marketplace with custom integrations.
TMP Direct
MAY 19, 2015
You may also be interested in “5 Things the Most Customer Service Savvy Companies Know About Social Media” here. In mid-November 2009, there were an average of 27.3 Are people looking for information on your product, praising your customer service, or complaining about your one of your trusted distribution partners.
Horizon CX
NOVEMBER 7, 2019
Observing the world around me of late, especially observing behaviors and conversation around retail businesses and watching employees and customers interact, I’m noticing an increasing and concerning use of profanity entering what could be, and should be, a cleaner, kinder, and more intelligent sounding interchange.
SmartKarrot
FEBRUARY 15, 2022
A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service.
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