Talkdesk
JULY 20, 2016
Customer service has become the key differentiator between modern businesses. In today’s consumer landscape, companies can’t afford to provide anything less than stellar customer experiences. In the race to the top, many companies make mistakes in their provision of customer service.
CX Global Media
JULY 12, 2019
Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller. Shawna Fuller Director of Customer Service/Corporate Sales, GiftTree. About Shawna Fuller : I have been with GiftTree for 15 years as Director of Customer Service and B2B Sales.
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Taylor Reach Group
MAY 18, 2018
In this latter case from a customers point of view FCR becomes Forced Company Response. QA – Quality Assurance is an overarching strategy to assess and improve agent interactions with customers through monitoring, review and coaching. Metrics aren’t the only area where customer can reinterpret the meanings of the acronyms.
Noble Systems
MAY 11, 2021
Many think that speech recognition began with the advent of Siri from Apple in 2011. ASR and custom rules that monitor legal compliance and script adherence enable companies to identify non-compliant language and interactions missing the necessary disclosures. Background on Speech Recognition.
Balto
FEBRUARY 6, 2023
Subscribe for weekly insights from the Conversation Excellence Lab A People Person’s Dream Job By 2026, Gartner predicts that 75% of customers will call service lines due to loneliness, not because they have a customer service issue. Involve them in your processes and thinking to increase their overall buy-in.
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. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.
Kayako
OCTOBER 27, 2015
Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.
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