Interactions

JANUARY 23, 2019

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. The agent looks up the account with a name, account number or phone number.

Wireless 48

Wireless Interactive Voice Response Call Center Accountability 48

Skybridge

JULY 21, 2020

Before the coronavirus, Skybridge Americas was one of the few customer care operations that had invested in the technology, management systems, and processes to empower all call center agents to move seamlessly from brick and mortar centers into their own home offices. The consumer holds a payment device (e.g. Skybridge Americas.

At home agents 52

At home agents Wireless Government Contact Center 52

Sykes

JANUARY 23, 2018

An important component in your overall security flow are the engineers who monitor networks and provide technical support to your customers, ensuring their activity is handled securely. Creating a specialty service desk to support specific accounts or product lines. ABOUT SYKES.

Enterprise 63

Enterprise Technology Engineering Technical Support 63

Tethr

DECEMBER 7, 2020

Recontacts figure prominently in the story of recurring effort we discussed in our last post on the Four Flavors of Customer Loyalty (the moment the customer “breaks” from the sheer exhaustion of doing business with the company). In no uncertain terms: Repeat contacts are toxic to the customer experience.

Coaching 72

Coaching Banking Customer effort Wireless 72

Pointillist

MARCH 20, 2020

By analyzing cross-channel journeys, you can easily measure results, identify opportunities to improve customer experience and quantify the impact of CX initiatives. On the left are all customer interactions across 5 different support channels: the help forum, web chat, web support articles, customer care calls and mobile app support.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Robert Davis

MARCH 2, 2017

Sales per 100, customer care queue – Utilized a process that focused on reviewing the customer’s account and discovery questions. Bundles – Trained agents on the importance of utilizing an account review and transition to strategic discovery questions to build the offer. Sales per 100 improved from 4.49

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Spearline

DECEMBER 15, 2021

And in doing so, like I’ve elected on this occasion, to use a wired microphone, I would often during my business day, use a wireless Bluetooth headset. And I think every business probably has its own strategic debate going on about about how to approach Customer Care. So would this be the future for contact centre support?

Engineering 119

Engineering Technology Wireless Government 119