Quality Contact Solutions

DECEMBER 31, 1969

Are you considering outsourcing your inhouse customer care? So, how do you Successfully Outsource your Inhouse Customer Care? Now that you have followed the 6 key steps to Successfully Outsource your Inhouse Customer Care it is your outsourcers responsibility to manage your account. How long will this take?

outsourcing 56

outsourcing Customer Care Call Center B2C 56

Pointillist

SEPTEMBER 10, 2020

Journey orchestration incorporates the full understanding and context of a customer’s experience at every interaction—whether it is instigated by your customer or your company. According to Forrester , “RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.”

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

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

RichCall

SEPTEMBER 13, 2017

This is the future of customer service. But it is the harnessing of social platform messaging apps that will turn social customer care on its head in 2017. With IoT, presenting a single view of the data becomes easier whether you are a B2B or B2C company. Proactive Customer Care. Blake Morgan. Darren Prine.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64