The Northridge Group

MARCH 21, 2022

When this problematic scenario begins playing out with an increasing number of customers, quick action is needed to prevent a crisis. Repeat calls drive up operational costs, create a negative customer experience, and can lead to increased customer churn. The value of reducing repeat calls. billion to U.S.

Wireless 110

Wireless Analytics Average Handle Time Contact Center 110

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

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

Tethr

MAY 22, 2019

And recontacts figure prominently in the story of reoccurring 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 absolutely toxic to the customer experience.

Wireless 67

Wireless Coaching Banking Accountability 67

Calabrio

JANUARY 6, 2016

Machine-to-machine (M2M) communication, a term referring to technologies that enable wireless and wired systems to communicate with each other, will be the channel of the future. In 2020, you’ll probably have more channels, and your contact center must be flexible enough to support all of them.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Natalie Petouhof

FEBRUARY 22, 2016

Ubiquitous mobile wireless communications. Powerful data analytics. Just pick one aspect of your business where it will have a real impact to revenue generation, cost savings, and the customer experience. Wired (IoT) Cities Drive Better Experiences. Among those cities are also many ICONICS customers.

Government 40

Government Wireless Analytics Transportation 40