ShepHyken

SEPTEMBER 22, 2017

This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience. The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind?

Wireless 202

Wireless Government Entertainment Airlines 202

CX Global Media

JULY 12, 2019

I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Aspect

OCTOBER 11, 2018

Use advanced list and campaign management for precise routing control of consent vs. non-consent wireless numbers within the same record. #3. Remove the capabilities that trigger the TCPA “autodial/auto-message capacity” criteria while maintaining the efficiencies lost when using other vendors’ manual dialing systems. #2.

Telemarketing 88

Telemarketing Wireless Marketing Management 88

Skybridge

JULY 21, 2020

In his article for SmarterCX, Stephen Fioretti takes a look at the long term effects – and benefits – that COVID-19 is already having on customer experience. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out.

At home agents 52

At home agents Wireless Government Contact Center 52

Pointillist

SEPTEMBER 10, 2020

This is often the case because marketing campaign management systems typically contain data from a limited set of customer interactions that marketing controls, primarily web and email. Process mining is centered on the process, rather than the customer. Customer expectations for personalization have evolved immensely.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

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. This is obviously too long, and it serves as an obvious reason for why customers are leaving their CSPs. The best part?

Wireless 48

Wireless Interactive Voice Response Call Center Accountability 48

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. SYKES is a leading, global digital-marketing and customer-care outsourcer. THE ORIGIN OF THE TECH ACADEMY. ABOUT SYKES.

Enterprise 63

Enterprise Technology Engineering Technical Support 63

Netomi

JANUARY 5, 2022

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. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth.

Contact Center 40

Contact Center Self service Metrics Analytics 40

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

Pointillist

MARCH 20, 2020

Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes. So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Answer Dash

APRIL 17, 2020

Businesses everywhere are waking up to the value of customer experience and recognizing outstanding customer experience (CX) as a key ingredient to rising above the competition. What is customer experience management? The first is that customer service and customer experience are different things.

Customer Experience 66

Customer Experience Management Wireless Customer centricity 66

ShepHyken

JUNE 2, 2017

As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. We hear stories about companies doing amazing things, but those sound disconnected from reality, given our own experience – they read like fairy tales. Shep Hyken.

Wireless 189

Wireless Banking Analytics Call Center 189

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

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

Natalie Petouhof

SEPTEMBER 19, 2016

Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Constellation Research Covering All Customer Facing Applications to Create Great Customer Experiences! Why does it matter? They are different than other generations that have come before then.

Real estate 76

Real estate Wireless Marketing Contact Center 76

RichCall

SEPTEMBER 13, 2017

Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Donna Peeples , Customer Experience Strategist. Bruce Temkin , a customer experience transformist. This is the future of customer service. Lutz Remmers , Operations Director for Call Center de Mexico.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64