Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

CCNG

DECEMBER 8, 2022

Remote work is the most popular search on a job engine these days, so it's given us an advantage in being able to hire and find awesome people," she said. She said Hyatt is a company that is focused on empathy both for its employees and guests, and that standard of care has to carry through all interactions.

Call Center 195

Call Center CCNG Customer Care Engineering 195

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Engineering Education 62

AWS Machine Learning

DECEMBER 12, 2023

Thousands of engineers are being onboarded to contribute to this transition. To learn more, check out Redefining Vodafone’s customer experience with AWS and the following talk at AWS re:Invent 2022. Vodafone has already adopted ML in the proactive detection and correction of network anomalies to improve customer satisfaction.

Telecommunications 103

Telecommunications Engineering Chatbots CRM 103

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

TechSee

NOVEMBER 7, 2023

The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person. “Our customers can contact the company through the phone or via social media around the clock.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 61

Customer Care Engineering SaaS Self service 61

CCNG

NOVEMBER 16, 2022

Leveraging insights from a third party with extensive experience in customer-centric transformations enables the organization to think more creatively and identify innovative solutions that drive the desired customer and business outcomes. Walk in the shoes of your customer and evaluate every step along the way.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

COPC

FEBRUARY 14, 2018

The company was formed in 2010 by a couple of former Apple engineers. Not being a fan of cumbersome customer care interactions, I held out hope that whatever glitch was occurring would somehow fix itself, but day after day the incessant “Offline” message remained. So it came time to call Nest’s customer care.

Customer Care 43

Customer Care Interactive Voice Response Engineering Personalization 43

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? But outsourcing your customer care partner isn’t a common procurement event. Do you have to scale for rapid growth or seasonal volume?

Contact Center 71

Contact Center outsourcing Customer Care Engineering 71

Beyond Philosophy

MARCH 8, 2017

We have had four or five Virgin Media engineers to the house in England to solve the same problem. In Florida, we are having problems with our service, so I called customer care. The Brighthouse/Spectrum customer service representative told me an engineer was scheduled to see me the next day.

Customer Experience 313

Customer Experience Customer centricity Engineering Consulting 313

ShepHyken

JANUARY 2, 2019

Within a few minutes, there was a knock at the door and a man from engineering was there with a new scale. And, just a few minutes after the engineer left, Neil received a call from the front desk to make sure the scale was working and if there was anything else he needed. He noticed the electronic scale in the bathroom didn’t work.

Customer Service 328

Customer Service Engineering Customer Care Customer Support 328

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. We love nothing more than diving into our clients’ customer care challenges to see where we can help.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. A nice article featuring some of the most relevant trends and strategies happening in social customer care.

Customer Service 247

Customer Service Chatbots Engineering Analytics 247

Cisco - Contact Center

SEPTEMBER 9, 2019

I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture. ” AI in the Contact Center.

Contact Center 85

Contact Center Customer Care Engineering Telemarketing 85

Interactions

NOVEMBER 8, 2022

AI technology can automate the collection of personal information so you can feed transcriptions to your analytics engine for Call Analytics, QA, Insight, and other areas relevant to your business. . Watch this space because on Thursday, November 10, 2022, we announce the #1 tool for ensuring compliance for customer-care centers. .

Contact Center 116

Contact Center Analytics Engineering Personalization 116

Skybridge

MAY 10, 2022

Get the breakdown from North America’s leader in customer care. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. But the truth is, a handful of customer care leaders were ready for 2020.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

CSM Magazine

SEPTEMBER 16, 2022

For customer care teams, a new McKinsey report paints a stark reality. With app-free visual support software, agents can efficiently diagnose customer concerns at scale. Because video-enabled agents solve problems faster, they can satisfy more customers and preserve your revenue base. Stay Competitive with the Right Tech.

Customer Support 52

Customer Support Telecommunications Engineering Customer Care 52

Skybridge

APRIL 12, 2022

For me, the most striking insight underlying them all is this fundamental reality: CX is the dominant strategic force driving customer care, customer loyalty, and customer profitability. Work-from-home (WFH) demands large-scale, long-term re-engineering. It’s an omni-channel world. We would love to talk!

Contact Center 52

Contact Center Customer Care Engineering Surveys 52

Skybridge

AUGUST 24, 2023

Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? If the thought of outsourcing your in-house customer care operation sounds as pleasant – and safe – as juggling chainsaws while running a marathon, I get it.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

The Northridge Group

OCTOBER 20, 2021

This is because well-designed “digital first” platforms will have already provided a basic level of service to customers seeking help before they ever reach out to a human associate. Social media posts and search engine ads will direct customers to websites and marketplaces where they can engage with a company.

Contact Center 111

Contact Center contact center associations Customer Care Engineering 111

COPC

OCTOBER 26, 2023

Related A Foundation for Exceptional Digital Self-Service Design Learn proven guidelines for the successful design and performance of IVR systems, chatbots and other self-service models of customer care. But it’s much more than enlisting engineers to call LLM APIs.

Technology 77

Technology Customer Experience APIs Consulting 77

ShepHyken

APRIL 21, 2017

This technique works whether you’re talking about engineering, piloting, or selling. Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. Attorney Sarah: “Well, the client’s attorney will probably argue that we should have….”. Allow Time for Reflection.

Airlines 213

Airlines Customer Care Engineering Accountability 213

JustCall

APRIL 3, 2023

Introduction Have you ever called your favorite brand’s customer care number to be met with drawling, robotic menus over the telephone that only offer more questions and no resolution? Thankfully, with conversational AI-based IVRs, you can turn this metric around for your customers. You are not alone.

Interactive Voice Response 52

Interactive Voice Response Self service First call resolution Engineering 52

TRUSTID

FEBRUARY 5, 2013

Anyone with criminal intentions can spend a little time collecting personally identifiable information (PII) and other public data they can use to socially engineer others over the phone. The Internet and social media websites let too much out of the bag these days.

Customer Care 48

Customer Care Banking Engineering Call Center 48

Monet Software

JANUARY 20, 2021

Smaller businesses have the same, if not greater, needs for WFO technology because superior customer care is their most important differentiator when up against competitors with greater financial resources and pricing power. Pelorus Associates). Businesses that are small now may become very large later.

contact center workforce 118

contact center workforce Contact Center Engineering Service level 118

Fonolo

NOVEMBER 13, 2018

Customer Contact Week (CCW). CCW is the world’s largest customer contact event series and a definite must-attend. It’s the place where customer care, CX, and CS leaders come together to network and learn. Where: Foxborough, Massachusetts. Follow NECCF on Twitter here. . Twitter: @howethomas. Tobias Goebel. Roland Selmer.

Customer Service 108

Customer Service Contact Center Engineering Education 108

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. Discover Kayako Self Service.

Self service 110

Self service Accountability Airlines Customer Care 110

CSM Magazine

NOVEMBER 8, 2022

Customised worksheets such as tank cleaning reports and consignment notes can be completed simply by our engineers, which is complemented by easy access to important safety information such as method statements and risk assessments via the BigChange app,” he continued. ” About BigChange.

Finance 52

Finance Engineering CRM Advertising 52

Nicereply

MARCH 23, 2021

Andrew Spittle – His Twitter bio says Happiness Engineer at Automattic, but that’s being humble. Read his eloquent thoughts on customer service on his blog. Customer Service Podcast Hosts. Dan Gingiss – Author of Winning at Social Customer Care and co-host of the Experience This !”

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

TechSee

APRIL 10, 2018

By turning a potential threat into a secret weapon, BPOs utilize the power of technology as a strategic differentiator, as well as an additional revenue source and growth engine. Customer-Driven Opportunity. Technology sales also generate additional service opportunities, upsells, longer term contracts, etc. –

Call Center 140

Call Center Technology outsourcing Self service 140

Call Center Weekly

APRIL 17, 2018

I have been in my current position since 2007 as a second and third-level Systems Support Engineer providing technical support for Intel's world-wide Process Control Systems infrastructure. I enjoy working with a broad range of cultures and people, and actively advocate the importance of internal customer care.

Contact Center 136

Contact Center Metrics Customer Experience Technical Support 136

Fonolo

MARCH 7, 2019

VPs & Directors of Customer Experience. Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. The Panelists. Tobias Goebel. Vice President Product Marketing.

Engineering 62

Engineering Contact Center Interactive Voice Response Chatbots 62