CSM Magazine
DECEMBER 18, 2023
Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. One negative viral video can be devastating for your company. 66 percent of U.S.
HGS
MAY 27, 2015
For example, the HGS Digital Natural Assist (DNA) platform is leveraged by government agencies, consumer packaged goods companies, financial services, and automobile manufacturers to start customer engagement with self-serve options that seamlessly transition from FAQ database searches into live chat, video, or phone support.
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Revation Systems
JANUARY 12, 2018
The primary difference between a legacy call center and a cutting-edge contact center is the ability for users to leverage a variety of multimedia features — including email, text, web chat, video, VoIP and even social media.
Brad Cleveland Blog
AUGUST 15, 2014
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.
Brad Cleveland Blog
AUGUST 15, 2014
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.
ProProfs Blog
JULY 29, 2020
Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone? The crux of the matter is that although phone support has evolved over the years, it still is light years away from meeting customer expectations.
NobelBiz
OCTOBER 30, 2020
As it turns out, a customer’s experience when contacting your call center could make the difference between sticking with your business and choosing a competitor. Managers struggling to build a productive workforce often can face unexpected demand increases, staff turnover, and other common call center issues that may harm customer care.
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