TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Instead it suggests that the best way to increase loyalty is by reducing effort. Shoddy self-service.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Pointillist

SEPTEMBER 28, 2021

Initiatives include “training staff for interactions in new channels, optimizing AI and self-service opportunities and improving integrations between touchpoints.”. Current systems and workforce often limit your ability to understand customers as they move across channels. Why do they leak into agent-assisted channels?

Contact Center 40

Contact Center Self service Metrics Analytics 40

Vistio

JULY 11, 2022

Again, that international theme, wireless, local loop, data access and voice for companies in places like India and Bangladesh and Ghana and Cameroon. And the data that we have seen here at Vistio on CX, indicates that even with the best AI self-service technologies, most interactions continue to be with a live agent.

Technology 52

Technology Self service Contact Center Analytics 52