Myra Golden Media

DECEMBER 10, 2018

Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. ” The LTE service was laughable. The best formula for exceptional customer interactions is friendly staff + quality and value.

Wireless 149

Wireless Customer Experience Personalization Customer Service 149

Vcaretec

JUNE 6, 2022

We’re about to break down the six biggest myths in outsourced customer service for you. These are myths that have been propagated for decades - you’ve likely heard many of them before - and they apply to all industries, from Retail & Ecommerce, to Wireless & Telecommunications, to Health Care. Have any we missed?

outsourcing 95

outsourcing Customer Service Customer Care Wireless 95

CX Accelerator

APRIL 11, 2018

The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Marketing 247

Marketing Wireless Advertising Revenue potential 247

Talkdesk

APRIL 7, 2020

This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Former Walt Disney World CX leader, Dennis Snow , will share his passion for “Delivering World-Class Customer Service – Lessons From The Mouse” with all attendees.

Customer Service 81

Customer Service Wireless contact center solutions Cloud contact 81

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 113

Technology Customer Service Gamification Wireless 113

Customers That Stick

MAY 13, 2015

Comcast announced recently that it will be putting a massive effort behind changing its customer service. The announcement will come as welcome news to many Comcast customers. In the last few years, Comcast has become the poster child for terrible customer service provided by a faceless corporation with captive customers.

Customer Service 146

Customer Service Wireless Customer centricity Banking 146

Nicereply

AUGUST 3, 2022

Since consumers can get anything online, online customer service is more important than ever. If you want to provide an excellent customer experience and grow your customer loyalty , you should work on improving digital customer service. Analyze the Service Needs of Your Customers.

Customer Service 59

Customer Service Self service Wireless Metrics 59

3CLogic

APRIL 9, 2020

Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Instead of fielding every inquiry, call center agents now handle the most complex and valuable interactions between businesses and their customers.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

ShepHyken

JUNE 22, 2016

Customer Experience. The conference was everything about CRM (customer relationship management). After listening to what the customer wants, acknowledge them, which is the Yes. Let’s say I contact my wireless phone provider. If you were paying attention, you might notice that I didn’t call my wireless provider.

Wireless 209

Wireless CRM Scripts Education 209

Vcaretec

JUNE 6, 2022

Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options. CON - On a per-transaction basis, this is usually the most expensive option for customer support because of wage levels and cost of living.

Customer Care 89

Customer Care Wireless Telecommunications outsourcing 89

TeleDirect

OCTOBER 23, 2023

Discover if a VoIP phone line is right for your business and how our team at TeleDirect uses this technology to enhance customer service. Improved Call Quality Wireless VoIP phone systems are capable of high-definition voice. You no longer need telephone service, saving on long-distance charges. What Is a VoIP Phone?

voip 62

voip Wireless call center solutions Call Center 62

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Defining Customer Experience. The Economics of Customer Experience.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

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

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. What makes customer experience difficult?

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Beyond Philosophy

NOVEMBER 29, 2014

A large part of what that means to us is to not open any of our GameStop, SimplyMac, Spring Mobile or Cricket Wireless U.S. We believe it’s the right decision not only for our employees, but also for our customers. Blogs Social Media Thought Leadership customer service' Follow Colin Shaw on Twitter @ColinShaw_CX.

Wireless 293

Wireless Airlines Customer Experience Customer Service 293

TechSee

JANUARY 28, 2020

According to recent research on consumer behavior, everything from coffee machines and smart TVs to wireless routers and drones were on the chopping block last year. Eitan Cohen is CEO of TechSee , a global leader in visual customer assistance. This is a serious problem.

Wireless 136

Wireless Self service Sales Chatbots 136

Vcaretec

JUNE 6, 2022

There are big trends shaking up the customer service industry this year, and you’ll see many service providers trying to address new challenges. Now co-located with eCommerce Expo and Technology for Marketing, the 2016 event is set to be bigger and better than ever before with every aspect of the customer journey covered.

Customer Care 52

Customer Care Wireless Education Contact Center 52

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

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?) To generate these ratings, Temkin Group asked 10,000 U.S.

Airlines 40

Airlines Customer Experience Wireless Transportation 40

CSM Magazine

AUGUST 10, 2023

Sabio Group , the digital customer experience (CX) transformation specialist, has announced it has been named as a supplier on Crown Commercial Service’s Network Services 3 (NS3) framework. We’re eager to support them in their digital customer experience transformation journeys.”

Wireless 52

Wireless Government Technology Customer Experience 52

CSM Magazine

AUGUST 23, 2021

Understanding what is important to customers and what support and services will help make their lives easier is vital to ensuring that you keep your customers happy and build strong customer relationships. Initially, our customer support team started off only offering product support.

Wireless 98

Wireless Customer Support Personalization Customer Experience 98

TechSee

JANUARY 7, 2020

A recent study of the phenomenon of churn revealed that 39% of Americans who canceled a contract with a company in the past 24 months cited poor customer service as the primary reason. This lack of ROI further calls into question the practice of over-delivering when delighting customers increases operating costs by 10-20%.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Callminer

JUNE 24, 2019

Join us for this highly educational and interactive workshop including a customer case study and learn how organizations are leveraging AI-fueled interaction analytics intelligence to improve the customer experience throughout their organizations. Workshop attendees are eligible to win a LISTEN 2019 Conference Pass!

Wireless 140

Wireless Analytics Education Enterprise 140

CSM Magazine

MARCH 12, 2018

Retailers are facing a customer experience transformation and location data is playing a key role. For some industries, like banking and cable TV, customer service transcends spatial boundaries. A customer can call a number, regardless of his or her location, and receive answers to questions. and “Where is it?”

Customer Experience 40

Customer Experience Wireless Telecommunications Finance 40

Fonolo

DECEMBER 11, 2018

And as those of us in customer service know to a sobering degree, Twitter has quickly become a go-to platform customers use to shout about frustrating customer service experiences. There’s so much more to see on OnHoldWith.com, from humorous anecdotes to customer service horror stories.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. 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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Talkdesk

JUNE 5, 2020

During March alone, usage of Talkdesk Mobile Agent™ grew by 150% — a clear indicator that customer service organizations were taking advantage of tools to enable remote work. Now that agents are operating in the safety of their own homes, concerns have shifted to focus on productivity.

Wireless 86

Wireless Government Contact Center Customer Support 86

CSM Magazine

JUNE 14, 2022

Customer Support Representatives have too much on their plate. Whether you’re making a change to your bank account or reaching out to your wireless provider about a SIM card, identity verification is a major part of ensuring that only authorized people can change your account. Today’s Customer Experience.

Customer Support 52

Customer Support Wireless Government Banking 52

The Center for Client Retention

JUNE 5, 2018

There are a thousand booths and each one is exhibiting “the most innovative technology” focusing on improving the customer experience. Too many technology companies are looking at the customer experience as a mechanical solution. The buying experience is not in a vacuum – there is a human element.

Wireless 63

Wireless Accountability Banking B2B 63

Eptica

APRIL 20, 2017

Date: Thursday, April 20, 2017 The impact of the Internet of Things on customer service in Asia. The IoT will also have a major impact on customer experience, bringing both opportunities and challenges to brands, centered around four key areas: 1. Published on: April 20, 2017.

Customer Service 50

Customer Service Wireless Personalization Technology 50

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Verint

NOVEMBER 13, 2017

A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service.

Wireless 32

Wireless Virtual Agent Customer Service Banking 32

TechSee

MAY 15, 2018

As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated.

Marketing 111

Marketing Wireless Entertainment Self service 111

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S

Self service 109

Self service Wireless Contact Center Government 109

Vonage

MARCH 11, 2016

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. Like an estimated 57 percent of customers , I first went online to find some self-help.

Customer Support 63

Customer Support Wireless Technical Support Average Handle Time 63