CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

Self service 59

Self service Real estate Customer Service Wireless 59

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. Shoddy self-service. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

TeamSupport

OCTOBER 26, 2018

You don’t want to use an exhaustive enterprise tax software for your individual filing, nor does a corporate audit business want to be forced into using software focused on personal finance. If a wireless company loses a single consumer because of a mistake they don’t blink an eye, but losing a 10,000-user contract is of critical concern.

B2C 40

B2C B2B Wireless Finance 40

Pointillist

SEPTEMBER 10, 2020

It’s focused on making the finance or operational users’ life easier by identifying inefficiencies in the process, rather than helping improve the overall customer experience by identifying impediments that block customers from reaching their goals. Process mining is centered on the process, rather than the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Callminer

AUGUST 1, 2017

With more than 15 years of experience in business, finance and accounting, she is also responsible for implementing financial controls and processes. Provide self-service options to your callers, but don’t force these options upon them. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Pointillist

OCTOBER 22, 2018

Often they need to provide this feedback to other departments, such as operations, finance, etc. Dashboards are not made for self-service. When Leonardo DiCaprio first appears on screen in ‘The Departed’ sensors register a spike in viewer’s skin conductance. Image Source: www.buildempathy.com. Let’s face it.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40