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. Comcast , for example, questions customers who disconnect their service to identify the root cause of their complaints and address them.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

3CLogic

APRIL 9, 2020

Digital customer service channels are a convenient, cost-effective option for both businesses and their customers. 73% of customers report that they prefer to handle their simple problems through self-service channels, finding quick answers to their questions while avoiding the hassle of navigating IVRs and waiting to speak to an agent.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Pointillist

MARCH 20, 2020

The team wants to understand the effectiveness of their self-service channels when customers have a problem making a mortgage payment. Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web. So why is the IVR so much less effective?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Noble Systems

AUGUST 27, 2020

Surveys and questionnaires. Surveys can also be used to follow-up with customers to see if they were satisfied with their product or service, which can help build the relationship for future purchases. Many companies use telemarketing to schedule sales appointments, which may be face-to-face or telephone-based.

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Karin Hurt. LetsGrowLeaders.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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

Pointillist

JANUARY 19, 2022

Let’s dive into three significant reasons why traditional survey feedback and CX measurement approaches fall short. Survey fatigue is growing. Whether your customers are receiving too many surveys or the surveys themselves are arduous to complete, response rates are dwindling. Your Customers Aren’t Responding.

Metrics 75

Metrics Wireless Surveys Banking 75