CSM Magazine

NOVEMBER 1, 2022

Top-line results, gathered via Google Consumer Surveys, indicate that consumers want “ease, greater access to agents, and better-trained agents.” Zenarate customers include 8 of the top 10 US financial institutions, and leading companies in the healthcare, insurance, telecommunications, technology, and travel industries.

Telecommunications 52

Telecommunications Coaching Healthcare Multichannel 52

Spearline

AUGUST 26, 2021

Recently Spearline CTO Matt Lawlor took part in a survey for Call Center Helper. Such an example is just one way that multichannel customer service can help the customer feel less lost. Find out more about Spearline Spearline is the telecommunication industry’s leading network intelligence company.

Customer Service 98

Customer Service Multichannel Telecommunications Call Center 98

Call Experts

JULY 27, 2023

Telecommunications The telecommunications industry heavily relies on customer service call centers to handle billing inquiries, technical support, service activations, and service disruptions. Can call centers provide multichannel support beyond phone calls? Can call centers provide additional services beyond customer support?

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Eptica

SEPTEMBER 10, 2015

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance at answering routine questions over email , Twitter , chat, and on their websites. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail.

Multichannel 76

Multichannel Customer Service Banking Self service 76

VocalCom

SEPTEMBER 10, 2018

A shoe retailer might ask for feedback on favorite designs and colors, while a telecommunications company might learn through surveys that monthly subscriptions need to offer better data plans to satisfy customers. Always design your products and services with customers in mind.

Contact center software 72

Contact center software Telecommunications Advertising Contact Center 72

OctopusTech

SEPTEMBER 9, 2023

Multichannel call centers It is similar to omnichannel call centers as here call center operators also use phone calls, social media, SMS, email, and many more mediums to handle both inbound and outbound customer care support services effectively. This way companies will be able to concentrate on their core business activities.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

VocalCom

AUGUST 28, 2017

For example, keywords such as “cheap mobile plan with SMS” reveal to telecommunications companies that their customers are seeking affordable plans that include SMS features, giving them valuable insight into what their services should include. Lastly, direct customer feedback from surveys can offer plenty of insights into pain points.

Abandon rate 48

Abandon rate Contact center software Telecommunications Contact Center 48