Beyond Philosophy

SEPTEMBER 17, 2020

Even if a person doesn’t consider themselves “fashionable,” they know there are things they would rather look at than other things. . Townsend did another study with Julio Sevilla about the amount of space between items in a retail setting and how that affected customer behavior.

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

AUGUST 10, 2016

In other words, the Customer Experience matters here more than it did even a couple of years ago. A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

SmartAction

FEBRUARY 21, 2019

Dougherty is the former Chief Executive Officer at Convergys, a global leader in customer care, where he led over 75,000 employees across 70 countries. The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. CEX #CRM #Customers Click To Tweet.

Customer Service 71

Customer Service Scripts Accountability CRM 71