Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. I was on hold with customer service for over an hour just on a regular day for a flight check months ago!

Airlines 78

Airlines Transportation Contact Center Self service 78

Nicereply

JUNE 18, 2019

By inviting your customers to go deeper and provide you with even more incisive insights, you build trust and loyalty with them, and allow yourself to make an even better product. This is particularly useful for insights on how you could be doing better at self-service support and documentation. Click To Tweet. Fell Behind.

Surveys 94

Surveys Self service Construction Feedback 94

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Applying the theory – how AA Ireland uses bots to drive customer engagement.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

Toister Performance Solutions

DECEMBER 10, 2019

It's extra painful when a self-righteous customer is using you as a human punching bag because some tchotchke they wanted to buy as a gift wasn't available. Three bad things happen to customer service employees when they're exhausted: They can't think clearly. Frankly, it's exhausting. It's harder to be friendly.

Advertising 67

Advertising Airlines Morale Self service 67

DMG Consulting

MARCH 9, 2020

And after the last disease scare in 2009 (the H1N1 influenza), some companies extended their DR/BC plans to be prepared for the impact of a pandemic. Contact centers and other service organizations should draft a DR/BC plan that documents a number of potential health-scare scenarios. Use self-service solutions to automate this task.

Contact Center 59

Contact Center Healthcare Transportation Best practices 59

Anexa BPO

JUNE 15, 2022

Buzz words like omnichannel, self-service and personalization have been shaping customer-centric business strategies for a decade. And even though these practices were transforming the customer journey, COVID-19 hit hard and essentially changed the way we do business. Anexa is one such industry leader.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Customer centricity 52

Fonolo

AUGUST 28, 2019

Nortel did the same thing, and Avaya bought those assets in 2009 … In my opinion breaking up is the only sensible option … Avaya’s whole portfolio is a complicated, multiple overlapping product mess from lots of acquisitions. How can call centers improve customer interactions during the most important weekend of the year?

Cloud contact 11

Cloud contact Call Center Contact Center contact center solutions 11

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Think about the end-to-end customer journey.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Noble Systems

MAY 11, 2021

Google Voice Search launched in 2009. Analyzing the words alone, one might conclude that the customer had a satisfying experience. But, analyzing the vocal tones reveals that the actual sentiment was sarcasm and the true customer experience was negative. Self-service 24/7. It included 230 billion words.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

CSM Magazine

DECEMBER 12, 2019

It’s also a 50% increase from 2009’s record low of $4.06 If a customer is calling for something as simple as paying their bill, they can avoid long hold times by selecting the “pay my bill” self-service option. There’s a reason for that: Retail sales hit a record of $6 trillion in 2018, according to the U.S.

Interactive Voice Response 52

Interactive Voice Response Customer Experience APIs Average Handle Time 52

JustCall

JANUARY 31, 2023

Fully self-service and easy to set up. I love the quick response with customer service and the wonderful customer support agents. Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Connecting the Dots

APRIL 3, 2024

For example, in the IT industry, the software buyer may be a Systems Administrator who is procuring the application on behalf of a variety of downstream users or customer service staff in other departments. A technology company included this warning to encourage customers to use self-service channels rather than calling tech support.

Education 62

Education B2B Sales Surveys 62

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

SmartKarrot

JANUARY 18, 2022

The services provided by Zoho include Zoho CRM, inventory management, mobile application development, project time tracking, collaborative client portal, and more. Zoho is committed to offering outstanding customer service. Instead of marketing, Zoho invests in R&D and customer service. HackerRank.

SaaS 11

SaaS Finance CRM Enterprise 11