Tethr

DECEMBER 7, 2020

But, it turns out, failing to resolve the issue a customer contacts the company about (what we call in the book “explicit issue failures”) only accounts for half of total callbacks. Technology has come a long way since 2013 when CEB published the book. Payment issues seemed to be a particularly vexing call type.

Coaching 72

Coaching Banking Customer effort Wireless 72

Avaya

OCTOBER 25, 2017

Touch screens in branches provide both product information and the ability to directly manage accounts online. Executives claim this new model—debuted in 2013 as the first deployment of its kind in Europe—is already 30% more productive than the company’s previous decentralized model.

Banking 58

Banking Telecommunications Big data Self service 58

Tethr

MAY 22, 2019

But, it turns out, failing to resolve the issue a customer contacts the company about (what we call in the book “explicit issue failures”) only accounts for half of total callbacks. Technology has come a long way since 2013 when CEB published the book. These downstream issues are also examples of implicit issue failure.

Wireless 67

Wireless Coaching Banking Accountability 67

SmartKarrot

FEBRUARY 3, 2022

Founded in: 2013. Its main goal is to assist businesses in managing their financial routines and optimizing procedures such as accounting, stock, banking, and electronic invoicing, among other things. Neoway is a market intelligence and Big Data platform that provides companies with important insights to help them grow.

SaaS 10

SaaS Real estate Construction Transportation 10

ChurnZero

JUNE 3, 2022

You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. This was back in 2013. I would have thought it’d be big data, etc. How should they be held to account? He said we need Customer Success managers.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. This was back in 2013. I would have thought it’d be big data, etc. How should they be held to account? He said we need Customer Success managers.

SaaS 52

SaaS B2B Upselling Metrics 52

Fonolo

NOVEMBER 17, 2020

More and more, customers simply want to solve inquires on their own – especially for simple questions like “what’s the balance on my account.” According to DMG Consulting , cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. Big Data is Getting Bigger.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

C Space

MAY 26, 2020

Advanced TV advertising firm Simulmedia began offering these deals in 2015, and they account for roughly 25% of the company’s business, said Simulmedia CEO Dave Morgan. The 2013-founded Bolt — which has over 30 million users in 35 countries — has mostly won business from Uber in major African cities and Eastern Europe.

Education 52

Education Advertising Sales Transportation 52