Connecting the Dots

AUGUST 1, 2015

Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman,David Beinhacker,Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at Customer Care Measurement and Consulting, an Alexandria, Va.,

Big data 62

Big data Consulting Consulting Enterprise 62

ProProfs Blog

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively. And delighted customers are equivalent to more revenue for the business.

B2B 204

B2B Banking Employee engagement Personalization 204

Taylor Reach Group

MARCH 26, 2018

The Six Sigma White Belt Training Workshop was the HIGHEST rated program of the 2013 & 2014 Annual Conferences held in Scottsdale, AZ and Colorado Springs, CO. OCAP’s new Professional Development Forum (formerly the Symposium) has been designed to help customer care professionals address these various roles and workplace realities.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Natalie Petouhof

JULY 16, 2015

But they do expect companies to care. One way to show they care is by providing better customer care. FieldOne, offered to customers as a cloud service, is built on Microsoft technology for fast integration. People don’t expect companies to be perfect.

Analytics 63

Analytics Customer Service CRM Self service 63

Fonolo

NOVEMBER 17, 2020

According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. How Well Can You Measure the ROI of Your Customer Service Initiative? The Surge of Mobile Customer Care. Here are some stats to think about when considering mobile customer care.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

FEBRUARY 16, 2018

And WhatsApp, one of the world’s most popular messaging apps, is currently exploring ways to help companies and customers connect by testing new business tools that will fulfill the needs of small businesses and enterprises. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.”

Customer Service 43

Customer Service Chatbots Journey mapping Multichannel 43