Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Knoah

MAY 25, 2017

Over 90 percent of consumer care managers told ICMI they believed their agents could be better at providing resolutions, while almost three-fourths said their organization’s procedures stood in the way of employee effectiveness. A larger – and smarter – consumer group calls for new support solutions. The average U.S.

outsourcing 48

outsourcing Technical Support Call Center Customer Care 48

Robert Davis

OCTOBER 22, 2019

Will collaborate to enhance call center operations, help clients hire better-performing leaders, and achieve lower costs and higher performance. Launch call center, BPO and shared services operations in The Philippines. Press Release. For immediate release: October 22, 2019. Since starting Atlanta-based Robert C.

Coaching 48

Coaching Call Center Consulting Consulting 48

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Bring it.”

Contact Center 62

Contact Center Morale Gamification Transportation 62

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This is also possible for companies whose social media team comes from a single department, and who aren’t fully versed in the ins-and-outs of responding to customers as a team.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Customer Care 24

Customer Care Customer Service Surveys Contact Center 24

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Customer Care 20

Customer Care Customer Service Surveys Contact Center 20

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. The fact that messaging is gaining importance for businesses is no small prize.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176