CX Journey

NOVEMBER 14, 2018

After complaint resolution or technical support, take the initiative and call back to ensure everything is OK. Wooden phone prompts and tinny music make wait time crawl. Save people work, and they’ll want to keep buying from you. Have Some Fun Surprise customers with a little humor, where appropriate. Upgrade the audio.

Interactive Voice Response 36

Interactive Voice Response Customer Experience Complaint resolution Contact Center 36

Dialer 360

FEBRUARY 11, 2019

Whereas, the medium may affect everything from customer satisfaction to average complaint resolution time. Another person at the same time and what you see as they see too. Besides, the people are especially sensitive to wait-times. It will be growing the necessary channel for calling by 2020 future.

Contact Center 20

Contact Center Call Center Complaint resolution Big data 20

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62