ProProfs Blog

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Annually, U.S.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Fonolo

DECEMBER 11, 2018

And as those of us in customer service know to a sobering degree, Twitter has quickly become a go-to platform customers use to shout about frustrating customer service experiences. And, specifically for wireless service providers, “contacting customer service by phone is the principal pain point for customers.”

Airlines 100

Airlines Telecommunications Wireless Gamification 100

Fonolo

DECEMBER 12, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. 25 percent of customer service operations will use virtual customer assistants by 2020.

Gamification 116

Gamification Airlines Contact Center B2B 116

Outsource Consultants

SEPTEMBER 14, 2021

This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. Don’t wish you started three months sooner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

Livepro

JULY 17, 2018

Luke Jamieson | Head of Service Centre at First State Super. Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. of Transports Customer Experience Steering Committee.

Transportation 40

Transportation Government Multichannel Consulting 40

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. Airline and airport safety videos that use visual puns or jokes (i.e., Gamification also works well.

Education 62

Education B2B Sales Surveys 62