Vcaretec

JUNE 6, 2022

We’re about to break down the six biggest myths in outsourced customer service for you. These are myths that have been propagated for decades - you’ve likely heard many of them before - and they apply to all industries, from Retail & Ecommerce, to Wireless & Telecommunications, to Health Care.

outsourcing 95

outsourcing Customer Service Customer Care Wireless 95

CX Global Media

JULY 12, 2019

About Michael Replogle : International Executive Vice President who has successfully driven call center performance and productivity for more than 32 years in such companies as JP Morgan Chase, USAA, Regus, Direct Energy, and 1800Flowers.com. Bill White Executive Director – Customer Care, ???Stuller, Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

OctopusTech

JULY 18, 2018

Though ISP industry bears some close resemblance to the telecommunication sector, it still has got its own set of rules to follow and learn from customer expectations all while working in close proximity with ever-changing government regulations. Let’s see what else you can get by hiring a call center. Customer Care.

Call Center 48

Call Center Telecommunications Government Wireless 48

Pointillist

SEPTEMBER 10, 2020

Customer expectations for personalization have evolved immensely. Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Unfortunately, many enterprises under deliver.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

CSM Magazine

NOVEMBER 2, 2020

To maintain the number of loyal clients and gain new ones, customer service departments should be continuously monitored and improved to assure buyers of the best service quality. Equipping your call centers with good headsets or, in other cases, headphones could significantly influence the quality of your services.

Customer Service 52

Customer Service Wireless Call Center Customer Care 52

Interactions

JANUARY 23, 2019

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. The moment that customers call, CSPs have the ability to make a big impression.

Wireless 48

Wireless Interactive Voice Response Call Center Call center experience 48

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging. The consumer holds a payment device (e.g.

At home agents 52

At home agents Wireless Government Contact Center 52

Connecting the Dots

OCTOBER 26, 2023

How to reach a rep by phone and have your problems solved—stat After asking his satellite company to change his TV service from wired to wireless, Scott M. “It was the most horrific customer care experience I’ve ever endured,” says Broetzmann, who as president and CEO of Customer Care Measurement and Consulting in Alexandria, Va.,

Customer Service 62

Customer Service Chatbots Surveys Wireless 62

Connecting the Dots

OCTOBER 26, 2023

How to reach a rep by phone and have your problems solved—stat After asking his satellite company to change his TV service from wired to wireless, Scott M. “It was the most horrific customer care experience I’ve ever endured,” says Broetzmann, who as president and CEO of Customer Care Measurement and Consulting in Alexandria, Va.,

Customer Service 62

Customer Service Chatbots Surveys Wireless 62

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite. Absolutely.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite. Absolutely.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Tethr

DECEMBER 7, 2020

Recontacts figure prominently in the story of recurring effort we discussed in our last post on the Four Flavors of Customer Loyalty (the moment the customer “breaks” from the sheer exhaustion of doing business with the company). In no uncertain terms: Repeat contacts are toxic to the customer experience.

Coaching 72

Coaching Banking Customer effort Wireless 72

RichCall

SEPTEMBER 13, 2017

Darren Prine , Omnichannel Contact Center Solutions Specialist at BrightPattern. Lutz Remmers , Operations Director for Call Center de Mexico. Donna Peeples , Customer Experience Strategist. Bruce Temkin , a customer experience transformist. Customers enjoy the ease of use and not having to call the call center.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Robert Davis

MARCH 2, 2017

Sales per 100, customer care queue – Utilized a process that focused on reviewing the customer’s account and discovery questions. Outs per 100, retention queue – Coached agents to quickly identify the true reason for cancellation while conveying a strong assurance of help to decrease the outs per 100 from 10.68

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Netomi

JANUARY 5, 2022

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. . Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Samsung Card, LG Capital, and many more. Show podcast and a regular contributor to Forbes.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

MARCH 20, 2020

After service is disconnected, a high volume of customers contact the call center about the disconnect. Once payment is received, another truck roll occurs to restore the customer’s service. Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70