Russel Lolacher

MARCH 8, 2020

So, if brand awareness and customer sentiment matter to you, this is something worth paying attention to. According to Global Web Index , among 16 to 24 years olds, social media is as popular as traditional search engines as a way to research products and services. But it’s not only about engagement.

Customer Care 80

Customer Care Advertising Marketing Engineering 80

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Concentrix

APRIL 28, 2025

Unleash the potential of AI customer care and transform your customer interactions with a balanced approach to innovative customer service.

Customer Care 62

Customer Care Customer Service Engineering 62

CCNG

DECEMBER 8, 2022

Remote work is the most popular search on a job engine these days, so it's given us an advantage in being able to hire and find awesome people," she said. She said Hyatt is a company that is focused on empathy both for its employees and guests, and that standard of care has to carry through all interactions.

Call Center 195

Call Center CCNG Customer Care Engineering 195

ShepHyken

APRIL 21, 2017

This technique works whether you’re talking about engineering, piloting, or selling. Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. Attorney Sarah: “Well, the client’s attorney will probably argue that we should have….”. Allow Time for Reflection.

Airlines 218

Airlines Customer Care Engineering Accountability 218

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Government Construction 98

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. The post Pre-Sales Engineer appeared first on Zappix.

Engineering 52

Engineering Sales Self service Big data 52

CSM Magazine

MARCH 10, 2025

SmartBear Customer Care team and Solutions Architect Joe Joyce earn global honors for customer service and support. SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service.

Sales 52

Sales Customer Service APIs Engineering 52

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 61

Customer Care Engineering SaaS Contact Center 61

CCNG

NOVEMBER 16, 2022

Leveraging insights from a third party with extensive experience in customer-centric transformations enables the organization to think more creatively and identify innovative solutions that drive the desired customer and business outcomes. Walk in the shoes of your customer and evaluate every step along the way.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

AWS Machine Learning

OCTOBER 17, 2023

Amazon Pharmacy is a full-service pharmacy on Amazon.com that offers transparent pricing, clinical and customer support, and free delivery right to your door. Amazon Pharmacy provides a chat interface where customers (patients and doctors) can talk online with customer care representatives (agents).

Chatbots 122

Chatbots Customer Care Engineering Feedback 122

AWS Machine Learning

DECEMBER 12, 2023

Thousands of engineers are being onboarded to contribute to this transition. To learn more, check out Redefining Vodafone’s customer experience with AWS and the following talk at AWS re:Invent 2022. Vodafone has already adopted ML in the proactive detection and correction of network anomalies to improve customer satisfaction.

Telecommunications 127

Telecommunications Engineering Chatbots CRM 127

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “BigChange has given me this and more,” he continued.

Engineering 52

Engineering Management Finance CRM 52

CSM Magazine

SEPTEMBER 24, 2024

Excellent customer care is no longer a frill, it’s a fundamental requirement in the legal profession. Step up your law firm’s customer service game and start building strong relationships that last. Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that.

Customer Care 52

Customer Care Multichannel Construction Feedback 52

ShepHyken

OCTOBER 19, 2018

Customers receive far deeper personalization that they were used before. AI-powered self-learning algorithms consider more ‘moments in time’ and not just browse and purchase behavior as most typical recommendation engines do today.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

TechSee

MARCH 6, 2018

Customer care costs are increasing, agent turnover is growing and customer churn is at its peak. What can they do to increase agent productivity and keep customers happy? With conversational platforms, he enables customers to speak with chatbots and IVR. This contact center needs help fast! How does he do it?

Contact Center 117

Contact Center Chatbots Interactive Voice Response Customer Care 117

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

ShepHyken

AUGUST 8, 2018

Nothing I did was going to get that engine to turn over. It was that third snowstorm that was the defining moment. It was 4:00 am and I was getting ready to plow the driveways, and my car would start. I was upset. Not because the car wouldn’t start, but because I promised these people that I would plow their driveways.

Customer Service 218

Customer Service Finance Banking Engineering 218

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

TechSee

APRIL 10, 2018

By turning a potential threat into a secret weapon, BPOs utilize the power of technology as a strategic differentiator, as well as an additional revenue source and growth engine. Customer-Driven Opportunity. Technology sales also generate additional service opportunities, upsells, longer term contracts, etc. –

Call Center 139

Call Center Technology outsourcing Self service 139

ShepHyken

JULY 3, 2018

The Flywheel model, which takes the traditional business growth model and uses customers to create virality, brand amplification, and scalability. Your customers can be your best marketers and growth engines. There are three customer-service trends that will likely happen in the future (and already are).

Customer centricity 144

Customer centricity Self service Employee engagement Chatbots 144

TechSee

NOVEMBER 7, 2023

The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person. “Our customers can contact the company through the phone or via social media around the clock.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

The Northridge Group

OCTOBER 20, 2021

This is because well-designed “digital first” platforms will have already provided a basic level of service to customers seeking help before they ever reach out to a human associate. Social media posts and search engine ads will direct customers to websites and marketplaces where they can engage with a company.

Contact Center 127

Contact Center contact center associations Customer Care Engineering 127

Call Center Weekly

APRIL 17, 2018

I have been in my current position since 2007 as a second and third-level Systems Support Engineer providing technical support for Intel's world-wide Process Control Systems infrastructure. I enjoy working with a broad range of cultures and people, and actively advocate the importance of internal customer care.

Contact Center 136

Contact Center Metrics Customer Experience Technical Support 136

Fonolo

NOVEMBER 13, 2018

Customer Contact Week (CCW). CCW is the world’s largest customer contact event series and a definite must-attend. It’s the place where customer care, CX, and CS leaders come together to network and learn. Where: Foxborough, Massachusetts. Follow NECCF on Twitter here. . Twitter: @howethomas. Tobias Goebel. Roland Selmer.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

Expivia

JANUARY 29, 2021

With us today we have Jimmy Budnik, the VP of Customer Care and CRP at Overstock.com. I’m Jimmy Budnik, the VP of customer Care and CRP at Overstock.com. I started off as an industrial engineer, so really in that kind of manufacturing/logistics world before coming to Overstock. Tom: Please introduce yourself!

Customer Care 52

Customer Care CRM Self service Call Center 52

COPC

FEBRUARY 14, 2018

The company was formed in 2010 by a couple of former Apple engineers. Not being a fan of cumbersome customer care interactions, I held out hope that whatever glitch was occurring would somehow fix itself, but day after day the incessant “Offline” message remained. So it came time to call Nest’s customer care.

Customer Care 43

Customer Care Interactive Voice Response Engineering Personalization 43

Expivia

JANUARY 5, 2021

With us today we have Jimmy Budnik, the VP of Customer Care and CRP at Overstock.com. I’m Jimmy Budnik, the VP of customer Care and CRP at Overstock.com. I started off as an industrial engineer, so really in that kind of manufacturing/logistics world before coming to Overstock. Tom: Please introduce yourself!

Customer Care 52

Customer Care CRM Self service Call Center 52

Beyond Philosophy

SEPTEMBER 11, 2014

In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. The idea for this business model, however, was not from Jeff Bezos or any other senior staff member at Amazon. The idea came from an employee that had been with the company for a year.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Fonolo

NOVEMBER 27, 2018

Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. Twitter: @howethomas. Tobias Goebel. Vice President Product Marketing. Twitter: @tpgoebel. Roland Selmer.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

TRUSTID

FEBRUARY 5, 2013

Anyone with criminal intentions can spend a little time collecting personally identifiable information (PII) and other public data they can use to socially engineer others over the phone. The Internet and social media websites let too much out of the bag these days.

Customer Care 48

Customer Care Banking Engineering Call Center 48

Nicereply

MARCH 23, 2021

Andrew Spittle – His Twitter bio says Happiness Engineer at Automattic, but that’s being humble. Read his eloquent thoughts on customer service on his blog. Customer Service Podcast Hosts. Dan Gingiss – Author of Winning at Social Customer Care and co-host of the Experience This !”

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Monet Software

JANUARY 20, 2021

Smaller businesses have the same, if not greater, needs for WFO technology because superior customer care is their most important differentiator when up against competitors with greater financial resources and pricing power. Pelorus Associates). Businesses that are small now may become very large later.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Interactions

NOVEMBER 8, 2022

AI technology can automate the collection of personal information so you can feed transcriptions to your analytics engine for Call Analytics, QA, Insight, and other areas relevant to your business. . Watch this space because on Thursday, November 10, 2022, we announce the #1 tool for ensuring compliance for customer-care centers. .

Contact Center 116

Contact Center Analytics Engineering Personalization 116