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

Avaya

MAY 4, 2016

Using the latest services and solutions paves the way to guaranteed customer retention and loyalty. One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA).

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

ShepHyken

NOVEMBER 10, 2017

Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation. 3. Provides a seamless customer on-boarding experience. Live agents enable businesses to offer seamless customer support and onboarding experiences.

Transportation 185

Transportation Analytics Banking Metrics 185

TechSee

JULY 31, 2019

It can add essential information to a customer’s profile based on visual data from smart telematic devices, a game-changer for insurance and utility companies. It can also help predict issues before they happen, allowing customer care teams to avoid dissatisfaction and churn. This is only the beginning.

Automotive 149

Automotive Healthcare Self service Transportation 149

Russel Lolacher

SEPTEMBER 3, 2020

As an example, let’s consider this video the BC Ministry of Transportation and Infrastructure did explaining how the Lions Gate Bridge Counterflow works: The video itself does a great job of breaking down how the centre lane on the bridge works, based on monitoring dynamic traffic flow during peak and non-peak times.

Transportation 123

Transportation Education Scripts Engineering 123

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. And really early on I was asked to work on reverse Logistics and returns, and that was my first exposure to the customer care team at Overstock.

Customer Care 52

Customer Care CRM Self service Call Center 52

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. And really early on I was asked to work on reverse Logistics and returns, and that was my first exposure to the customer care team at Overstock.

Customer Care 52

Customer Care CRM Self service Call Center 52

Clarabridge

OCTOBER 23, 2015

Moreover, in a highly competitive environment, customer loyalty and customer retention is a key to provide customer care. As it costs 5 times the amount of money to acquire a new customer to retain an old one , customer loyalty is one of the top priorities for telecom brands. Transportation & Logistics.

Transportation 64

Transportation Customer Service Banking Finance 64

CSM Magazine

JULY 29, 2020

Not only do these drivers represent the very real need for movement of goods across the country they have in most cases been the only human contact with a company that many consumers have, the attitude, diligence and service they provide has been imperative to thousands of customers and their employers. Keeping the country moving.

Transportation 52

Transportation Government B2B Engineering 52

Toister Performance Solutions

APRIL 13, 2023

This is at the core of the Guaranteed Customer Experience model. They focus on solving a problem their customers care deeply about solving: growing a beautiful garden. Everything Armstrong does is focused on helping customers become better gardeners: They only sell plants that grow well in the local environment.

Transportation 79

Transportation Customer Care Customer Experience 79

CSM Magazine

SEPTEMBER 14, 2023

certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better. Customers are seeking out faster, simpler transactions, more consistency across channels, and easier access to live support.

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples. An application sends an audio stream to Amazon Transcribe, and the service responds with a stream of text in real time.

Best practices 118

Best practices APIs Transportation Personalization 118

Quiq

JULY 15, 2020

Share This Story Public transportation in the metropolitan St. Louis area is on the move, and we’re not just talking about the buses and light rail system that transport over 36 million people every year. Customer service requests like “Can you send me my trip plans” and “Can you text me bus schedules” were increasing in frequency.

Transportation 52

Transportation Customer Care Customer Service Personalization 52

BlueOcean

OCTOBER 23, 2019

In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Cost Factors in Major Urban Centers . The More Affordable Alternative.

Real estate 54

Real estate outsourcing Customer Service Transportation 54

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. As companies scale their customer care operations or respond to new marketplace realities, changes to their processes are inevitable and necessary. High-level data analysis.

Technology 122

Technology Customer Service Gamification Contact Center 122

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.

Contact Center 62

Contact Center Morale Gamification Transportation 62

bold360 Blog

AUGUST 27, 2020

The CXNext Forum, Adapting Customer Engagement for Today’s World , explored how successful support teams not only managed the chaotic early days of the pandemic but also how they’re continuing to adapt effectively to evolving uncertainty. Shifting to Remote Work & Remote Service Delivery.

Customer Support 52

Customer Support Chatbots Transportation Self service 52

Sykes

JANUARY 23, 2018

While the demand for technical engineers is high, SYKES Tech Academy takes the frustration and stress out of securing the talent you need with the necessary experience, capability and certification levels to best serve your customers. SYKES is a leading, global digital-marketing and customer-care outsourcer. ABOUT SYKES.

Enterprise 63

Enterprise Technology Engineering Technical Support 63

Russel Lolacher

SEPTEMBER 8, 2020

For example, say “we” instead of “The organization”, “The ministry”, “The department”, etc.

Customer Service 69

Customer Service Transportation Personalization Management 69

CSM Magazine

DECEMBER 15, 2015

The acquisition extends CGS’s capabilities in Chile to new industries, including telecommunications, retail and transportation, while meeting the growing demand for Spanish-speaking services for the global market. help desk solutions, technical support, customer care, sales and channel management, and finance and accounting.

Contact Center 40

Contact Center Business Process Outsourcing outsourcing Transportation 40

ViiBE Blog

JANUARY 19, 2022

Companies were clueless about how such massive customer service teams which worked exclusively in offices with fixed desktop systems could work from home. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. But that is not enough to make them loyal.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

Aria Solutions

JUNE 24, 2019

The end result of all these challenges — whether it’s a lack of channels or channels being poorly stitched together — is that you run the risk of customers churning to competitors that offer more consistent and personalized experiences. But dedicating IT resources to solve non-IT issues isn’t a sustainable solution.

Contact Center 48

Contact Center Transportation Multichannel Cloud contact 48

ViiBE Blog

JANUARY 19, 2022

Companies were clueless about how such massive customer service teams which worked exclusively in offices with fixed desktop systems could work from home. 89% of service leaders forecast 30% to 80% of their workforce will still be working from home two years from now. But that is not enough to make them loyal.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

JustCall

AUGUST 31, 2022

You’ll get access to great customer care as well as a dedicated account manager to assist you with your first setup. All data is encrypted during transport to protect your PII info. What Area Code is 518? Improvement in Security: Data security and privacy are paramount to JustCall.

Outbound sales 52

Outbound sales voip Transportation Telecommunications 52

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Connecting the Dots

APRIL 3, 2024

Customer education efforts can be even more challenging in B2B sectors due to the complexity of offerings and the need to educate multiple levels of customers. For example, the sales team of one transportation company we know tells customers, If you lease fifty of our trucks, your downtime will be lower, and life will be beautiful.

Education 62

Education B2B Sales Surveys 62

COPC

NOVEMBER 13, 2019

Shouqi Limousine & Chauffeur is an online car hailing platform established by Shouqi Group, answering the call of the Ministry of Transport on the renovation of the traditional taxi operations. Q: What do you consider to be the biggest challenge for the customer service centres of car hailing industry?

Customer centricity 8

Customer centricity Consulting Consulting Transportation 8

REVE Chat Blog

DECEMBER 5, 2019

Bots ensure enhanced customers’ engagement with the brand even more than an app. In addition, chatbots by handling routine queries, save precious time of customer care service representatives, allowing them to perform more complex problems and tasks. . This industry tightly focuses on customer service. .

Chatbots 70

Chatbots Real estate Healthcare Banking 70

Netomi

JANUARY 5, 2022

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. . Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Call Design

MAY 12, 2021

“This merger will combine two of the leaders in the customer experience space into a major unified force for innovation and growth,” said Patrick Dennis, President & CEO of Alvaria. “Our This should be welcome news to enterprise customers worldwide.”. We are so excited to embark on this next stage of our corporate development.”.

Transportation 151

Transportation Healthcare Enterprise Technology 151

delighted

JUNE 29, 2021

For example, Uber and Lyft can fit the needs of people who want an easily accessible method of transportation on demand. Or, try searching for hashtags on Twitter to hone in on topics your target customers care about most. Simply put, product/market fit is the ability of a product to satisfy the needs of a good market.

Marketing 95

Marketing SaaS Metrics Transportation 95

Call Design

MAY 12, 2021

“This merger will combine two of the leaders in the customer experience space into a major unified force for innovation and growth,” said Patrick Dennis, President & CEO of Alvaria. “Our This should be welcome news to enterprise customers worldwide.”. We are so excited to embark on this next stage of our corporate development.”.

Transportation 78

Transportation Healthcare Enterprise Technology 78

Skybridge

OCTOBER 15, 2020

The leaders of railroad companies, Levitt explained, thought they were in the railroad business instead of the transportation business – so they let other types of transportation companies such as automotive makers and airlines steal their customers away. Skybridge Americas. bmatthews@skybridgeamericas.com.

Transportation 40

Transportation Automotive Airlines Marketing 40

Comm100

AUGUST 23, 2018

Get on Board: Consider what your customers need, and how you can meet these needs in your company app. For example, if your customers need simple, on-the-go access to customer care, consider adding mobile live chat to your app (for an example of this, look no further than the GEICO Mobile App ). Who is doing this right?

Customer Service 45

Customer Service Chatbots Customer centricity Customer Care 45

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And while I was with Hilton, I ran a large contact center for them in Tampa, Florida.

Contact Center 52

Contact Center Real estate Customer Service Self service 52