Vcaretec

JUNE 6, 2022

We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Quality Contact Solutions

DECEMBER 31, 1969

Are you considering outsourcing your inhouse customer care? So, how do you Successfully Outsource your Inhouse Customer Care? Now that you have followed the 6 key steps to Successfully Outsource your Inhouse Customer Care it is your outsourcers responsibility to manage your account. How long will this take?

outsourcing 56

outsourcing Customer Care Call Center B2C 56

Vcaretec

JUNE 6, 2022

Regardless of industry, Customer Satisfaction is one of the most important elements of a successful business, whether you’re a major retailer, wireless carrier, healthcare provider, or any in nearly any other vertical. A staggering 91% of unhappy customers will never purchase from you again. This is tragic!

Customer advocacy 90

Customer advocacy Wireless Customer Care Benchmark 90

TechSee

APRIL 10, 2019

A Team of Experts , small, local groups of customer service agents, provide individualized support. Customers in different regions of the US have their own dedicated teams of customer care representatives who offer quick, efficient assistance on a wide range of topics, from the most basic to the highly complex.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

PeopleMetrics

JANUARY 12, 2015

So every quarter, leaders cross-reference customer feedback data with churn levels. Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors.

Customer Experience 130

Customer Experience Customer centricity Wireless B2B 130

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

Bill White Executive Director – Customer Care, ???Stuller, About Bill White : Bill has worked in Customer Care for over 20 years in leadership positions with Asurion Insurance Services, AT&T, ClientLogic, Omnipoint Communications and Unicel Wireless. Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Aspect

OCTOBER 11, 2018

Use advanced list and campaign management for precise routing control of consent vs. non-consent wireless numbers within the same record. #3. Remove the capabilities that trigger the TCPA “autodial/auto-message capacity” criteria while maintaining the efficiencies lost when using other vendors’ manual dialing systems. #2.

Telemarketing 88

Telemarketing Wireless Marketing Management 88

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

In that way, you will save some money and assure your clients with good quality customer service. Wireless Headphones. One of the questions you should ask yourself before buying headsets for your customer service department is if the products should be with or without a wire. Noise Cancelling Headsets.

Customer Service 52

Customer Service Wireless Call Center Customer Care 52

Natalie Petouhof

SEPTEMBER 19, 2016

They are different than The Boomer Generation in that social networks & technology are their L IVES ! Here’s some stats: 75% created a profile on a social networking site. 55% visit those sites once/day. 60% connect to the Internet wirelessly when they are away from work or home. 88% text each other.

Real estate 76

Real estate Wireless Marketing Contact Center 76

Sykes

JANUARY 23, 2018

An important component in your overall security flow are the engineers who monitor networks and provide technical support to your customers, ensuring their activity is handled securely. SYKES is a leading, global digital-marketing and customer-care outsourcer. ABOUT SYKES.

Enterprise 63

Enterprise Technology Engineering Technical Support 63

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. Customer Care. net neutrality. Billing Service.

Call Center 48

Call Center Telecommunications Government Wireless 48

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 IVA then updates the customer’s email and wireless numbers and jumps right to the issue the customer called for.

Wireless 48

Wireless Interactive Voice Response Call Center Call center experience 48

Skybridge

JULY 21, 2020

Before the coronavirus, Skybridge Americas was one of the few customer care operations that had invested in the technology, management systems, and processes to empower all call center agents to move seamlessly from brick and mortar centers into their own home offices. The consumer holds a payment device (e.g. Skybridge Americas.

At home agents 52

At home agents Wireless Government Contact Center 52

JustCall

AUGUST 10, 2022

Before beginning the porting procedure, ask your provider’s customer care desk for the PIN. Switching from Landline to Wireless. Your account may have a PIN, and you will be refused if you don’t supply it. You may have never used that PIN and may not recall obtaining it.

voip 52

voip Wireless Accountability Customer Care 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

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

Answer Dash

APRIL 17, 2020

Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date. You can also bring in tools like customer surveys and UX research which can help you dig deeper and understand your customers’ priorities. Do your target customers care more about certain things than others?

Customer Experience 66

Customer Experience Management Wireless Customer centricity 66

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

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

RichCall

SEPTEMBER 13, 2017

This is the future of customer service. But it is the harnessing of social platform messaging apps that will turn social customer care on its head in 2017. This will also lead to increased self-service as customers will need to contact customer service less frequently when smart objects are able to diagnose their own issues.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Spearline

DECEMBER 15, 2021

And in doing so, like I’ve elected on this occasion, to use a wired microphone, I would often during my business day, use a wireless Bluetooth headset. And I think every business probably has its own strategic debate going on about about how to approach Customer Care. So would this be the future for contact centre support?

Engineering 92

Engineering Technology Wireless Government 92

Pointillist

SEPTEMBER 28, 2021

Once the company analyzed the entire setup journey, they realized that the majority of customers visited the FAQ page to self-serve, but leaked into agent-assisted channels to complete the process. By taking a journey-based approach, the wireless provider was able to improve the FAQ page.

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

By analyzing cross-channel journeys, you can easily measure results, identify opportunities to improve customer experience and quantify the impact of CX initiatives. On the left are all customer interactions across 5 different support channels: the help forum, web chat, web support articles, customer care calls and mobile app support.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

JustCall

JANUARY 30, 2024

Text messaging or SMS remains the easiest way to reach your customers. However, if you are a US business, it’s mandatory to comply with A2P 10DLC rules to avoid penalties from wireless carriers and improve your delivery rates. These customizable numbers can send text messages without incurring additional wireless carrier fees.

Wireless 52

Wireless Government Scripts Accountability 52

Interactions

DECEMBER 18, 2024

But this shift requires a holistic view of the customer journey, considering both the self-service experience and the outcomes of the live agent conversation across the contact center. We can then proactively recommend a home network router upgrade or an addition of a wireless repeater that will stabilize their home network.

Self service 62

Self service Metrics Wireless Customer effort 62