TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Instead it suggests that the best way to increase loyalty is by reducing effort.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Pointillist

JANUARY 19, 2022

This way, you can track every step your customers take until they achieve their goal and identify any blockers along the way. For instance, a telecom customer can diagnose and resolve connectivity issues in a number of ways. Most customers want to use self-service options to identify and solve their issue on their own.

Metrics 75

Metrics Wireless Surveys Banking 75

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Vistio

JULY 11, 2022

Again, that international theme, wireless, local loop, data access and voice for companies in places like India and Bangladesh and Ghana and Cameroon. But after four years, I segued to a privately held telecom company that was funded in part by Titan Corporation out in California, and we did some really cool stuff around the world.

Technology 52

Technology Self service Contact Center Analytics 52

Pointillist

MARCH 20, 2020

Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web. And finally, they extend the journey to show customers who completed their payment after speaking with a call center agent. So why is the IVR so much less effective?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70