Natalie Petouhof
SEPTEMBER 1, 2016
Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.
Beyond Philosophy
MARCH 8, 2017
Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Back in 2012, we did some research involving over 40 telecoms. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Each and every one was a cost-cutting measure.
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Tricia Morris
OCTOBER 19, 2015
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Customer Service Maturity Yields Measurable Gains.
Lumoa
MAY 7, 2018
To understand that better, I talked to Jeff Gardner , Head of Platform Partnerships, former Director of Support and Customer Success at Intercom. Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team. Constantly.
CSM Magazine
DECEMBER 8, 2015
Training and staff retention was cited as the top challenge by 33 percent of respondents, a big shift from ASQ’s last customer service survey in 2012, when it was rated as the least significant challenge. Twenty-nine percent surveyed this year said managing customer expectations was their No.
Magellan Solutions
FEBRUARY 13, 2022
After examining 82 research papers in 2012, it was revealed that ISO certification has “clear benefits” on organizations. That means, in terms of operations, customer happiness, and staff engagement levels, ISO has a positive impact on their process. Why Are Every Businesses Looking to Hire an ISO Certified Call Center?
Magellan Solutions
JULY 5, 2021
Eastvantage is a Euro-Filipino outsourcing firm that offers the following service to SMEs: Customer Care Support. Their facility doesn’t have enough security measures to avoid any data breach. This can be a great advantage especially if the SME is aiming for a higher customer satisfaction rate. Business-functions Support.
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