CSM Magazine

JANUARY 31, 2018

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. About the Author.

Contact Center 60

Contact Center 2018 Multi-Channel Wireless 60

Avaya

SEPTEMBER 28, 2016

Like anyone calling 911 in an emergency, Vroome expected her call to go quickly and smoothly, but it didn’t. Vroome’s call was one of 5.7 million 911 calls that come from wireless phones in NC—about 74% of all 911 calls in the state according to data from 2015.

Wireless 80

Wireless Automotive 2015 Government 80

Brad Cleveland Blog

FEBRUARY 26, 2016

The onboard wireless service, provided by Gogo, is enabling me to track flight … Continue reading → The post The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience appeared first on Brad Cleveland.

Innovation 26

Innovation Wireless Customer Experience Customers 26

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. appeared first on Brad Cleveland.

Wireless 26

Wireless Customer Service Reference Connections 26

Brad Cleveland Blog

MAY 20, 2016

A wireless carrier that I have worked with has a well-organized customer access … Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case.

Document 20

Document Wireless Customers Management 20

Brad Cleveland Blog

MAY 20, 2016

A wireless carrier that I have worked with has a well-organized customer access … Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case.

Document 20

Document Wireless Customers Management 20

Brad Cleveland Blog

FEBRUARY 26, 2016

The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado.

Innovation 21

Innovation Wireless Customer Experience Customers 21

Brad Cleveland Blog

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices).

Wireless 26

Wireless Connections Communication Mobile Customer Service 26

Brad Cleveland Blog

FEBRUARY 26, 2016

The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado.

Innovation 20

Innovation Wireless Customer Experience Customers 20

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 21

Wireless Customer Service Reference Connections 21

Talkdesk

APRIL 15, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Network Security All Talkdesk wireless networks are secured with WPA2. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success.

Wireless 81

Wireless Contact Center Information Call Center 81

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 20

Wireless Customer Service Reference Connections 20

Brad Cleveland Blog

OCTOBER 29, 2014

Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key …

Wireless 20

Wireless Loyalty Insurance Airlines 20

Brad Cleveland Blog

OCTOBER 29, 2014

Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key …

Wireless 20

Wireless Loyalty Insurance Airlines 20

Customer Bliss

JULY 19, 2018

Since customer service was Sue’s major focus, she spent a lot of time at the call centers, assessing their operations and workflow. Do you have “talk time” countdown timers in your customer service centers? What department will you focus on first? It’s time to do away with them! About Sue Martin Homes.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

Brad Cleveland Blog

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.

Wireless 20

Wireless Connections Communication Technology 20

Brad Cleveland Blog

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.

Wireless 20

Wireless Connections Communication Technology 20

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention.

Blog 75

Blog Wireless Call Center 2017 75

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

Pointillist

OCTOBER 22, 2018

Today, the utilization of speech data is largely confined to recording call center transcripts. But with the advent of what is now being called artificial emotional intelligence or Emotion AI, machines can detect emotions from multiple channels—just the way humans do. Speech Analytics with Auditory Cues.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Service 52

Customer Service Customer Experience Magazine Books 52