TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Customers can interact with the company via their preferred channel, and the data set and next best action will be consistent across all of those channels.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Let’s take a look at the contact center, field service, and self-service options available to security firms to deliver the 3G upgrade to 4G: Directing the customer remotely. With an estimated 64 million IoT devices in the U.S

2022 109

2022 Contact Center Exceptional Customer Service Seminar 109

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. 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have an effortless experience.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

Oracle

JULY 14, 2020

A contactless payment is a payment transaction that doesn’t require physical contact between a consumer’s payment device and a point-of-sale (POS) terminal. And it’s easy to see why this happening – the option is convenient for shoppers, limits congestion in stores, and minimizes human interaction.

Customer Experience 111

Customer Experience Consumers 2025 Wireless 111

TechSee

OCTOBER 16, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. This capability allows visual assistants to fully interact, provide feedback and correct the customer when necessary. Auto onboarding.

Wireless 138

Wireless Call Center Consumers Entertainment 138

TechSee

NOVEMBER 11, 2019

While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own. However, it still has a long way to go before it reaches its full potential.

Technology 138

Technology Wireless 2024 Connections 138

Oracle

JULY 16, 2020

A brand can collect a great deal of information from a customer or prospect via his or her interactions through website navigation, emails, and calls to and from the contact center. For example, a person might be ordering a type of wireless device for their home.

Wireless 83

Wireless Government Transportation Contact Center 83

TechSee

DECEMBER 19, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular.

Sales 84

Sales Wireless Download Innovation 84

Pointillist

JANUARY 19, 2022

Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. But your customer sees each interaction as one continuous journey to reach her goal. You know the feeling. Your metrics start to improve.

Customer Journey 75

Customer Journey Measurement Net Promoter Score Metrics 75

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

Eptica

AUGUST 19, 2015

At the same time companies face a major challenge in scaling to successfully respond to the growing number of customer interactions , across a widening range of channels. This would seem to put the need for the human touch at the heart of customer service. Providing this is not always straightforward for agents. Share this page on: Tweet.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

CSM Magazine

MARCH 30, 2022

The research, which examines UK consumer attitudes to household energy and water suppliers, suggests that 61 per cent of customers have become more comfortable interacting with companies digitally since the pandemic, on websites, apps and other online channels. Firetide – Wireless technology solutions for security and transportation.

Customer Service 59

Customer Service Wireless Government Transportation 59

Natalie Petouhof

SEPTEMBER 19, 2016

If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now. Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? 88% text each other.

Wireless 76

Wireless Social Media Events Contact Center 76

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

PeopleMetrics

DECEMBER 19, 2014

For example, are you sending an invitation for feedback based on a recent event or interaction? Here are some other examples of triggered data collection: One of our clients—a wireless provider—invites feedback from customers after meaningful interactions, such as visits to a retail store or calls into the contact center.

Net Promoter Score 83

Net Promoter Score Wireless B2B Feedback 83

ClearAction

NOVEMBER 4, 2020

Instead of treating customer experience as interactions with customer touch-points, treat CX as a lens for decisions by all functional areas , to prevent hassles for customers and to generate greater value for customers. TELUS ranked top wireless network by JD Power. Setup 2021 for Your Year of Intentional Customer Experience.

2021 77

2021 Customer Experience Workshop Wireless 77

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. More than two-thirds of the interactions are still voice.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. More than two-thirds of the interactions are still voice.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. The first is that customer service and customer experience are different things.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Calls to their contact center are recorded and randomly assessed for quality. Image Source: www.buildempathy.com.

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. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging. Kate Nasser. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

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. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging. Kate Nasser. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

Customer Service 52

Customer Service Customer Experience Magazine Books 52