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!

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

Vonage

MARCH 11, 2016

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. Read on to learn what Melanie did, why other channels would have failed, and how Verizon Wireless empowered Melanie to make it happen. Time to call. I dialed Verizon Wireless’s customer service line.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The researchers at Gartner estimate that nearly 12.5

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Michel Falcon Experience

FEBRUARY 19, 2016

Like most companies, yearly budgets are determined in Q4 of the previous year, so an impromptu trip to Henderson, Nevada for a call center agent wasn’t going to be an easy ask from my boss. Pay specific attention to how they are leveraging technology, customer experience and employee engagement to grow their companies.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ShepHyken

JUNE 2, 2017

Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention. The team at British Gas integrated all their inbound and outbound customer programs, including their call-center, email, web, and other channels.

Examples 75

Examples Self Service Wireless Call Center 75

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 Innovation Consumers 84

CSM Magazine

NOVEMBER 2, 2020

Equipping your call centers with good headsets or, in other cases, headphones could significantly influence the quality of your services. Wireless Headphones. To provide your employees with mobility, choose the wireless type of one ear headsets. Modern technology surprises us every day. Noise Cancelling Headsets.

Customer Service 52

Customer Service Wireless Call Center Video 52

Pointillist

SEPTEMBER 10, 2020

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. The customer care team oversees the call center, IVR, chat and other customer service channels.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Ecrion

JUNE 18, 2018

This is why embracing insurance technology is so important. In the last few years, the insurance industry has made strides by adopting new technologies. All of these technologies, and how they pertain to the Internet of Things (IoT) , continue to grow, and the potential appears to be limitless. It’s the Internet of Things.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

This is why embracing insurance technology is so important. In the last few years, the insurance industry has made strides by adopting new technologies. All of these technologies, and how they pertain to the Internet of Things (IoT) , continue to grow, and the potential appears to be limitless. It’s the Internet of Things.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

CSM Magazine

JANUARY 31, 2018

The gap between the leaders and the laggards is widening, with leaders increasingly investing in technology and culture to drive the customer experience, while the laggards choose to stand still. The future is not all chatbots – we need to blend our technology for best effect. Open all hours (and all channels!). About the Author.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

Interactions

JANUARY 23, 2019

Combine this dissatisfaction with the fact that customers have more choice than ever when it comes to these services, and it becomes easy to see why churn rates for cable providers (30%) and wireless providers (21%) are so high. It’s important to note that when most customers call, they’re already in a state of stress.

Wireless 48

Wireless Self Service Call Center Call Center Experience 48

Customer Interactions

SEPTEMBER 4, 2014

Every year, 911 operators receive 240 million calls, many of which save lives. But it’s not always possible or safe to call. A new ruling by the FCC offers citizens more ways to contact 911 by mandating that all wireless carriers and some message services support Text-to-911 by the end of the year.

Wireless 34

Wireless Call Center Telecommunications Communication 34

CSM Magazine

FEBRUARY 24, 2021

MetTel , a digital transformation and communications leader, has announced that its employees have won two Stevie® Awards for Customer Service & Call Center Individual Categories in the 15th annual Stevie Awards for Sales & Customer Service. ” MetTel CX Billing Analyst Far Exceeded Customer Expectations.

Customer Service 52

Customer Service Government Wireless Contact Center 52

Avaya

SEPTEMBER 19, 2016

are confident in the location data they receive from wireless callers. It’s no surprise that technology is vital for improving public safety. 911 call center networks capable of receiving the information. At the same time, the majority of the emergency call centers today have a serious problem with grade of service.

Call Center 40

Call Center Wireless Transportation Hospitality 40

Guavus

JULY 10, 2018

Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. This great flood of data brings great opportunity but also the likelihood of traffic congestion, poor download speeds, jittery streaming movies and songs, and the ultimate horror: glitchy video games.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

Magellan Solutions

JANUARY 3, 2019

Because of that, most institutions began to eliminate the antiquated ways of teaching and started to inject technology into their curriculum and school processes. But while these technological tools create immersive lessons that are fun and engaging, it also brings a new set of concerns to the educational institution. user guides).

Wireless 45

Wireless Software Innovation Technology 45

Customer Interactions

AUGUST 20, 2014

Recently, the FCC voted to ensure citizens have even more options for contacting 911 by mandating that all wireless carriers and some message services support Text to 911 by the end of the year. The real challenge now will be updating the technology at the PSAPs to support these messages. million with speech disabilities.

Wireless 28

Wireless Call Center Technology Communication 28

Education Services Group

DECEMBER 13, 2021

The Partner Success Manager (PSM): Leads Partner Success initiatives on behalf of a global wireless networking subsidiary of a publicly-traded technology company. What technologies or tools do you use on a daily basis that help you in your role? ESM: My team has minimal access to tools and technologies that automate the process.

Customer Success 52

Customer Success Wireless Training Tools 52

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. That’s technology in action!

Data 40

Data Wireless Automotive Software 40

Magellan Solutions

JANUARY 3, 2019

Because of that, most institutions began to eliminate the antiquated ways of teaching and started to inject technology into their curriculum as well as other essential school processes. But while these technological tools create immersive lessons that are fun and engaging, it also brings a new set of concerns to the educational institution.

Wireless 40

Wireless Software Innovation Technology 40

Talkdesk

JULY 31, 2017

When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. The call center folks live in their software all day. Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. The call center folks live in their software all day. Absolutely.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Verint

OCTOBER 10, 2017

Voice Recognition technology uses archived voiceprints to accurately recognize callers. Another pothole consumers encounter is having to make follow-up calls to resolve the same issue. For this, every organization needs some form of Case Management technology. A common example is the requirement for personal authentication.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Pointillist

OCTOBER 22, 2018

Researchers at the Indian Institute of Technology in Bombay , for example, have developed deep learning algorithms that do the hard task of detecting sarcasm in text. Today, the utilization of speech data is largely confined to recording call center transcripts. Speech Analytics with Auditory Cues.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

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. The next big thing, says Cooper, is technology that keeps devices charged without our involvement. And that’s true for all connected wearables (e.g., watches, glasses, health devices).

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. The next big thing, says Cooper, is technology that keeps devices charged without our involvement. And that’s true for all connected wearables (e.g., watches, glasses, health devices).

Wireless 20

Wireless Connections Communication Technology 20

Pointillist

SEPTEMBER 28, 2021

Contact centers are now considered more than just service centers. Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth. Improve Cross-functional Collaboration.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

CloudCherry

MARCH 15, 2018

For instance, leading cable MSOs (Multiple Service Operators) have entered the wireless field to further saturate an overgrown market and make competition even more stiff. Traditional telecom brands are having to move out of their comfort zone and invest in technologies and processes they aren’t familiar with.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

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. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Once payment is received, another truck roll occurs to restore the customer’s service.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Magellan Solutions

APRIL 24, 2020

Their outsourced jobs include major projects, such as their Wireless to the Home program and other IT functions. Slack Technologies, Inc. Now, Majestic Media is a thriving Toronto-based marketing and technology company. Nowadays, Bell outsources operations to third-party partners.

Company 59

Company Banking Telecommunications Airlines 59

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

Software 40

Software Customer Experience Company CRM 40

Michel Falcon Experience

FEBRUARY 11, 2019

My career started in 2007 as a call center agent in my early twenties. I joined, worked in the call center, answered a hundred calls a day for about a year, five days a week. And the, uh, the majority of the calls came from the US because that was where the biggest footprint was for the company.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

But I joined the company, and I started off in the call center answering 100 calls a day. I didn’t grow up wanting to be a call center agent; no disrespect to the industry, but it’s just nothing I aspired to do. ” I would never argue that. That is where Netflix beat blockbuster was time.

Culture 12

Culture Employee Engagement Company Engagement 12