Blake Morgan

JANUARY 14, 2025

Despite the rapid strides in AI technology, many companies face significant hurdles when it comes to effectively integrating it into their customer service strategies. Businesses should: Start with one high-volume call flow for automation.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

BlueOcean

OCTOBER 10, 2016

But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call. That assumption is very often the catalyst in creating a less-than-satisfactory customer experience.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance.

Video 141

Video Contact Center Call Flow Financial 141

Pretium Solutions

APRIL 2, 2012

Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting? Did the customer service agent mention the company name? Did the customer service agent mention his or her name?

Net Promoter Score 45

Net Promoter Score Call Center Call Flow Customer Centricity 45

Pretium Solutions

APRIL 2, 2012

Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting? Did the customer service agent mention the company name? Did the customer service agent mention his or her name?

Net Promoter Score 40

Net Promoter Score Call Center Call Flow Customer Centricity 40

Pretium Solutions

APRIL 2, 2012

Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting? Did the customer service agent mention the company name? Did the customer service agent mention his or her name?

Net Promoter Score 40

Net Promoter Score Call Center Call Flow Customer Centricity 40

Pretium Solutions

APRIL 2, 2012

Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting? Did the customer service agent mention the company name? Did the customer service agent mention his or her name?

Net Promoter Score 40

Net Promoter Score Call Center Call Flow Customer Centricity 40