Storyminers

JULY 7, 2020

What’s the most important thing contact center managers should prepare for in 2017? At most contact centers, there will be several waves of change within the 2017 calendar year. . #1 1 Deepen your customer profile. Customers expect an ever more frictionless experience and more proactive service.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

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. This appetite for video is especially relevant for customer assistance, with 70% of YouTube viewers watching videos for “help with a problem.”

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

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. Sprinklr also enables enterprises to listen to social networks and respond from their customer care organizations. The consumer holds a payment device (e.g.

Trends 111

Trends Customer Experience Wireless Consumers 111

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.

Examples 75

Examples Self Service Wireless Call Center 75

Gainsight

JANUARY 18, 2021

Recently, Nick sat with Anand Chandrasekaran , Chief Product Officer and Executive Vice president of Product Management at Five9, a leading cloud-based contact center software. . Commerce, Customer Care, and Content . This time it was the melding together of experience and product— now known as customer success.

Wireless 52

Wireless Contact Center Software Leadership Software 52

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42