Bill Quiseng

JULY 18, 2017

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. She has worked with Intel, Verizon Wireless, and many more. Now I get it.

Customer Experience 283

Customer Experience Contact Center Wireless Conference 283

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. For contact center leaders, however, this vision of the future might seem daunting.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. Do you have “talk time” countdown timers in your customer service centers?

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

CX Accelerator

APRIL 11, 2018

Breaking old habits is hard, but isn't having a better relationship with your employees and your customers worth it? Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s Nate Brown is the Co-founder of CX Accelerator.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

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. Deb calls Customer Service and is invited to a live visual self-service session.

Self Service 138

Self Service Technology Wireless eBook 138

TechSee

JANUARY 7, 2020

A recent study of the phenomenon of churn revealed that 39% of Americans who canceled a contract with a company in the past 24 months cited poor customer service as the primary reason. This allows providers to anticipate possible outages before they occur and makes it possible to proactively address any customer issues.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Talkdesk

JUNE 5, 2020

The contact center space was no exception to this situation: only two months ago, a total of 85% of contact centers, employing a total of 15 million employees , were still operating under on-premises infrastructures and customer support professionals were still tied to desktop technology.

Tools 86

Tools Contact Center Wireless Government 86

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

CX Accelerator

APRIL 11, 2018

Breaking old habits is hard, but isn't having a better relationship with your employees and your customers worth it? Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s Nate Brown is the Co-founder of CX Accelerator.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

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. Maybe he should have stuck with the hose. The Consumer Challenge. Auto onboarding.

Self Service 138

Self Service Wireless Chatbots Video 138

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

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. ” MetTel CX Billing Analyst Far Exceeded Customer Expectations. .

Customer Service 52

Customer Service Government Wireless Contact Center 52

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self Service 59

Self Service Customer Service Wireless Government 59

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. By Stephanie Ventura.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

DCX

FEBRUARY 9, 2025

📌🚀 A CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? Learn how to rally every department around customer obsession, click the button below to get started: Download the Free Guide Welcome to the DCX roundup of customer experience insights!

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

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

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014.

Examples 75

Examples Self Service Wireless Call Center 75

Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

OCTOBER 30, 2015

In contrast, telecoms companies, such as wireless providers, manage networks with thousands of different pieces of equipment, some of which they own, and some of which can be run by other people. A service such as a hotel room or a flight comes with physical attributes such as a comfortable bed, extra legroom or entertainment systems.

Customer Experience 48

Customer Experience Transportation Insurance Wireless 48

Pointillist

JANUARY 19, 2022

She reaches out via social media and then contacts customer service. How are you currently measuring this customer’s experience? Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service? appeared first on Brad Cleveland.

Wireless 26

Wireless Customer Service Connections Customers 26

Natalie Petouhof

SEPTEMBER 19, 2016

Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. 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. Why does it matter? 88% text each other.

Wireless 40

Wireless Social Media Contact Center Study 40

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 24

Wireless Customer Service Connections Customers 24

Talkdesk

JULY 31, 2017

Customers are switching services and switching brands rapidly. Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

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. Customer service is a subset of customer experience.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Talkdesk

JULY 31, 2017

Customers are switching services and switching brands rapidly. Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Verint

NOVEMBER 16, 2017

Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies. However, the opportunity exists now more than ever for you to help amplify how automation and AI can drive broader business and workforce optimization at your organization.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

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 Connections Customers 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).

Wireless 26

Wireless Connections Communication Mobile Customer Service 26

Brad Cleveland Blog

FEBRUARY 26, 2016

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 26

Innovation Wireless Customer Experience Customers 26

Brad Cleveland Blog

FEBRUARY 26, 2016

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. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email.

Wireless 24

Wireless Innovation Customer Experience Customers 24

Brad Cleveland Blog

MAY 20, 2016

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. A wireless carrier that I have worked with has a well-organized customer access … Too often, the latter is the case.

Strategy 22

Strategy Wireless Customers Examples 22

Verint

OCTOBER 10, 2017

The bolded items comprise the core elements of a complete customer engagement suite. They work just as well with data and voice communications and are equally accessible from wired and wireless devices. And we believe the best solutions are omnichannel.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Pointillist

OCTOBER 22, 2018

mPath aims to provide AI-based technology to scientifically measure customers’ experiences even when they don’t describe it themselves. Artificial intelligence has the ability to transform the customer feedback survey into a context-aware instrument for customer engagement. Image Source: www.buildempathy.com.

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. 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