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

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 283

Customer Experience Contact Center Wireless Conference 283

CSM Magazine

JANUARY 31, 2018

The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. This year, businesses should echo this technique in order to enable a more enhanced customer journey, reduced costs, improved efficiencies and far better consumer insight.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

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

Talkdesk

MAY 5, 2020

Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. Wireless headsets can suffer from interference from other wireless devices in the area.

Contact Center 60

Contact Center Wireless Travel Connections 60

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

TechSee

MAY 24, 2021

Customers simply do not want to admit technicians into their homes. These safety precautions have given way to the era of remote technical support, where a technician can advise or guide a customer on how to unbox, install, or troubleshoot their home security system in DIY mode. Impress customers with easy installations/replacements.

Self Service 124

Self Service Contact Center Wireless Video 124

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

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. The consumer holds a payment device (e.g. a mobile device) close to a POS terminal and payment account information is transmitted wirelessly. Work from anywhere.

Trends 111

Trends Customer Experience Wireless Consumers 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. Brands are reevaluating the current Support of Things (SoT) customer support models in light of this inevitable shift. Auto onboarding.

Self Service 138

Self Service Wireless Chatbots Video 138

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

Talkdesk

APRIL 7, 2020

Opentalk 2020 Virtual includes a full day of thought-provoking content and presentations, including keynotes from Talkdesk® executives and CX visionaries, as well as on-demand breakouts featuring Talkdesk experts, customers and industry leaders. Four specific strategies for wowing customers every time. Sign up by May 1, 2020.

Customer Service 81

Customer Service Contact Center Wireless Leadership 81

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Verizon already began to shut down its 3G networks at the end of 2020, but the sunset for commercial and government customers will be at the end of 2022. For home security customers, home security alarms have become a critical focus of this switchover.

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Wireless 90

Wireless Call Recording Video Contact Center Software 90

Talkdesk

APRIL 15, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. Network Security All Talkdesk wireless networks are secured with WPA2.

Wireless 81

Wireless Policies Contact Center Groups 81

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

NobelBiz

APRIL 29, 2020

Smaller contact centers don’t always have an IT department, so in these cases, we recommend escalating the issue to your managers until you find someone that can help. First Level Call Center WFH Troubleshooting: The first thing you should do is a speed test – we recommend Speedtest.net. Ensure you have a wired headset.

Call Center 52

Call Center Wireless Contact Center Training 52

PeopleMetrics

DECEMBER 19, 2014

You have been working hard to get your CEO to buy into the need to get closer to customers. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback! Go for the five W’s and one H.

Data 83

Data How To Net Promoter Score Wireless 83

TechSee

JANUARY 14, 2021

If you’ve ever been tempted to smash your wireless router or take a bat to your smart thermostat out of sheer frustration, then you already have a pretty good idea of why we do what we do at TechSee. Never heard of TechSee? R&D Approach at TechSee: Rockstars creating the future. The world of vision awaits us! Hear from the team.

Company 109

Company Wireless Video Insurance 109

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. trillion of business value and 6.2 Interested in more?

Data 83

Data Wireless Transportation Government 83

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Wireless 72

Wireless Call Recording Video Contact Center Software 72

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

AWS Machine Learning

JULY 31, 2024

From startups to global enterprises, these trailblazers are harnessing the power of large language models (LLMs) and foundation models (FMs) to boost productivity, create differentiated customer experiences, and drive meaningful progress across a variety of industries by taking advantage of purpose-built generative AI infrastructure on AWS.

Innovation 119

Innovation Training Wireless Chatbots 119

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! Where do they struggle?

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. Super-Agent introduces auto-onboarding that allows customers to scan a QR code and activate their product immediately. How does he do it?

Sales 84

Sales Wireless Innovation Consumers 84

Pointillist

JANUARY 19, 2022

Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. How are you currently measuring this customer’s experience? But your customer sees each interaction as one continuous journey to reach her goal. Your Customers Aren’t Responding.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Education Services Group

JULY 22, 2021

New logo acquisition and current customer expansion demonstrates ESG’s accelerated traction in the marketplace. ESG, the leader in Customer Success as a Service®, is proud to announce outstanding Q2 2021 results. Q2 2021 client expansions: Global contact center software leader. Wireless networking global leader.

Customer Success 52

Customer Success Wireless Contact Center Software Consulting 52

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. Shep Hyken.

Examples 75

Examples Self Service Wireless Call Center 75

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. The classic ‘Who is our customer?’

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

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. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service.

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

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. What makes customer experience difficult? Published on: October 30, 2015.

Customer Experience 48

Customer Experience Transportation Insurance Wireless 48

Eptica

AUGUST 5, 2016

Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing.

Self Service 50

Self Service Wireless Social Media Contact Center 50