Vonage

OCTOBER 22, 2015

This can help you to identify unhappy customers – allowing your team to quickly contact them and address their concerns – as well as develop insights into what’s really causing customer dissatisfaction. Wireless and mobile. Speech and text analytics. Social media. Video and vines.

Technology 120

Technology Customer Service Gamification Wireless 120

Customer Bliss

JULY 19, 2018

Perhaps managers and supervisors need better development training. Sue Martin Homes is a Global E-commerce Customer Service Executive with over 25 years experience in Customer Service, Call/Contact Center, and Business Operations Management in E-commerce Retail, Outsourcing, Wireless, Cable, and Airline industries.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

CX Accelerator

APRIL 11, 2018

There is hope for frustrated managers. Above all else, don't let your managers "game the score" That is, don't let them waste time trying to artificially adjust measurements that aren't meaningful for your customers. The first is Karin's book "Winning Well: A Manager's Guide to Getting Results - Without Losing Your Soul."

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

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. An inability to smoothly and promptly manage the transition to a 4G home security system could result in higher-than-average customer churn. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G.

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

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.

Trends 111

Trends Customer Experience Wireless Consumers 111

NobelBiz

APRIL 29, 2020

Towards the end, we also give some recommendations to supervisors and managers on how to effectively oversee work-from-home to prevent issues. 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.

Call Center 52

Call Center Wireless Contact Center Training 52

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

Pointillist

SEPTEMBER 28, 2021

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 centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

AWS Machine Learning

JULY 31, 2024

NTT builds lightweight, high-performance LLMs for sustainable AI The NTT group, together with Intel and Sony, has established Innovative Optical and Wireless Network (IOWN) as a new industry forum whose mission is to meet social and technological needs of society through innovative and sustainable technology.

Innovation 125

Innovation Training Wireless Chatbots 125

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. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

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

DCX

FEBRUARY 9, 2025

Source Unlock Influence That Inspires Action Your playbook for building unshakable influence for CX professionals who lead, manage, or want to be heard. Bottom line AI is not a magic bullet for shrinking contact centers. Helium Mobile is flipping the wireless industry upside down.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

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

Education Services Group

JULY 22, 2021

Grew employee base by 15%, adding skills such as project/program management, digital marketing and automation, solution design, internal communications, and Customer Success management. Q2 2021 client expansions: Global contact center software leader. Wireless networking global leader.

Customer Success 52

Customer Success Wireless Contact Center Software Consulting 52

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Pointillist

JANUARY 19, 2022

Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. Typically, wireless providers gauge customer satisfaction with online diagnostic tools or agent-supported channels like live chat or a phone call.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

CSM Magazine

FEBRUARY 24, 2021

The individual award for Front-Line Customer Service Professional of the Year – Technology Industries recognizes a senior project manager on MetTel’s CX team for orchestrating complex solution deployments that require out-of-the-box thinking and extra-mile effort to meet improbable deadlines. billion in government contracts.

Customer Service 52

Customer Service Wireless Government Contact Center 52

CSM Magazine

MARCH 30, 2022

One positive of helping customers to do more for themselves is that it frees up hard-pressed contact center agents to handle more complex queries by phone, chat or email, and this is where companies can add real value. solidDB – In-memory relational database management system. UNICOM Systems – IBM Mainframe software products.

Self Service 59

Self Service Customer Service Wireless Government 59

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Avaya

JUNE 1, 2017

The whole fan/ticket/customer experience gets better with online, in-app, mobile ticketing management capabilities. Contact centers that work with and respond to the user expectations of fans at any given moment provide an enhanced and optimized experience. The right contact center will help sell out stadiums.

Sports 50

Sports Technology Engagement Wireless 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. Share this page on: Tweet.

Customer Experience 48

Customer Experience Transportation Insurance Wireless 48

CSM Magazine

MAY 7, 2019

The contact center business environment is more fast-paced today than it has ever been before. You must have a mechanism for identifying and fixing network problems fast for all your switches, routers, servers, and wireless devices. Are you looking for a tool that’s focused on network management or network monitoring?

Tips 40

Tips Wireless Contact Center Software 40

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. . He was involved in so many various roles, and the ones he repeated the most were those as a product manager, even though he hadn’t identified it yet.

Wireless 52

Wireless Contact Center Software Leadership Software 52

Verint

NOVEMBER 16, 2017

Customer-centricity, leveraging the power of knowledge management and increasing the speed and accuracy of work output are not new concepts in the customer engagement industry. Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

Natalie Petouhof

SEPTEMBER 19, 2016

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

Wireless 40

Wireless Social Media Contact Center Study 40

Bob Hayes

MARCH 2, 2015

I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. analyzing sentiment of emails or of contact center conversations). Correlates of the Customer Sentiment Index.

B2C 40

B2C Net Promoter Score B2B Analysis 40

Talkdesk

JULY 31, 2017

Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. When they launched, a bunch of us went out and we spent a lot of time with them in the contact center. You talked about having customer voice in the C-suite. Do you actually see it coming to the board level?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. When they launched, a bunch of us went out and we spent a lot of time with them in the contact center. You talked about having customer voice in the C-suite. Do you actually see it coming to the board level?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

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

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 20

Strategy Wireless Customers Examples 20

Avaya

SEPTEMBER 29, 2016

Specifically, they wanted automation capabilities for the infrastructure to make it easier to deploy and manage. At Avaya, we’re partnering with 22 Capital Partners to prototype the Smart City platform in the Gramercy District in the Washington, D.C. Now, with 22 Capital Partners, we’re taking it a step further.

Government 40

Government Healthcare Contact Center Video 40

Pointillist

OCTOBER 22, 2018

Calls to their contact center are recorded and randomly assessed for quality. For example, let’s say you are a customer experience manager for a restaurant and you know your food ordering app went down for a few hours. Image Source: www.buildempathy.com. Despite all this, they acknowledge the method has shortcomings.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

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. There are still many contact centers that put internal performance numbers ahead of customers’ needs. 3 Think for yourself.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

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. I dialed Verizon Wireless’s customer service line. The phone is not dead.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

ClearAction

NOVEMBER 4, 2020

TELUS ranked top wireless network by JD Power. Mine customer comments from your contact center and other sources. Re-allocate your CX management resources in budget, people and time to support the above. In meetings, encourage managers to ask: What’s our intention? Establish Intentional CX as North Star.

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

Measurement 209

Measurement CEM Telecommunications Wireless 209