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. Companies have taken notice of consumer preference for self-service. Traditional self service. Auto onboarding.

Self Service 138

Self Service Chatbots Wireless Video 138

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. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Shoddy self-service. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Eptica

AUGUST 19, 2015

We’ve had Virgin Atlantic using Google Glass to assist with passenger check-in , and Darty in France using wireless help buttons to connect consumers to customer service agents automatically. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

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

Eptica

AUGUST 5, 2016

These brands are often more agile, flexible and have put customer service at the center of their experience. Online only retailers, streaming video businesses and wireless service providers all beat their traditional competitors when it came to CX scores. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

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

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

Verint

OCTOBER 10, 2017

Often, it’s the trivial things that drive customers off the satisfaction highway into dead ends and roundabouts, such as complex self-service menus and confusing billing statements. They work just as well with data and voice communications and are equally accessible from wired and wireless devices.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Pointillist

OCTOBER 22, 2018

Calls to their contact center are recorded and randomly assessed for quality. Dashboards are not made for self-service. When Leonardo DiCaprio first appears on screen in ‘The Departed’ sensors register a spike in viewer’s skin conductance. Image Source: www.buildempathy.com. After all, it does contain all the insights!

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40