TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour.

Self Service 207

Self Service Customer Experience How To Contact Center 207

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

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

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. And it should also mean shorter wait times for those people who do need to speak by phone.”.

Self Service 59

Self Service Customer Service Wireless Government 59

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 Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Pointillist

OCTOBER 22, 2018

Let’s say a machine learning program can detect that you are stressed out and plug in a call-center rep faster, reducing your wait time. Calls to their contact center are recorded and randomly assessed for quality. In customer experience, this can make all the difference. Image Source: www.buildempathy.com.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40