Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Self Service 40

Self Service Wireless Customer Service CRM 40

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market.

Call Center 81

Call Center Company Telecommunications Banking 81

SurveySensum

SEPTEMBER 25, 2024

Did you know that in 2024, 88% of customers think customer service is more important than ever? US companies lose an astounding $75 billion annually due to poor customer service. It’s not a small figure, and it paints a picture of just how much customer service is valued regarding business outcomes.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

ShepHyken

SEPTEMBER 22, 2017

The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? You may be thinking utility companies, budget airlines, wireless carriers or shipping companies. Wait, is this really a DMV?

Wireless 81

Wireless Government Entertainment Airlines 81

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Effective journey management aligns each team around customer experience and provides the foundation for successful journey orchestration.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

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

Guavus

JULY 10, 2018

Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. Traditional Customer Care Ops Systems Lack a Wholistic View. Customer Care Ops teams typically monitor customer service call volumes separately. Customer Experience is Affected.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

Magellan Solutions

MAY 6, 2020

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market.

Call Center 52

Call Center Company Telecommunications Banking 52

Interactions

JANUARY 23, 2019

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. Needless to say, this makes it difficult for CSPs to retain agents as well as customers.

Wireless 48

Wireless Self Service Call Center Call Center Experience 48

Natalie Petouhof

SEPTEMBER 19, 2016

And while this post is about customer service, we can’t really separate marketing, customer service and other disciplines. This post is about customer service, but the initial engagement of Millennials is typically through efforts that tend to fall into marketing – though can also be done in customer service.

Wireless 40

Wireless Social Media Contact Center Study 40

Answer Dash

APRIL 17, 2020

There are a few core principles to understand when you’re getting started with customer experience. The first is that customer service and customer experience are different things. Customer experience includes every interaction your customer has with your brand, including those that happen outside of your channels.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Customers are switching services and switching brands rapidly. Customer service is no longer a commodity, it’s a competitive differentiator.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Customers are switching services and switching brands rapidly. Customer service is no longer a commodity, it’s a competitive differentiator.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. 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. By Stephanie Ventura.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Meet Our Panel of Customer Experience and Customer Service Leaders: Nicholas J. CRMs are under-utilized for customer retention.

Software 40

Software Customer Experience Company CRM 40