TechSee

MAY 15, 2018

As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated.

Analysis 111

Analysis Marketing Self Service Wireless 111

TechSee

JANUARY 7, 2020

A recent study of the phenomenon of churn revealed that 39% of Americans who canceled a contract with a company in the past 24 months cited poor customer service as the primary reason. Shoddy self-service. Unable to solve her problem on her own, she must contact customer service. Robotic service.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

TechSee

OCTOBER 10, 2019

T-Mobile’s Team of Experts are small, localized groups of customer service agents that sit together in shared spaces called pods and operate as sub-units to collaborate to solve customers’ issues. They build relationships with specific customers and are measured both on individual and team performance.

Contact Center 117

Contact Center Culture Self Service Wireless 117

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

Tricia Morris

SEPTEMBER 25, 2015

In a highly competitive telecommunications industry, nTelos Wireless is a regional provider striving to inspire customer growth and loyalty by better connecting with its customers and the communities it serves. A Focus on Customer Convenience. of Multichannel Customer Service Webinar. You can read more here.

Self Service 40

Self Service Wireless Customer Service Telecommunications 40

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

Tricia Morris

JUNE 19, 2015

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service , it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

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! Are transitions smooth?

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 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. 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

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

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 40

Government Self Service Customer Service Social Media 40

Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

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? For instance, a telecom customer can diagnose and resolve connectivity issues in a number of ways. By Steve Offsey.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

CSM Magazine

JUNE 22, 2020

Quick-service restaurants, too, benefit from new tools, devices, and applications that improve their efficiency while keeping customer satisfaction high. Today, you’ll find everything from parking lot self-service kiosks to scannable QR codes at quick-service restaurants. Table Tops and Kiosks for Ordering.

Technology 52

Technology Self Service Wireless Software 52

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. The customer care team oversees the call center, IVR, chat and other customer service channels.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Interactions

JANUARY 23, 2019

Combine this dissatisfaction with the fact that customers have more choice than ever when it comes to these services, and it becomes easy to see why churn rates for cable providers (30%) and wireless providers (21%) are so high. It’s important to note that when most customers call, they’re already in a state of stress.

Wireless 48

Wireless Self Service Call Center Call Center Experience 48

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

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. The bolded items comprise the core elements of a complete customer engagement suite. And we believe the best solutions are omnichannel.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Qualtrics

JULY 15, 2019

Beginning with free shipping – all customers who spend $25 or more are eligible for free shipping with Amazon, and for $119 a year, Amazon Prime customers have the opportunity to get free shipping on thousands of single possible. Social Media – 72% of customers expect a response to a complaint in under an hour.

Customer Experience 37

Customer Experience Self Service Apparel Social Media 37

Pointillist

OCTOBER 22, 2018

mPath aims to provide AI-based technology to scientifically measure customers’ experiences even when they don’t describe it themselves. Artificial intelligence has the ability to transform the customer feedback survey into a context-aware instrument for customer engagement. Dashboards are not made for self-service.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 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