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. Examples of high-effort interactions include: Repeat contacts. Wasted customer time.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

TechSee

NOVEMBER 11, 2019

While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own. 2. Indications of Connectivity Loss. Susan is late for work for the third time this week.

Technology 138

Technology Wireless 2024 Connections 138

CX Accelerator

APRIL 11, 2018

Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. Karin was named on Inc.'s Home To CX Accelerator

Customer Experience 140

Customer Experience Wireless Leadership Books 140

Talkdesk

APRIL 7, 2020

Using Virtual Private Network (VPN) connections is a common alternative tactic employed by many companies to enable remote agents. This tactic is not future-proof, as it comes with the additional cost of buying and building out technology that will no longer be used once agents return to the contact center.

Customer Service 81

Customer Service Contact Center 2020 Wireless 81

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.

Customer Service 85

Customer Service 2015 Wireless Contact Center 85

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 Journey Omnichannel Metrics 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. 2 Serve before you sell.

Contact Center 59

Contact Center Customer Expectations 2017 Management 59

TechSee

DECEMBER 19, 2018

With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular. 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.

Sales 84

Sales Wireless Download Innovation 84

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. 60% connect to the Internet wirelessly when they are away from work or home. Why does it matter? They are different than other generations that have come before then.

Wireless 76

Wireless Social Media Events Contact Center 76

ShepHyken

JUNE 2, 2017

The larger an organization becomes, the harder it is to stay connected. To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. We’ve effectively become the victims of our own success.

Blog 75

Blog Wireless Call Center 2017 75

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. billion devices are connected to the web, a phenomenon industry folks refer to as “The Internet of Things” (IoT). By 2020, the number of connected “things” is expected to rise to 30 billion. Should we be worried? The ticket is closed.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

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. Connections Between Metrics and Outcomes are Fuzzy at Best. Now, she’s able to use her mobile app to complete her goal. You know the feeling.

Customer Journey 75

Customer Journey Measurement Net Promoter Score Metrics 75

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 Contact Center Customers 90

Avaya

JUNE 1, 2017

Customer experience is also impacted by the human connection experienced when purchasing tickets and merchandise. 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 2001 50

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 Contact Center Customers 72

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. But it offers enormous potential too. CX isn’t just a nice-to-have or an ephemeral buzzword.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Avaya

SEPTEMBER 29, 2016

Communications and networking infrastructure need to be automated to simplify deployment, particularly as the Smart City expands to include all the consumer devices that will connect wearables and IoT applications, including smart appliances. We’re defining it with a new partner appeared first on Avaya Connected Blog.

Government 79

Government Healthcare Contact Center Travel 79

CSM Magazine

FEBRUARY 24, 2021

Angela partnered with MetTel’s IT and Development teams to design a new system workflow she called “Invoice Analysis Request,” making it available to all customers who wished for an in-depth review of their billing inquiries beyond the general support that the contact center agents are able to provide.

Customer Service 52

Customer Service Government Wireless Contact Center 52

PeopleMetrics

JULY 17, 2018

Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. visit to store, call to contact center, visit to website). Market Research vs. VoC. One month in, a customer feature disappears, such as transcription of voicemail to text.

Measurement 210

Measurement CEM Telecommunications 2001 210

Avaya

SEPTEMBER 28, 2016

million 911 calls that come from wireless phones in NC—about 74% of all 911 calls in the state according to data from 2015. Yet 911 call centers rely on the cellular carrier to provide a cell phone’s location data. Like anyone calling 911 in an emergency, Vroome expected her call to go quickly and smoothly, but it didn’t.

Wireless 80

Wireless Automotive 2015 Government 80

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. It was familiar, and he was easy to contact.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. It was familiar, and he was easy to contact.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Brad Cleveland Blog

JULY 31, 2015

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other. appeared first on Brad Cleveland.

Wireless 26

Wireless Customer Service Reference Connections 26

Brad Cleveland Blog

JULY 31, 2015

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 20

Wireless Customer Service Reference Connections 20

Brad Cleveland Blog

JULY 31, 2015

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 20

Wireless Customer Service Reference Connections 20

Brad Cleveland Blog

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices).

Wireless 26

Wireless Connections Communication Mobile Customer Service 26

Talkdesk

MAY 5, 2020

Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. Wireless headsets can suffer from interference from other wireless devices in the area. Full headset recommendations can be found here.

Contact Center 60

Contact Center Wireless Travel Connections 60

Brad Cleveland Blog

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.

Wireless 20

Wireless Connections Communication Technology 20

Brad Cleveland Blog

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.

Wireless 20

Wireless Connections Communication Technology 20

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. In addition, the number and type of devices that connect to your network increases constantly.

Wireless 40

Wireless Contact Center Document Demo 40

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Customer Service 52

Customer Service Customer Experience Magazine Books 52