Vonage

MARCH 11, 2016

The phone is not dead. Let me tell you why. Actually, allow me to gush. I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. She did it primarily over the phone. Yes, she used text and email too.

Omni-Channel 146

Omni-Channel Wireless Contact Center Average Handle Time 146

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses. Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected.

Technology 126

Technology Company Marketing Loyalty Programs 126

Nimble

MARCH 11, 2016

The world is seeing rapid change triggered by the fast advancements in technology which also transform passive consumers into active participants. Many companies are no longer investing into creating products that they can then push down the pipeline to passive audiences. Nowadays, ideas are flowing back up from the consumers to the producers. Image source: [.].

Customer Relationship Management 63

Customer Relationship Management Customer relationships Tips Management 63

transcosmos Information Systems

MARCH 11, 2016

Technical support is heavily dictated by technology. Numerous advances in technology have been rapid and have created various paradigm shifts. In recent years, tech support has changed a lot to catch up with the ever-increasing and diversifying technology trends, not just for business clients, but also for consumers. From “bring your own device” (BYOD) to the use of smartphones and tablets, these massive changes in behavior have impacted the way technical support is delivered.

Trends 58

Trends Multi-Channel Social Media Video 58

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Customers

Think Customers

MARCH 11, 2016

Today's consumers are constantly connected to the Internet, with millions of people doing more and more from their smartphones. These mobile users increasingly expect seamless communications with companies from their devices. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 54

Customer Service Connections Consumers Communication 54

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. Author: Derek Lewis Forrester recently reported that 69% of people still want to contact companies through email. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study.

Brands 48

Brands Customer Service Insurance Retail 48

Nimble

MARCH 11, 2016

The world is seeing rapid change triggered by the fast advancements in technology which also transform passive consumers into active participants. Many companies are no longer investing in creating products that they can then push down the pipeline to passive audiences. Nowadays, ideas are flowing back up from the consumers […].

Customer Relationship Management 49

Customer Relationship Management Customer relationships Tips Management 49

Natalie Petouhof

MARCH 11, 2016

Tweet Capgemini Is Helping Clients to Migrate Application on AWS. Capgemini announced that it is dedicating more global resources to help enterprise customers build and migrate applications on Amazon Web Services (AWS). As part of its extended cloud services program, which includes cloud advisory, migration and managed business services, ‘ Capgemini Cloud Choice with Amazon Web Services ’ will see Capgemini further invest in its dedicated migration factory, leverage AWS technology and develop se

Insurance 40

Insurance Innovation Industry Analytics 40

Verint

MARCH 11, 2016

Designing a knowledge base involves more than just categorizing a set of content and indexing it onto a page. In fact, a well-formed knowledge base can seem almost magical in its ease of use, power of search, and quality of results. So, how can we create these types of intuitive, efficient experiences? We do it by working carefully and continuously to map the user’s questions and queries to well-structured content objects that directly reflect those requests.

Knowledge Base 26

Knowledge Base Management Travel Customer Experience 26

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Communication

Forrester's Customer Insights

MARCH 11, 2016

More than 100,000 people descended on Barcelona, Spain last week to be part of Mobile World Congress (MWC), one of the world's largest annual technology events. My new report, IoT And Insights Are Two Sides Of The Same Coin , recaps some of the MWC 2016, including expectations for new 5G networks, the Internet of Things (IoT), and applications that will deliver value from the multitude of connected things -- and people.

System 25

System Video Report Connections 25

Upwave

MARCH 11, 2016

Forbes and Wired recently tried an experiment. They asked website visitors using ad blocking software to turn it off – and denied them access if they refused. This was a risky move for a few reasons. 1) The media coverage of this experiment could increase awareness and usage of ad blocking software ( our data does show an uptick in consumer awareness ). 2) They could accidentally serve malware ads to consumers after demanding ad blocking software be turned off ( Forbes has been accused of this )

Consumers 20

Consumers Advertising Software Metrics 20

LiveChat

MARCH 11, 2016

I’m sure you remember at least one really, really bad story of a customer having a problem and the customer service failing to solve it. The most famous one is the story of Ryan Block who tried to cancel his service with Comcast and the representative did his best not to let him do that. He insisted so hard on Ryan staying with Comcast as if his life was dependent on it.

Customer Service 43

Customer Service Tips Training Customers 43

Smith+co CX

MARCH 11, 2016

OK, so everyone gets that in today’s commercial world customers are powerful. And, if you give them a bad experience, they’ll probably tell about 10 billion people on every single social network (unless you’re like me and reach only three people on Twitter). Surely this gives the business world an amazing opportunity to be more human, to create things that make us sit up, laugh and even cry.

Communication 28

Communication Marketing Entertainment Brands 28

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