CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. According to Carlos Mu?oz management (WFM). Metrics that matter.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. You’ll be better able to improve the personalization process of your website or app by using data to dictate certain actions that affect your customers.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Vonage

OCTOBER 22, 2015

The one thing which hasn’t changed is that it’s the experience you offer customers that really differentiates you from the competition. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Customer Experience 3.0

Technology 120

Technology Customer Service Gamification Wireless 120

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Think about it. [iv]

ROI 45

ROI Social Media Airlines Customer Service 45