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Ascensos Uses Calabrio ONE To Schedule and Empower 2,500 Agents and Save 375 Hours a Week

CSM Magazine

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Recent feedback from staff reveals how having a 12-month forward view of schedules is ‘brilliant’. Agents handle on average 170,000 contacts every week.

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JWH Tanks Boosts Growth by 35% with BigChange Digital Transformation

CSM Magazine

J W Hinchliffe (Tanks), a specialist in fuel tank services, has boosted its annual turnover by 35 per cent following the introduction of a BigChange job management system. In addition, the management of staff and vehicles is streamlined with automated checks and alerts, real-time tracking and 24/7 visibility of remote staff.

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Report: Lessons in CX Excellence, 2015

Experience Matters

Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., Here are some highlights from the finalists: Activision Customer Care.

Report 120
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10 Warning Signs That Your Customer Service Sucks

Comm100

But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated. You have an aggressively sales-obsessed customer care strategy.

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ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45
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20 Best Practices for Delivering Excellent Chat Support

GlowTouch

Teaching and learning ‘verbal charisma’ can be a challenging task—for agents and managers! The following best practices are meant to help you build, train, and manage a personable, successful live chat team who delivers exceptional customer care and support. The SaaS company HubSpot experienced tremendous growth in 2013.

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Customer Service Outsourcing: Is It Important For SMEs?

Magellan Solutions

You need to listen to your customers’ request to improve your service. They will give you feedback about your customer’s FAQs and issues. That way, you can improve your product and your customer will remain faithful to your product. BPO companies can give you reports about your customer service operations.