Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. August 10, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. August 10, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Here are three ways to achieve this: 1.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. At a basic level companies need to deliver the information that consumers want, as quickly, accurately and consistently as possible. For example, people want answer fast answers – in the U.S.

Loyalty 48

Loyalty Insurance Effort Score Contact Center 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Research from Ovum/Tyntec with US and German consumers show that it is driving changes in behavior in four key ways : Consumers expect faster answers on mobile channels. Consumers want to interact on new channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Customer service is handled by 1,400 agents in three contact centers. Benefits include: Sherlock is receiving 40,000 hits per month Agent training time has decreased by 30% 97.7%

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media.

Self Service 48

Self Service Brands Social Media Contact Center 48

Myra Golden

AUGUST 4, 2016

Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. This special training will be held online – August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET.

Training 58

Training Insurance Contact Center How To 58

Myra Golden

AUGUST 4, 2016

Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. This special training will be held online August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET.

Training 40

Training Insurance Contact Center How To 40

Magellan Solutions

JULY 14, 2021

HMO and insurance are offered over the years. There is a slowdown in US consumer activity. In recognition of this threat, in 2016 the IT and Business Process Association of the Philippines (IBPAP) unveiled Roadmap 2022. This is in comparison to just 53% in 2016. Contact centers expect a revenue growth of between 3.3%

Call Center 52

Call Center Comparison Roadmap Healthcare 52

Magellan Solutions

APRIL 24, 2021

Businesses are not hiring contact centers to become band-aid solutions. Determining the dangers and threats in the business structure of your Healthcare Contact Center partner is not enough. Invest in technologies that aim to reduce time-consuming or repetitive work. Health Insurance Companies. Competition.

Healthcare 52

Healthcare Call Center Insurance Banking 52

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. In fact, only 16 companies were able to deliver any sort of response on three channels, despite the vast majority offering them as contact options. What can be done? Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

SurveySensum

JULY 14, 2020

He specializes in CX Strategy, Customer Journey Mapping, CX Program Management, CX Consulting for Insurance, Manufacturing, Retail, Telecom industries. He is a New York Times #1 bestselling author and an international speaker on leadership, employee engagement, customer experience, customer loyalty, and consumer advocacy.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

InteractionMetrics

JULY 22, 2019

A patient’s discussion with the billing office regarding fees, insurance, etc. For gauging how the contact center handles communication , statistically-valid analysis of call and email recordings is the best way to go. Journal of Patient Experience , Apr 2016. Centers for Medicare & Medicaid Services, Baltimore, MD.

Survey 40

Survey Hospitality Healthcare Study 40

InteractionMetrics

JULY 22, 2019

A patient’s discussion with the billing office regarding fees, insurance, etc. For gauging how the contact center handles communication , statistically-valid analysis of call and email recordings is the best way to go. Journal of Patient Experience , Apr 2016. Centers for Medicare & Medicaid Services, Baltimore, MD.

Survey 40

Survey Hospitality Healthcare Study 40

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. The ResponseTek Listening Platform™ makes it easy for customers to share real-time feedback on key interactions wherever they occur – contact center, retail, online, field operations or social. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120