Remove Average Handle Time Remove Call Center Remove Technology Remove Wireless
article thumbnail

Why the phone is still king for customer support

Vonage

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. Read on to learn what Melanie did, why other channels would have failed, and how Verizon Wireless empowered Melanie to make it happen. Time to call. I dialed Verizon Wireless’s customer service line.

article thumbnail

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. The call center folks live in their software all day.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. The call center folks live in their software all day.

article thumbnail

How to Improve Contact Center Optimization with Customer Journeys

Pointillist

Contact centers are now considered more than just service centers. Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth. Improve Cross-functional Collaboration.

article thumbnail

Customer Experience Keynote Speaker: Customer Service vs Customer Experience

Michel Falcon Experience

My career started in 2007 as a call center agent in my early twenties. I joined, worked in the call center, answered a hundred calls a day for about a year, five days a week. And the, uh, the majority of the calls came from the US because that was where the biggest footprint was for the company.

article thumbnail

People-First Culture Keynote: Las Vegas 2019 (Employee Engagement & Company Culture Keynote)

Michel Falcon Experience

But I joined the company, and I started off in the call center answering 100 calls a day. I didn’t grow up wanting to be a call center agent; no disrespect to the industry, but it’s just nothing I aspired to do. That is where Netflix beat blockbuster was time. ” I would never argue that.

Culture 12