Vonage

MARCH 11, 2016

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. Melanie asked if it would be okay if she called back in 30 to 45 minutes to just check in and make sure everything was OK.

Wireless 146

Wireless Average Handle Time Knowledge Base Contact Center 146

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. 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.

Customer Experience 40

Customer Experience Contact Center Customer Journeys omnichannel 40

Talkdesk

JULY 31, 2017

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. We’ve been in the business for a long time. There’s an entirely new generation of metrics that is popping up, things like second call avoidance. Why should the customer have to call you back?

Innovation 41

Innovation Wireless Average Handle Time Hotels 41

Talkdesk

JULY 31, 2017

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. We’ve been in the business for a long time. There’s an entirely new generation of metrics that is popping up, things like second call avoidance. Why should the customer have to call you back?

Innovation 40

Innovation Wireless Average Handle Time Hotels 40

Michel Falcon Experience

FEBRUARY 11, 2019

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. But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores?

Hospitality 60

Hospitality Customer Service Customer Experience Net Promoter Score 60

Michel Falcon Experience

MARCH 12, 2019

Every time I ask you a question that you say “Yes.” ” To, you put one finger up at a time; just don’t start with the middle finger. I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences.

Net Promoter Score 12

Net Promoter Score Culture Hospitality Employee Engagement 12