Avaya

SEPTEMBER 18, 2018

I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner, 75% don’t believe their VoC programs are effective). Consider the story of the world’s oldest customer complaint , which has recently gone viral.

Customer Experience 47

Customer Experience Net Promoter Score Contact Center Analytics 47

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Call Center Management Gamification 52

ShepHyken

OCTOBER 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon.

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

Comm100

MAY 1, 2018

While these three generations make up the bulk of the workforce, it’s important to consider the oldest outgoing generation, as well as the incoming generation that is on the horizon. Born from the mid 1920’s to the early-to-mid 1940’s, the “Traditionalist” or Silent Generation is the oldest living generation still active in today’s workforce.

Management 104

Management How To Groups Financial 104