Stella Connect

OCTOBER 4, 2021

Customer Service Appreciation Week is here. 6 Customer Service Appreciation Week Gift Ideas. 6 Customer Service Appreciation Week Gift Ideas. 2: A wireless charging mouse pad . And, one study of call center employees found that team members with standing desks were 45% more productive than those who sit, WebMD adds. .

Wireless 52

Wireless Customer Service Call Center Connections 52

Beyond Philosophy

MAY 25, 2016

Whilst the strike is mainly on the traditional telecoms service it is not just being contained there as you can imagine, with an overall brand perception at a 3 year low and this is having a negative effect on Verizon Wireless. Employee Engagement and Customer Experience Are Linked. Consider the outsourcing of the call centers.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Vonage

MARCH 11, 2016

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. Like an estimated 57 percent of customers , I first went online to find some self-help. Time to call.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He had previously been in consulting (Phoenix Group and American Productivity and Quality Center Consulting Group), and also worked for HP/Compaq. In those, customers give feedback, and Sprint responds to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

TechSee

OCTOBER 16, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Brands are reevaluating the current Support of Things (SoT) customer support models in light of this inevitable shift. Auto onboarding.

Self Service 138

Self Service Chatbots Video Wireless 138

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service.

Customer Service 52

Customer Service Government Wireless Contact Center 52

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Interactions

JANUARY 23, 2019

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. It’s important to note that when most customers call, they’re already in a state of stress. Here are the challenges they often face: 1.

Wireless 48

Wireless Self Service Call Center System 48

TechSee

DECEMBER 19, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Super-Agent introduces auto-onboarding that allows customers to scan a QR code and activate their product immediately. How does he do it?

Sales 84

Sales Wireless Innovation Connections 84

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. So, how are leading enterprises using customer journey analytics in the real world?

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Talkdesk

APRIL 15, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. Network Security All Talkdesk wireless networks are secured with WPA2.

Wireless 81

Wireless Policies Contact Center Groups 81

Heart of the Customer

SEPTEMBER 25, 2014

Her mission is to introduce customer experience principles to improve the city’s experience for its citizens and clients. Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. Using personas to drive customer empathy.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Magellan Solutions

APRIL 24, 2020

TELUS is also an outsourcing company providing multilingual customer service and digital IT services. Their outsourced jobs include major projects, such as their Wireless to the Home program and other IT functions. Founded in 1990, TELUS is a multinational company involved in a wide range of industries. Slack Technologies, Inc.

Company 59

Company Banking Telecommunications Airlines 59

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. By Stephanie Ventura.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Magellan Solutions

NOVEMBER 30, 2017

Mobile companies in particular rely heavily on the knowledge and skills of their technical support employees to provide a great customer experience to their valued clients. And who comes to the rescue of these disgruntled customers? And this is a fact, regardless of the method the customer used to contact the mobile company.

Company 40

Company Customer Experience Wireless Effort Score 40

Avaya

SEPTEMBER 19, 2016

are confident in the location data they receive from wireless callers. 911 call center networks capable of receiving the information. At the same time, the majority of the emergency call centers today have a serious problem with grade of service. The way I see it, this is like a three-legged stool.

Call Center 40

Call Center Wireless Transportation Hospitality 40

Brad Cleveland Blog

FEBRUARY 26, 2016

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado.

Innovation 26

Innovation Wireless Customer Experience Customers 26

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service? appeared first on Brad Cleveland.

Wireless 26

Wireless Customer Service Connections Customers 26

Brad Cleveland Blog

MAY 20, 2016

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. A wireless carrier that I have worked with has a well-organized customer access … Too often, the latter is the case.

Strategy 20

Strategy Wireless Customers Examples 20

Brad Cleveland Blog

MAY 20, 2016

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. A wireless carrier that I have worked with has a well-organized customer access … Too often, the latter is the case.

Strategy 20

Strategy Wireless Customers Examples 20

Brad Cleveland Blog

FEBRUARY 26, 2016

The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email.

Innovation 21

Innovation Wireless Customer Experience Customers 21

Verint

OCTOBER 10, 2017

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. You can do this with customer journey maps. And we believe the best solutions are omnichannel.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Brad Cleveland Blog

FEBRUARY 26, 2016

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email.

Innovation 20

Innovation Wireless Customer Experience Customers 20

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 21

Wireless Customer Service Connections Data 21

Brad Cleveland Blog

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices).

Wireless 26

Wireless Connections Communication Mobile Customer Service 26

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. 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? It’s all about the customer. What do you think drives this change?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Brad Cleveland Blog

JULY 31, 2015

IoT refers to the connection of wireless devices to the Internet and to each other. As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 20

Wireless Customer Service Connections Data 20

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. 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? It’s all about the customer. What do you think drives this change?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. While this might make your customers happy, it ends up shredding your bottom line. Because of this, you need to keep all of the customers you can.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. While this might make your customers happy, it ends up shredding your bottom line. Because of this, you need to keep all of the customers you can.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Brad Cleveland Blog

OCTOBER 29, 2014

Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries.

Wireless 20

Wireless Loyalty Insurance Airlines 20

Brad Cleveland Blog

OCTOBER 29, 2014

Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries.

Wireless 20

Wireless Loyalty Insurance Airlines 20

Avaya

SEPTEMBER 28, 2016

Like anyone calling 911 in an emergency, Vroome expected her call to go quickly and smoothly, but it didn’t. Vroome’s call was one of 5.7 million 911 calls that come from wireless phones in NC—about 74% of all 911 calls in the state according to data from 2015.

Data 40

Data Wireless Automotive Software 40

Brad Cleveland Blog

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.

Wireless 20

Wireless Connections Communication Technology 20