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. Complicated instructions – customers should be able to resolve the issue as quickly and painlessly as possible, without exerting unnecessary mental effort on complicated choices.

Self Service 207

Self Service Customer Experience How To Contact Center 207

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs. New metrics are also needed.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

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

TechSee

JUNE 16, 2021

It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. Without high levels of adoption of new technology, the company will not realize the ROI they were likely expecting. But first, it must be adopted. Obtain Management Buy-in.

ROI 251

ROI Case Study Strategy Wireless 251

Talkdesk

JULY 31, 2017

What are the KPIs that customers are focusing on today? What do people measure and use as a leading indicator of customer service? When they don’t design around the customer it usually does not end well. What are the top two or three things customers see when they implement Service Cloud for the first time in terms of ROI?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

What are the KPIs that customers are focusing on today? What do people measure and use as a leading indicator of customer service? When they don’t design around the customer it usually does not end well. What are the top two or three things customers see when they implement Service Cloud for the first time in terms of ROI?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Kate serves Application Development & Delivery Professionals.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147