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. Omnichannel Interaction Data is Siloed or Nonexistent.
TechSee
JANUARY 7, 2020
Even though 61% of the telcos in question tried to retain their customers after they canceled their contracts — usually by offering a discount or an apology — their efforts were evidently unsuccessful. Instead it suggests that the best way to increase loyalty is by reducing effort. Enhancing customer retention in the telecom industry.
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CX Accelerator
APRIL 11, 2018
At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. Your customer doesn't care what you got on your internal score card. Teach them to reinforce these critical actions every day and the score will take care of itself.
CX Accelerator
APRIL 11, 2018
At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. Your customer doesn't care what you got on your internal score card. Teach them to reinforce these critical actions every day and the score will take care of itself.
TechSee
APRIL 10, 2019
According to Forrester’s CX Index scoring system, telcos that increase CX score by one point will generate an additional $3.39 Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. And by how much? Boost revenues?
Pointillist
JANUARY 19, 2022
Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. You set a goal to increase customer satisfaction or reduce the effort required by customers in certain channels. But it has its limitations.
ClearAction
NOVEMBER 4, 2020
1 Empathy-infused H2H has been a weakness historically, and it will take concerted efforts for it to remain prominent. By preventing the need for remedial efforts you gain more time to be creative. At TELUS, our customer experience efforts were going well, but we wanted to perform better than industry norms.
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