Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

Self Service 60

Self Service Exercises Analysis Call Center 60

Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. If they weren’t before, Covid-19 has made broadband services a vital lifeline for many people. . Despite what customer experience managers might first think, the pandemic is the perfect time to do this. Customer Experience.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Esteban Kolsky

JANUARY 29, 2018

Pair the drive to create better careers (including the agents handling more complex inquiries, and more empowerment to solve issues as they see fit) with more customers finding their own answers via self-service systems across channels and voila! Churn went down, customer satisfaction went up.

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Comm100

APRIL 26, 2020

Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. When we bring structured and unstructured data together inside of an effective Customer Experience Management platform, it’s amazing the story that can be told! Omni-channel unstructured customer feedback makes things even more challenging.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130