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. The eBook offers a wide range of tactics, tools and technologies that can streamline the customer journey, eliminate processes that waste their time or create duplicate work.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Service Untitled

JULY 25, 2011

Just this week the American Customer Satisfaction Index partnering with ForeSeeResults polled 70,000 users of websites and social networks including Facebook, Google, CNN and Wikipedia. Most of us find customer service and customer satisfaction a challenge just in the businesses and organizations we pay to use.

Customer Satisfaction 42

Customer Satisfaction Wireless Airlines Social Media 42

CSM Magazine

JUNE 22, 2020

Quick-service restaurants, too, benefit from new tools, devices, and applications that improve their efficiency while keeping customer satisfaction high. These hardware items are essential for communicating with staff and customers alike. Advancements in technology have made a tremendous impact in every field.

Technology 52

Technology Self Service Wireless Software 52

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

Customer Bliss

APRIL 11, 2017

They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. The first thing Brian looked at was pre-existing data on what seemed to matter to customers in the wireless industry. They were working with Bain on a transformation around NPS.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Centercode

SEPTEMBER 14, 2020

Consumers rely on wearables like smartwatches, wireless earbuds, and connected fitness products to enhance a wide range of daily activities, from measuring vitals for both proactive and reactive health care to improving their overall quality of life. In 2019, the number of wearable shipments jumped over 80% with a new high of 118.9

Wireless 92

Wireless Connections Feedback Industry 92

Vonage

OCTOBER 22, 2015

Benefits include; automatic routing of customers to their preferred contact, allowing your team to quickly resolve issues, and increasing customer satisfaction – particularly within a business to business environment. Wireless and mobile.

Technology 120

Technology Customer Service Gamification Wireless 120

Alliance by IFS

OCTOBER 30, 2019

With field service IoT , FSOs can simplify asset maintenance, improve equipment uptime and ultimately elevate customer satisfaction. Astea International Inc., The Growing Importance of IoT in the Field Service Industry. By 2025, the global number of IoT connected devices is expected to grow to 22 billion. www.astea.com.

Software 70

Software Wireless Competitive Advantage Customer Satisfaction 70

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Wireless 60

Wireless Marketing Advertising e-support 60

Verint

NOVEMBER 13, 2017

A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. This translates to organizations such as banks placing a high value on customer engagement. Read more for other highlights.

Virtual Agent 32

Virtual Agent Wireless Customer Service Banking 32

CSM Magazine

FEBRUARY 24, 2021

Her clever system-based solution had the twin advantage of setting up an accessible work queue within the company CRM while also providing MetTel leadership ample reporting data to prove that her initiative was clearly meeting a pent-up customer demand. These restaurants were facing imminent service interruption due to nonpayment.

Customer Service 52

Customer Service Government Wireless Contact Center 52

Magellan Solutions

MAY 3, 2022

AT&T is a telecommunications company specializing in phone and internet services, wireless and data communications, IP-based and satellite television, telecommunications equipment, and security services. Technical issues, payment concerns, technical assistance, and subscription upgrade are some of the areas a call center handles.

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

DECEMBER 5, 2022

Spectrum is a leading cable TV, internet, telephone, and wireless services company. Here we look at Spectrum’s customer service performance and contact details. Spectrum customer service is quite highly rated, with support professionals who are knowledgeable and responsive. Examples of poor service.

Customer Service 52

Customer Service How To Social Media Wireless 52

Tricia Morris

FEBRUARY 26, 2016

Based on customer interactions and technologies, we identified three stages of maturity: functional, tactical and dynamic. We then tracked the comparative benefits of advancing customer service maturity in terms of increased agent productivity, manager productivity, customer satisfaction and support for growth.”.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

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. Maybe he should have stuck with the hose. The Consumer Challenge.

Self Service 138

Self Service Chatbots Video Wireless 138

Alliance by IFS

DECEMBER 10, 2018

. “Astea has distinguished itself in a crowded field by its accomplishments on a number of simultaneous fronts,” said Frost & Sullivan’s Industry Director, Mobile & Wireless Communications, Jeanine Sterling.

Management 83

Management Company Self Service Wireless 83

BirdEye

DECEMBER 29, 2021

Whether your business is cash-only or already accepting credit cards – chances are you could benefit from introducing a wireless credit card terminal to improve the payment experience. What do customers want when they pay in-store? Improving the payment experience can boost customer satisfaction and reduce wait time.

Wireless 52

Wireless Automotive Study Social Media 52

CSM Magazine

AUGUST 1, 2017

From a Customer Service point of view, any Customer Relationship Management system needs to access and report on the above. When you’ve worked so hard to build customer satisfaction and loyalty, you don’t want to lose it. He has held various directorships with Cable & Wireless, Vodafone and O2.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

Alliance by IFS

DECEMBER 10, 2018

. “Astea has distinguished itself in a crowded field by its accomplishments on a number of simultaneous fronts,” said Frost & Sullivan’s Industry Director, Mobile & Wireless Communications, Jeanine Sterling.

Company 62

Company Self Service Wireless Software 62

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

Verint

OCTOBER 10, 2017

Now that you’ve chosen the right personnel, provided thorough training, and equipped them with the best technology, your transition and path to effective customer engagement and experiences should provide a bump in customer satisfaction. The bolded items comprise the core elements of a complete customer engagement suite.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Magellan Solutions

MAY 6, 2020

AT&T is a telecommunications company specializing in phone and internet services, wireless and data communications, IP-based and satellite television, telecommunications equipment, and security services. Technical issues, payment concerns, technical assistance, and subscription upgrade are some of the areas a call center handles.

Call Center 52

Call Center Company Telecommunications Banking 52

Tricia Morris

JUNE 19, 2015

Live chat pairs especially well with online self-service as it allows the customer to stay on the same platform and many times multitask during the interaction with the agent, saving the customer time. In numerous surveys, chat has received high marks for customer satisfaction. Give customers the information they want.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

PeopleMetrics

DECEMBER 19, 2014

For example, we’ll conduct Wows and Woes studies to dive into a client’s Net Promoter Score (NPS) or Customer Satisfaction. That leads to learning why customers choose to promote brands, and what is interfering with positive experiences?

Data 83

Data How To Net Promoter Score Wireless 83

Eptica

OCTOBER 30, 2015

In contrast, telecoms companies, such as wireless providers, manage networks with thousands of different pieces of equipment, some of which they own, and some of which can be run by other people.

Customer Experience 48

Customer Experience Transportation Insurance Hotels 48

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. The COVID-19 pandemic forced customers and enterprises alike to rely on digital channels more than ever before.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Alliance by IFS

AUGUST 13, 2019

Service organizations can simplify asset maintenance, improve equipment uptime and ultimately elevate customer satisfaction. Service providers can create highly personalized, usage-based service contracts by leveraging all of this collected data on how their customers are operating their devices. HORSHAM, PA, August 12, 2019 ?

Software 16

Software Management Wireless Customer Satisfaction 16

Beyond Philosophy

JUNE 29, 2015

Starbucks, for example, learned via its community that customers were not staying in the stores when the batteries on their smart phones ran out of power, leaving to go back home or to their offices to recharge. Domino’s has partnered with Lionsgate Pictures to offer a code for free streaming movies when a pizza is ordered.

Consumers 60

Consumers Wireless Banking Leadership 60

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 40

Government Self Service Customer Service Social Media 40

Service Untitled

NOVEMBER 24, 2010

Verizon Wireless for doubling to $350 the early termination fee if a customer cancels their smartphone subscription after the 30-day grace period. Customer loyalty and the practical consumer Today’s economy shows that money defines customer loyalty.

Report 42

Report Consumers Wireless Policies 42

Ecrion

JUNE 18, 2018

can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. IoT gives insurance providers significantly more data about customers , which in turn means insurance providers can give their customers personalized, omnichannel communications. It’s the Internet of Things.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. IoT gives insurance providers significantly more data about customers , which in turn means insurance providers can give their customers personalized, omnichannel communications. It’s the Internet of Things.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Cyara

FEBRUARY 21, 2024

To support numerous devices operating on a single network, a wireless solution is often essential. This, in turn, elevates team confidence in the technology they use, enhances operational efficiencies, improves customer satisfaction , and fosters increased brand loyalty.

User Experience 76

User Experience Wireless Analysis Exercises 76

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Stacy : (01:08) I joined Schindler summer of 2018. This is what I witnessed.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

SurveySparrow

JUNE 27, 2021

Especially when the world is still coming to terms with the COVID outbreak, a brand’s survival is solely dependent on customer trust and loyalty. So, it’s crucial for companies to gauge their customer loyalty, attitude, and sentiment. The reason behind this drop is worldwide travel restrictions.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

Talkdesk

JULY 31, 2017

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? Our customers see an increase in customer satisfaction, coupled with an increase in agent productivity.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42