Articles
Tag: contact centers (page 3)
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What Not to Say: Words that Cost You Customers
Everyone has a pet peeve about customer experience. Persistent pop-ups that ask annoyingly, "Need help?" Websites with music in their hearts. Videos that start automatically. Hard to find contact information. Contact centers that make you wait on hold ... for what seems like forever. Intricate, thickly branched phone trees.
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Are You Wasting Money on Customer Experience?
It might have been a big waste of time and money. A new study by CX Act, a customer experience improvement firm, shows the most frequently used and most effective customer touch point is personal contact by phone. The study (registration required), which updates a study the company originally conducted
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Contact Centers Drive the Social CRM Revolution
With more than 2 million Twitter accounts established every day, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM).
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Former Cisco Exec Explains His New Tech Cloud Start-up
A new cloud-based analytics and communications provider hit the streets running this quarter, led by a former senior executive at Cisco whose vision is to reimagine and change the customer communications journey and improve the relationship between customers and brands.
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Can Conversocial Improve Customer Service Experiences?
Conversocial, a cloud-based provider of social customer service software, is out with a major upgrade. Called Conversations, it is designed to help companies manage social media comments from contact centers.
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How to Make Your Customers Love You This Valentine's Day
Between long hold times, mismatched agents and unresolved issues, it’s no wonder why most interactions with a company’s contact center get off to a rocky start.
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5 Things Contact Centers Can Learn from the Butterball Turkey Hotline
For the past 32 years, the Butterball Turkey Hotline has offered advice to anyone overwhelmed by the prospect of cooking the perfect holiday bird. Last year, the company introduced a smartphone app, Facebook live chats, Pinterest posts and other social media tools.
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Weekend Reads: 3 Social Customer Service Tips + The End of SharePoint User Adoption Concerns
Yet another week has come and gone, so why not take a few minutes to relax and catch up on our featured contributions? This week we took a look at why Yammer and Microsoft make SharePoint user adoption concerns a moot point.
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Contact Centers Must Morph into Relationship Hubs
For years, companies have relied on their contact centers to deal with customer interactions, from technical support to requesting medical coverage. But contact centers are on the verge of major change.
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Three Ways to Enable Social Customer Service in Your Contact Center
Customer’s desire for instant gratification has caused a dramatic shift in the channels they use to contact companies for support. Contact centers must adapt to meet these new expectations, particularly when it comes to social media. In the past three years, customer's preference for contacting companies has shifted dramatically towards
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Switching Channels at the Contact Center
When I was in the outsourced call center business in the 1990s, we only needed to manage phone calls and the occasional written communication.
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Contact Center Evolution Calls for Changing Metrics, New Tools
No matter the length of a call with a contact center, if the customer’s happy and has a tangible result at the end, who cares, right? Fifty minutes or five -- does it matter anymore? Meeting Success with New Tools Changes to the metrics contact centers use to
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Next IT Releases Next Gen of Virtual Assistant, Designed for Live Chat Handoffs
If computer scientist Alan Turing were around today, he might be hard pressed to verify if the virtual agents we commonly encounter on websites are software programs or live, breathing humans.
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Aspect's CMO: Customers Decide Which Channel to Use for Customer Service
Social media is now migrating in full force to the enterprise, with particular importance for contact centers. To find out its perspective on this aspect of business socialization, CMSWire recently talked to customer contact vendor, Aspect Software’s Chief Marketing Officer Jim Freeze. Earlier this month, Aspect announced a partnership with Lithium Technologies, exclusively integrating Lithium’s Social
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