Today, 1to1 Media published an article penned by Enghouse Interactive’s CTO, Alex Black. The article, “IT’s Role in Delivering Top-Notch Customer Service,” provides insights into why successful, strategically focused IT executives are taking a holistic approach to improving customer service.
Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Customer Interaction Analytics. The term Customer Interaction Analytics refers to the analysis of all interactions between contact centers and customers, whether that interaction was via telephone, email, a web chat session, or even [...]
Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. The most widely-used forms of non-voice customer contact (apart from letters and fax) are email and self-service, followed by SMS, text chat and web [...]
National Customer Service Week takes place the first week of October every year and is an opportunity to celebrate the front-line staff that are regularly surprising and delighting your customers. Customer service teams are the lifeblood of many companies, helping retain customers through random acts of service. How are you celebrating Customer Service Week? Companies [...]
With more than 40 million subscribers on its GSM network, Smart Communications, Inc. (SMART) is the Philippines’ leading wireless service provider. SMART fully upgraded their 1,200 seat multi-site customer contact center from a collection of legacy technologies that were no longer meeting their business needs to a CosmoCom-powered next generation contact center solution delivered by ePLDT – Unified Contact Center Plus (UCCP).
I was perusing some of my favorite online media outlets this week, and was inspired by some of the articles that I read. Here are a few to help fire up your customer service efforts: Tom Vander Well writes on the Iowa Biz Blog about his experiences with his local State Farm Agent. Tom’s experience [...]
I am not a big fan of reality TV, but a new reality competition on television called “The Voice” compelled me to tune in just because of the name. It’s “hook” is that the celebrity coaches must decide whether or not to select a talent for their team based solely on what they hear. The [...]
In a press release today, CosmoCom announced that Hong Kong Broadband Network Limited (HKBN) has been utilizing the CosmoCall Universe all-in-one virtual contact center suite for their broadband subscriber customer service. The Customer Engagement team at HKBN offers a one-stop solution for customers, from telemarketing to handling billing and technical inquiries. CosmoCom’s advanced skills-based routing [...]
You and your captive audience deserve better than bread and water!
If your call center is like most call centers, your customers spend some time on hold waiting for a company representative. And likely, your customer’s hold experience is similar to sitting in the dentist’s office… that bland classical music played while waiting for your turn. However, have you noticed that waiting rooms for dentist or doctor offices has changed? Now you get a television with infomercials that entertain, inform and even attempt to sell while you wait. Why don’t call centers do the same with their hold system?
Happy Friday! This week, I have been inspired by a few different posts, detailing how the voice of the customer helped a company gain and retain customers, as well as how delegation and employee empowerment make a difference in companies. Here are the articles that inspired me this week: On the Business is Personal blog, [...]
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