Comm100

APRIL 7, 2020

For contact centers that use telephone as their primary support channel and don’t have a tech setup that enables remote working, this is potentially catastrophic. The State of Texas Office of the Attorney General found themselves in this situation and realized they had to come up with a solution, and fast.

Customer Service 52

Customer Service Contact Center 52

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. San Antonio, Texas. Which conferences would I recommend? May 8 – 10, 2017.

CEM 48

CEM CX Contact Center Retail 48

ClearAction

MARCH 20, 2020

A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions. During the many years I was voice-of-the-customer manager I struggled to combine the supplier report cards we received from our customers such as IBM, Motorola, Texas Instruments. ” Wow!

Voice of the Customer 62

Voice of the Customer VOC Contact Center Technology 62

Comm100

MARCH 16, 2022

In a survey by CFI Group , a global leader in citizen customer satisfaction measurements, only 68% of citizens said they were satisfied with the service they recently received from government contact centers. When asked if the transaction took a ‘reasonable time to resolve’, just 62% agreed. CHAPTER 3 .

Government 98

Government Customer Service Compliance CX 98

Gainsight

JANUARY 18, 2021

Recently, Nick sat with Anand Chandrasekaran , Chief Product Officer and Executive Vice president of Product Management at Five9, a leading cloud-based contact center software. . It began with his company Aeroprise being acquired by a Texas-based company, BMC. Determination of One’s Path.

VOC 52

VOC Contact Center Start-ups Engineering 52

CX Journey

AUGUST 22, 2018

This can be challenging in any setting but can be particularly difficult in contact centers, where agents might be focused on handle time. Customer Contact Week (CCW) is October 9-12, 2018, in Austin, Texas. The reason the technique is so powerful is that it is counter-intuitive.

Contact Center 27

Contact Center Retail Customer Service Customer Experience 27

Taylor Reach Group

JUNE 5, 2017

Dallas is the fastest growing city in the US and Texas is a “right to work” state. It is more difficult to unionize in ‘right to work’ states, and they tend to have lower wages. These states use this as a lever to try and attract more jobs, growth, and employment.

Hospitality 50

Hospitality Hospitality Retail Government 50

Intercom

OCTOBER 21, 2021

The example that you used, I think it was Buc-ee’s , in Texas. However, in many instances, especially if we’re talking about contact centers, which I imagine is a big part of your audience, we’re often at that stage three. Liam: I love the restroom example because it’s such a simple one.

Customer Experience 64

Customer Experience Start-ups Hospitality Hospitality 64

Fonolo

AUGUST 3, 2017

Kerry Drake was on a mission to get to Lubbock, Texas as soon as humanly possible. To get to Texas, the San Francisco resident booked a United Airlines flight, with only 40 minutes between connecting flights. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Understanding Industry Benchmarks.

Customer Experience 83

Customer Experience Contact Center Hospitality Hospitality 83