Customer Service Life

MAY 20, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. Our customer support operation began to mature and that was due in large part to partnering with a company that had vast amounts of experience in the contact center industry.

Customer Experience 67

Customer Experience Contact Center NPS Gaming 67

Inside Customer Service

FEBRUARY 3, 2022

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. Consumer brands outsource their customer contact center. It's a hands-on opportunity to apply some of the techniques I advise my clients to use.

Contact Center 130

Contact Center Retail Customer Service Sales 130

Kerry Bodine

JUNE 20, 2015

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 Diego, California. San Diego, California. October 7, 2015. New York City.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Execs In The Know

MARCH 13, 2023

Want to know what the #1 used car in California is? “We have enabled blended channel, moved workflows and conversational AI into the contact center, and allowed guests and hosts to see their support tickets online. Our largest contact type is billing.” Currently, there are 2.6 How Does Turo Work?

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Fonolo

JULY 9, 2018

Each year, Fonolo takes pause and looks at the big CX picture, studying the work of the best and brightest contact centers across all industries and regions. Remarks from the Recipients: We take great pride in providing a world-class customer experience through our global contact centers.

Customer Experience 52

Customer Experience Contact Center Technology Technology 52

Customer Service Life

MARCH 15, 2019

When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission). I recently wrote an article for ICMI with technology upgrades for contact centers to consider in 2019.

AI 63

AI Machine Learning CX Net Promoter Score 63

Hodusoft

JANUARY 16, 2023

A large number of enterprises and contact centers utilize the least cost routing tools with the intent to save costs and provide consistent services even in case of an outage. For instance, ABC is a telephone company in California searching for the least expensive way to direct phone calls to New York.

ML 52

ML Machine Learning Contact Center Engineering 52

Fonolo

MAY 8, 2019

A family reunion that Friday night in California was not something I wanted to miss, or be late for. The Contact Center Guide to Managing Spikes in Call Volume. , I decided that the 25-or-so-minutes I had to connect in Denver was not ideal (the updated connection time was due to a revised flight itinerary).

Customer Service 57

Customer Service Contact Center Customer Relationship Customer Experience 57

Execs In The Know

SEPTEMBER 14, 2021

Although our plans for a live Fall Customer Response Summit in California wasn’t possible due to the recent COVID-19 variant concerns, we feel very fortunate to have the experience and expertise to pivot to a fully virtual event,” said Chad McDaniel, President and Co-Founder of Execs In The Know.

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Lightico

NOVEMBER 16, 2022

Customers dealing with complicated or stressful loan modification processes are prone to repeat calls, straining contact centers and increasing overhead costs. Based on the information received, the representative either sends modified terms that require a signature or escalate the case to a secondary business center and compliance.

Compliance 52

Compliance Legal Contact Center Omnichannel 52

Intercom

JANUARY 5, 2023

“Instead of trying to optimize the contact center experience with all sorts of things, they said, ‘Let’s get rid of an inbound phone number.’ When in fact, the contact center is really just there because other departments or other groups have caused some issues that need to be handled.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

CSAT.AI

MAY 12, 2022

If you have really crappy water in your area you could invest in a filtration system or a water cooler service for your contact centers. How Much Water? Ok, not everyone likes the taste of water. These act as a reminder to stay hydrated. If your workers have access to quality water they are more likely to drink it.

Gaming 80

Gaming Contact Center Sports Start-ups 80

Kerry Bodine

JANUARY 13, 2016

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 Diego, California. Which conferences would I recommend? CEM in Telecoms.

CEM 48

CEM CX Contact Center Customer Loyalty 48

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. Oakland, California. Which conferences would I recommend? Clarabridge’s C3.

CEM 48

CEM CX Contact Center Retail 48

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. Emerge as a CX Leader by Unlocking the Value of AI in Your Contact Center. Customer Shop Talk Highlights.

Innovation 52

Innovation Artificial Intelligence AI CX 52

Customer Service Life

DECEMBER 17, 2018

I think of my colleague Kathryn in Grants Pass whose sister lost her house in the recent California wildfires. In past years I’ve shown a pie chart for this question but I’m not sure it’s necessary this year. The reality is that it’s the people in our lives that really matter.

Customer Service 60

Customer Service Entertainment Start-ups Contact Center 60

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Employee engagement.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Fonolo

MARCH 17, 2020

Romano cannot say with sincerity that he was ever a car enthusiast, a surprise given that he was born and bred in Southern California, an indefatigable “car country” where driving is on par with breathing and waking and sleeping. “As When I ask him how he ended up journeying down this road, he says with amusement, “Accidentally.”.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

Execs In The Know

APRIL 8, 2022

The world has undergone significant change, and contact center agents have been asked to handle challenges unimaginable only a couple of years ago. That’s why we invite you to consider joining us during our next CRS event, taking place in Coronado, California, October 24–26, 2022.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Execs In The Know

OCTOBER 27, 2021

Craig provided a panoramic view of his brand’s transformation from a single hardware store in Sonoma, California to an iconic brick-and-mortar and eCommerce leader. After swinging toward integrated brand support, an upsurge in sales support volume within the contact center saw Williams-Sonoma shift back to brand-specific support.

Contact Center 52

Contact Center Actionable Insights NPS Retail 52

SurveySensum

JULY 14, 2020

She is a trusted industry voice for guidance on emerging contact center channels and technologies. Product Manager and oversees conceptualization, design, and delivery of key tasks for the development of our customer service platforms that improve customer service experience in our contact center. . LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Callminer

MARCH 6, 2020

Kayla Pendleton is the Owner and Founder of Her Space , a co-working space and community for women entrepreneurs in Fresno, California. What would you do if a customer claims the product they received through shipping is damaged or defective? Kayla Pendleton. For me, customer service interview questions need to revolve around…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Kayla Pendleton is the Owner and Founder of Her Space , a co-working space and community for women entrepreneurs in Fresno, California. What would you do if a customer claims the product they received through shipping is damaged or defective? Kayla Pendleton. For me, customer service interview questions need to revolve around…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182