Hodusoft

JUNE 30, 2022

Held in Florida, this annual event brought together 300+ exhibitors and 200+ speakers for the conferences. Paving the path to raising new hopes in business communication technology, HoduSoft enjoyed this opportunity to participate in one of the most well-attended tech events of the year, ITEXPO 2022 , Florida. Automates mundane tasks.

Contact Center 52

Contact Center Technology Technology Gaming 52

Customer Service Life

MAY 31, 2017

Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. Customer Service Question: What did you speak on at the recent ICMI conference? You’ll also learn about the worst trouble we’ve ever gotten ourselves into.

Contact Center 90

Contact Center Customer Service Customer Experience 90

Beyond Philosophy

MARCH 8, 2017

However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. In Florida, we are having problems with our service, so I called customer care.

Customer Experience 124

Customer Experience Engineering Start-ups Gaming 124

Callminer

DECEMBER 17, 2019

Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Contact Center 207

Contact Center Finance AI Innovation 207

Customers That Stick

FEBRUARY 26, 2015

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Tell us how one outside influence impacted your customer service or customer experience thinking. Transactional > Relational.

Customer Experience 164

Customer Experience Retail Sports Social Media 164

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Sarah Rowan, a customer service staffer for Southwest at the Pittsburgh airport, took the call.

CX 111

CX Customer Service Customer Experience 111

Fonolo

APRIL 20, 2021

Often staffed with savvy, trained agents, these overflow handling services are skilled in interacting with consumers on voice calls. They can help reduce wait times while maintaining the standard of customer service that your organization has worked hard to level-set. These services are presented in alphabetical order.

Legal 148

Legal Finance Healthcare Customer Service 148

Beyond Philosophy

MAY 4, 2016

I see plenty of near-naked people on the beach near my home in Florida, and I can tell you that for the vast majority of the population, the less light, the better. For example, when we design customer experience programs , we recognize that over half of a customer’s impressions are based on emotional factors. What a relief.

Customer Experience 113

Customer Experience Customer Service 113

Beyond Philosophy

MARCH 20, 2020

If I want an elevated experience with better customer service than Wal-Mart (because let’s be real…), then Publix. It’s no good telling people how great you are only to disappoint them with an awful Customer Experience. Most data shows around 60 to 85 shark attacks a year, including this graph from the Florida Museum.

Construction 171

Construction Social Media Management Consulting Start-ups 171

Callminer

MARCH 25, 2020

It may also interest you to know what we’ve done to help both our customers and non-customers alike during these challenging times. First, We Had a Business Continuity Plan (BCP) (and acted early). That plan contemplated the need to transition to a work-from-home workforce.

Start-ups 182

Start-ups Finance Compliance Contact Center 182

Fonolo

MAY 19, 2020

The customer service agents work 24/7 to serve Canadian banking, wealth and insurance at North America’s sixth-biggest bank by assets, along with its U.S. lender TD Bank, whose branch network stretches from Maine to Florida. Now, TD Bank has nearly 9,000 agents working from home. And that’s unlikely to change much now.

Real Estate 91

Real Estate Contact Center Technology Technology 91

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. How to Reduce Contact Center Costs AND Improve Customer Service.

Contact Center 57

Contact Center Education Gaming Customer Retention 57

TeamSupport

JULY 14, 2020

But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship. Here in Part 3, let’s break down silos.

B2B 59

B2B Sales Customer Service Customer Relationship 59

Aquire

SEPTEMBER 20, 2021

The advantages of video chat for customer service. Church By The Sea in Madeira Beach, Florida – The pattern-seeking human mind sees a chicken as the face of this building. When it comes to business, video helps you build rapport with customers and personalize sales and support. Here are three important benefits: 1.

Retail 86

Retail Omnichannel Start-ups Sales 86

Beyond Philosophy

AUGUST 11, 2022

She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Customer service is not going well these days, and many problems are out there. Mandy Morgan wrote in with a litany of comments that support how I feel. Mandy is right. The reason he was given?

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Beyond Philosophy

SEPTEMBER 3, 2020

When a door-to-door salesman you don’t know and haven’t done business with before comes to the house asking to trim the Palm trees, as happened recently at my Florida home, you think, “hmmm…what is he up to?” We believe that companies are always trying to get something out of you, so we have our defenses up.

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

Allen Speaks

JULY 21, 2021

I live in Northwest Florida, aka the 'Panhandle' or Emerald Coast. My 'Winning Guests Through Service" program may be just what the doctor ordered for your DESTINation symptoms! ​ Teresa Allen is ranked #5 on ​ Global Gurus list of the world's top Customer Service Experts.

Hospitality 52

Hospitality Hospitality Customer Service 52

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Episode Overview. She has been in the role now for almost 40 months. About Camille. What About Year Two?

Hospitality 48

Hospitality Hospitality Customer Experience Start-ups 48

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Episode Overview. She has been in the role now for almost 40 months. About Camille. What About Year Two?

Hospitality 47

Hospitality Hospitality Customer Experience Start-ups 47

Beyond Philosophy

DECEMBER 5, 2016

There is an increasingly critical connection between brand promise, corporate trustability and reputation, the customer experience as created by people and processes, and downstream customer behavior. One of my favorite models for doing this is Baptist Health Care, based in Pensacola, Florida. Employees want enrichment.

Non-Profits 98

Non-Profits Social Media Healthcare Customer Experience 98

Fonolo

MARCH 12, 2019

On a recent trip to Florida, my girlfriend could not understand how I could be excited by the prospect of visiting a grocery store. They make it fun by offering great products and friendly customer service that is unparalleled in the supermarket world. In Conclusion. After all, buying groceries is not supposed to be fun.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Chip Bell

APRIL 9, 2019

When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.” It was a tall circular structure that dominated the Tampa skyline.

Entertainment 84

Entertainment Construction Customer Expectations Innovation 84

Fonolo

MAY 1, 2018

Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. What better way to start the action than by exhibiting at the highest rated event for contact center professionals?

Contact Center 62

Contact Center Education Start-ups Customer Feedback 62

Fonolo

JUNE 20, 2019

Imagine them having to wait for more than 20 minutes before a customer service agent gets on the phone, only to then be transferred to another department. And, imagine this: You receive a gift card for Christmas and it doesn’t work, so you have to wait for customer service to get back to you. So, we took a stab at it.

Social Media 57

Social Media Customer Service Sales Technology 57

Beyond Philosophy

DECEMBER 26, 2017

Here are some highlights, from a recent employee ambassadorship study conducted on behalf of the customer service operation of a major insurer: • In prior engagement studies, our client had identified poorly performed employee attributes. The post Is Your Company Surveying Employees For Their Commitment To Customers and CX?

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles. The post Recapping the 2017 ICMI Contact Center Conference appeared first on Customer Service Life.

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

Fonolo

APRIL 30, 2018

Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. What better way to start the action than by exhibiting at the highest rated event for contact center professionals?

Contact Center 52

Contact Center Education Start-ups Customer Feedback 52

Intercom

FEBRUARY 3, 2022

. “I love that we’re starting to spend more thinking time around, ‘Maybe we should spend more effort making sure that customers we’ve already earned are happy’” Liam: Let’s talk about customer engagement. Meaning that customers believe that customer service is worse today than it has ever been.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Steven Van Belleghem

MAY 29, 2022

It’s about rebalancing the – currently out of whack – loyalty system where customers can get more value and more engagement than ever. Research by the University of Sydney, University of Florida, and Rutgers University uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Kerry Bodine

JANUARY 13, 2016

Customer 360 Symposium. Customer Service Experience. Service Providers. Orlando, Florida. April 4 – 6, 2016. Hunter Valley, Australia. May 23 – 25, 2016. Washington, D.C. Adaptive Path’s Managing Experience (MX 2016). March 29 – 30, 2016. San Francisco. Media Companies. Loyalty 360’s Loyalty Expo.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Beyond Philosophy

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. Have them fill their net with good emotions, leaving you to reel them in with a Customer Experience that delivers time after time. Customer loyalty is a function of customers’ memories. I enjoy fishing.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Beyond Philosophy

JANUARY 3, 2017

Employees’ actions, including expressing themselves face-to-face and through digital means, directly and indirectly impact much of what we understand about customer experience-based emotion and memory, leading to downstream behavior. You Also Might Like… Culture, Not Rogue Employees to Blame at Wells Fargo.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Customer Loyalty 60

Customer Loyalty Customer Service Customer Experience CX 60

Beyond Philosophy

NOVEMBER 14, 2017

At Southwest, the essence of their culture is that employees rank first, customers second, and shareholders third. Since the company’s founding almost 50 years ago, part of its corporate mantra and mindset is that the enterprise is in the customer service business – they just happen to fly airplanes.

Innovation 87

Innovation Customer Experience Customer Service CX 87

Lightico

MARCH 23, 2022

This includes keeping track of all paperwork, paying bills, scheduling appointments, and handling customer complaints. Customer Service – MGAs must answer questions from prospective customers and handle any problems that arise. Sales – MGAs sell insurance policies to individuals and businesses.

Retail 52

Retail Innovation Sales Customer Service 52

Beyond Philosophy

AUGUST 9, 2016

6 Ways Communities Complement Customer Service. Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights.

Non-Profits 60

Non-Profits Social Media B2C VOC 60