Fenero Recognized for Exceptional Innovation

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TMC names Fenero a 2016 Communications Solutions Products of the Year Award Winner   Miami, Florida October 19th, 2016 — Fenero announced today that TMC, a global, integrated media company, has awarded Fenero a 2016 Communications Solutions Products of the Year Award. Fenero’s platform include inbound call and email routing, outbound dialing, quality and performance management, live customer chat, self-service … Read More

Ten Simple Strategies for Customer Satisfaction and Loyalty

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By Debra Semans It seems that businesses are getting re-focused on customer satisfaction.  Are your customers satisfied?  How do you know? Unless you are actively asking customers about their experience, you can’t really be sure.  Have they not come back because they had no need or because they had a poor experience the last time they did business with you? Customer … Read More

Customer Experience Statistics

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Customer Experience Statistics You might find it interesting that it is projected by 2020 that customer experience will be the most heralded competitive differentiator for businesses, beyond products and services. Below are interesting statistics to help you optimize your customer experience and increase customer retention.   82% of consumers say the number one factor that leads to a great customer … Read More

Managing the Customer Experience

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Matt McConnell There are many different ways to define “customer experience.” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. The truth is that the customer experience is not a single experience, … Read More

The Future of Customer Experience With Next Generation Contact Center Solutions

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“This article is brought to you courtesy of Call Center Times.” by Konstantin Kishinsky, CEO, BrightPattern Some seven years on from the launch of Twitter, we still routinely hear reports of corporate America doing much less than they could be doing to listen and respond to customers via social media channels. This, even as research shows that companies are consciously and deliberately … Read More

Five Major Trends in the Contact Center

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“This article is brought to you courtesy of Call Center Times.” By Dick Bucci, Principal and Founder, Pelorus Associates Pelorus Associates is a market research and consulting firm that carefully tracks important trends and developments within the contact center industry. The following list summarizes five trends that have been underway for some time and we expect will continue to impact … Read More

4 Ways Contact Centers and Marketing Go Hand-In-Hand

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“This article is brought to you courtesy of Call Center Times.” Gail Rigler, CMO, Working Solutions Positive customer experience requires leadership teams to understand every point a customer engages with an organization. The information gathered from each of these departments is critical to a full understanding of the customer experience. With regards to customer interaction, there are few departments that … Read More

Self Service with a Personal Touch

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“This article is brought to you courtesy of Call Center Times.” Pelorus Associates Readers of a certain age will remember the popular sitcom Cheers, about a neighborhood bar where Ted Dansen starred as the proprietor. The refrain of the popular theme song was ”I want to go where everyone knows my name.” That’s the power of personalization. It’s what keeps us … Read More