OneReach Shares Customer Service Horror Stories
What’s scarier for businesses than a one-eyed zombie clown lumbering at you with a chainsaw? The thought of losing $41 billion a year.
Learn 7 Ways to Spice Up Your Customer Experience
Some companies still haven’t found the magic recipe for providing a great customer experience, but OneReach’s Elias Parker might be able to help them out. In an article published by UX Mag, Elias lists seven things companies can add to spice up their customer experience, including speed, variety, and consistency.
How to Provide the Ultimate Contact Center Experience
Providing the best customer experience can be a daunting task, but Whitepages’ Jordan Reynolds has a few ideas on how to do it. In his blog post, Reynolds writes that customers are looking for a personal, one-on-one interaction, with a small-town, coffee house kind of feel. Reynolds had the chance to talk with OneReach’s Kevin […]
Want to Improve Your Customer Experience? Introduce ITR
Raise your hand if you hate phone-trees. Yep, my hand is up too. But what if you didn’t have to interrupt your day to glue your phone to your ear, listening to the same monotonous options play while you put your day on hold. What I’m about to tell you next may seem shocking, but […]
Desk.com: Small Businesses Using Big Tools
Customer service is a strategic advantage, especially for small organizations who rely on word of mouth to grow their business. But having a strategy is not enough- it’s important to use tools that empower every employee to provide customers with the service they deserve.
The One Quick Fix That Saves You And Your Customers Time
Solving a problem on the first try is a great way to please customers, save time and control costs. What’s even better than that? Solving a problem before it starts.
Are You Losing Customers to Hold Time?
For years, contact centers have measured performance by ASA (average speed of answer). An ASA under 60 seconds is considered successful, but today’s customers are used to instant access. Having to wait even ten more seconds could be enough for a customer to drop the call.
Gamification: When Employees Win, Customers Win Too
The exact definition of gamification is up in the air, but according to Gartner analyst Brian Burke, gamification is “the use of game mechanics and experience design to digitally engage and motivate people to achieve their goals.” In the business world, gamification uses elements like leaderboards, badges, levels and rewards to encourage specific employee behaviors. […]
Drop the Megaphone: Customer-Centered Text Messaging
I spent a lot of time in Ghana, and Ioved it there. However, whenever I went into the bustling city markets many of the shop-keepers hustled and pushed me like their life depended on it. I’m sure for some of them their life did depend on it, but like most other visitors, this annoyed me to […]
[SUMMARY]–2014 Gartner CX Summit
The 2014 Gartner Customer 360 Summit delivered quite a bit of insightful material this year, all geared toward improving customer experience processes and business strategy. Want to know what true customer experience and effective management are? Answers and notable takeaways from the Summit below.