Category: Digital Transformation
LANtelligence CCTR Insider: Hold, please! 5 Steps For Happily Waiting Customers
Waiting on hold can be a customer's worst nightmare. As customers, we've been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it's like they've never met us before. We're left wondering why we can't just have our issue resolved, so that we can move on with our lives.
5 Ways Tomorrow’s Contact Center Will Deliver Value
Originally published on Call Center Weekly. Read the full article. Imagine what the world will be like after you’ve checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory. Service ...
First Impressions: Apple Business Chat
Imagine ordering a replacement credit card or changing your hotel reservation being as easy as texting your friend. That was Apple’s vision when they introduced Apple Business Chat as part of iOS 11.3, released in March 2018. If you’re an iPhone, iPad, or Mac user, Apple Business Chat brings the convenience of live chat support ...
Accelerating Feedback, Justifying Development, and Anticipating Questions with AI
Customer support is about expectations, and the expectations that customers have today were shaped by their previous experiences. No customer experience exists in a vacuum either. Expectations for all service providers are influenced by all service providers in every industry. Consumer expectations are changing all the time. As businesses scramble to get a competitive advantage ...
We’ve Poisoned the Self-Service Well
Self-service technologies like interactive voice response (IVR) and chatbot systems have a bad reputation. Many customers view them as roadblocks in their journeys, pain points to be eliminated. The technology was well intended, but as Peter Drucker said, “culture eats strategy for breakfast.” Have poor implementations contaminated the water? It’s true, the water has been ...
The Caffeinated Tale of Nespresso & How They Do Customer Experience Right
Coffee is coffee is coffee? Wrong. Call me a coffee snob if you must, but there is a distinct line between good coffee and bad coffee. If you are unaware of this line in the sand, give me a holler and we’ll set up a time to get you on the right track. 🙂 Once ...
Tin Cans & String 