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BizReport | Advertising November 21, 2016

Expert: How to set up your call center for the holiday rush

Black Friday and Cyber Monday are mere days away, but there is still time to ensure your business puts their best foot forward, especially with customer service and call centers. One expert explains how. ... >>

BizReport | Ecommerce September 19, 2016

60% of consumers want customer support channels improved

Call centers are holding back the customer support experience, according to new research from Ovum and BoldChat, with most consumers preferring to avoid voice. ... >>

BizReport | Trends & Ideas July 12, 2016

Just 12% of 16- to 55-year-olds prefer to phone customer service

If you thought it was just younger generations that prefer to text, instant message or email businesses for customer service, think again. ... >>

BizReport | Loyalty Marketing December 07, 2015

Scripted call center agents off-putting, finds research

Do your customer service agents sound robotic? Research reveals that customer service interactions with agents that are too scripted are putting off customers as much as long hold times.... >>

BizReport | Internet January 06, 2015

Expert: Why video chat won't be big in 2015

Yesterday an expert weighed in on what trends would help businesses in 2015. Today, another is weighing in on what not to do, and it's focused on video and customer service. ... >>

BizReport | Trends & Ideas December 15, 2014

Popular music, not the sound of silence, keeps callers on hold longer

If you want to keep people on hold when calling your customer service or sales representatives, play them something they will know, suggests new research by ICM for soh. ... >>

BizReport | Loyalty Marketing June 06, 2014

Service providers ignoring demand for customer care via social media

While two-thirds of service providers believe that mobile customers turn to social media channels such as Facebook and Twitter because they are unable to contact a customer care agent via any other channel, the reality is quite different, according to... >>

BizReport | Trends & Ideas March 21, 2014

Study: Personal Presence Trumps Digital Decorum for Optimal Customer Experience

New research from CX Act finds that despite the onslaught of social media and digital channels, most consumers still prefer to use offline methods to make contact with businesses.... >>

BizReport | Loyalty Marketing September 09, 2013

Predictive dialer pause puts off otherwise responsive consumers

Brand new research reveals the majority of consumers are happy for companies to contact them by telephone and many will answer calls from unfamiliar numbers, but the same research reveals the extent to which the dreaded predictive dialer pause causes... >>

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