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Posted on August 06, 2015 in Scoop.it

Ryanair claims to have become the first airline to fly more than ten million international passengers in a month as its customer service overhaul continues to boost business.

Posted on August 06, 2015 in Scoop.it

Customer success is a buzzword that has been flying around the web.

Posted on August 06, 2015 in Scoop.it

The fastest-growing retailer in 2014 was Hudson’s Bay thanks to a 254-percent sales boost compared to 2013.

Posted on August 06, 2015 in Scoop.it

Source: www.callcentrehelper.com A good post on employee engagement or lack there of. Worth the read for any #callcenter operator

Posted on August 05, 2015 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Satisfaction

Tags: #callcenter• #contactcenter• #custexp• #custserv• CSAT• Customer Experience• Customer Service Consulting

Customer Service Talent Matters: Why ‘delighting’ your customers is just all wrong From www.washingtonpost.com – Today, 1:51 PM Research shows customers are no more loyal if they feel their interaction with customer service meets or exceeds their expectations, but they will stop doing business if they feel they’ve had a difficult experience. Colin Taylor TRG‘s […]

Posted on August 05, 2015 in Scoop.it

Research shows customers are no more loyal if they feel their interaction with customer service meets or exceeds their expectations, but they will stop doing business if they feel they’ve had a difficult experience.

Posted on August 05, 2015 in Scoop.it

In an age of persistent connectivity, no modern event would be complete without its own mobile app.

Posted on August 05, 2015 in Scoop.it

In this guest post Tenacity CEO Ron Davis outlines Tenacity, sets out how Social Physics can change the dynamics in your contact center resulting in healthier, happier and more connected agents. What is more it can reduce attrition, and increase Customer Satisfaction and NPS scores. Introduction: Tenacity is an employee engagement application for contact centers, […]

Posted on August 05, 2015 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Satisfaction • retention • Technology

Tags: #callcenter• #contactcenter• #custexp• #custserv• #Cx• Attrition• CSAT• NPS

In this guest post Tenacity CEO Ron Davis outlines Tenacity, sets out how Social Physics can change the dynamics in your contact center resulting in healthier, happier and more connected agents. What is more it can reduce attrition, and increase Customer Satisfaction and NPS scores. Introduction: Tenacity is an employee engagement application for contact centers, […]

Posted on August 04, 2015 in Scoop.it

When you sign up and pay for an annual service the only update or change should be one that benefits the subscriber. Otherwise it’s pretty much called a gyp by those over 40.