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Major investments in improving federal digital customer experience not bearing fruit, Forrester finds

Posted on April 29, 2015 in Scoop.it

Digital channels show “paltry use” with less than a fifth of online adults interacting via email and no other channel, including mobile apps, getting higher than 5 percent use.
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A MassMutual CMO Answers 4 Questions for Marketing Innovators

Posted on April 29, 2015 in Scoop.it

Heather Smiley, CMO, Retirement and Worksite Insurance at MassMutual, will address these 4 questions….
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Customers are disenchanted, finds World Retail Banking Report 2015

Posted on April 27, 2015 in Scoop.it

The twelfth annual World Retail Banking Report (WRBR) by Capgemini and Efma has found that, for the second year in a row, improvement in global retail bank customer experience levels has stalled.
According to the report, which draws on research from 32 markets and global data from over 16,000 retail banking customers, stagnating global customer experience levels, combined with an alarming increase in customers willing to leave their banks, points to weakening bank-customer…
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Omni-Channel Design Gone Wrong

Posted on April 24, 2015 in Scoop.it

I had recently tried to upgrade our TV service here at the office so we could watch some local playoff games. First step, let’s go to the xfinity web site. After all, every company has options to upgrade services within your web account right? This is what we continue to be preached about in monthly statements, email promotions, mobile applications, and our good friend the IVR. xfinity promotes it so much, I bet I could get a free bowl of soup by just logging in. After logging into my account an
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HGS call centre unable to find enough employees in Thunder Bay

Posted on April 24, 2015 in Scoop.it

A lack of willing workers drove the HGS call centre out of Thunder Bay, according to the company’s vice president of human resources but a man who wanted to work there sees things differently.
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The top companies for customer service are …

Posted on April 24, 2015 in Scoop.it

There’s nothing better than a great return policy or a wonderful sales representative. See what companies money expert Matt Granite thinks are the top in the country for stellar customer service.
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IRS Accused by Congress of Diverting Funds from Customer Service

Posted on April 24, 2015 in Scoop.it

The House Ways and Means Committee released a new report Wednesday on the Internal Revenue Service s declining level of customer service during the 2015 tax-filing season, blaming the IRS for diverting funds away from taxpayer service to finance…
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The Evolving Art of Anticipatory CX

Posted on April 24, 2015 in Scoop.it

How many times a day do you receive some form of message notification and glance briefly at your phone before putting the device back in your pocket? If the message isn’t an emergency, you might ju…
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Prison Labor Company Features Promo Video Touting “Best-Kept Secret in Outsourcing” – The Intercept

Posted on April 23, 2015 in Scoop.it

Searching for the “best kept secret in outsourcing,” one that can “provide you with all the advantages” of domestic workers, but with “offshore prices”? Try prison labor!
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Are you talking to me? | theOutsourcing-guide.com

Posted on April 23, 2015 in Scoop.it

By Mark Atterby Despite being the channel customers love to hate IVR (Interactive Voice Response) is still growing and is predicted to be worth $2.78 billion by 2017, according to a 2012 report from Global Industry Analysts (GIA). The growth is being driven by outbound IVR to deliver important notifications and proactive customer service functions. IVR has had a mixed history, on one hand reducing call wait times and improving overall efficiencies and service levels, on the other, driving cust
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