Customer service

ADM Endeavors, Inc. (ADMQ) Production Facility "How It's Made" Video Increases In Popularity

Wednesday, June 3, 2020 - 2:00pm

The video was produced at our Just Right Products, Inc. Haltom City, Texas facility.

Key Points: 
  • The video was produced at our Just Right Products, Inc. Haltom City, Texas facility.
  • One of them made a video explaining the production process of his products at our facility, which has had more than 430,000 views.
  • To meet its customer needs, Just Right Products has implemented state of the art in house production that is supplemented with factory direct international sourcing.
  • Just Right Products has maximized its work area by offering on site traditional brick and mortar retail within its manufacturing facility.

Wolters Kluwer Awarded Three NorthFace ScoreBoard CX Awards for Excellence in Customer Care

Tuesday, June 2, 2020 - 3:09pm

Wolters Kluwer, Health today announced that the global customer support teams for UpToDate, Ovid and Lippincott have each once again received the NorthFace ScoreBoard Award from the Customer Relationship Management Institute LLC (CRMI).

Key Points: 
  • Wolters Kluwer, Health today announced that the global customer support teams for UpToDate, Ovid and Lippincott have each once again received the NorthFace ScoreBoard Award from the Customer Relationship Management Institute LLC (CRMI).
  • This is the ninth year in which Wolters Kluwer customer experience teams have won the honor.
  • Due to the unique customer-only vote criteria, the NorthFace ScoreBoard Award is considered a leading benchmark for customer service.
  • Wolters Kluwer teams excelled in the following areas:
    Ovid , Lippincott , and Audio Digest product line customer support teams achieved an overall customer support satisfaction SBI rating of 4.4 for service to individual customers and 4.5 for enterprise clients and excellence in customer loyalty.

SurveyMonkey Accelerates Position in Customer Experience (CX) Market

Tuesday, June 2, 2020 - 1:30pm

SurveyMonkey will continue to deliver newer customer experience offerings under the GetFeedback Suite brand in 2020 and beyond.

Key Points: 
  • SurveyMonkey will continue to deliver newer customer experience offerings under the GetFeedback Suite brand in 2020 and beyond.
  • The GetFeedback Suite will help organizations seamlessly leverage their customer and operational data, and power automated actions that improve the overall customer experience.
  • This announcement comes on the heels of recent customer wins in 2020, including cybersecurity software provider, SimSpace, which needed to quickly set up customer experience programs across their customer service and product teams to tap into user feedback.
  • Usabillas digital customer experience platform addresses many pain points customer experience professionals face in running an effective digital experience program.

Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

Tuesday, June 2, 2020 - 11:30am

Sitting on the front lines of the customer experience strategy, agents have an outsized role in ensuring long-term sustainable growth driven by the contact center.

Key Points: 
  • Sitting on the front lines of the customer experience strategy, agents have an outsized role in ensuring long-term sustainable growth driven by the contact center.
  • Research firm Gartner has found that 86% of customer experience executives rank employee engagement as a top factor in delivering improvements in CX.
  • By easing key agent pain-points, eliminating skills gaps and handing agents the tools they need to succeed, contact centers can ensure consistent, engaging customer experiences that drive positive business outcomes.
  • CXone drives greater efficiency, satisfaction and retention among agents while improving customer acquisition and growth metrics.

Fonolo and 3itee Partner to Offer a Cost-Effective Call-Back Solution

Tuesday, June 2, 2020 - 8:00am

"When it comes to call centres, businesses are paying more attention to the customer experience," says Shai Berger, CEO, Fonolo.

Key Points: 
  • "When it comes to call centres, businesses are paying more attention to the customer experience," says Shai Berger, CEO, Fonolo.
  • "Our solution will help 3itee's clients manage high call volume and long hold times to improve this experience for their customers while streamlining their processes."
  • "The Fonolo call-back solution is an excellent and class-leading addition to our suite of products," says Ronald Burnett, Director, 3itee.
  • Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice.

Experts at Infiniti Research Share Unprecedented Insights on Benefits of AI-Driven Customer Intelligence in Banking

Monday, June 1, 2020 - 5:04pm

As such, it is becoming extremely critical for banking sector companies to step-up their customer intelligence capabilities to better gauge customer needs and think beyond customer experience to a broader measure customer mindshare.

Key Points: 
  • As such, it is becoming extremely critical for banking sector companies to step-up their customer intelligence capabilities to better gauge customer needs and think beyond customer experience to a broader measure customer mindshare.
  • Here some of the key reasons why experts at Infiniti think that AI-driven customer intelligence could radically transform and simplify processes in the banking industry.
  • AI-driven customer intelligence helps businesses to better transform their customer outreach based on customer behavior and preferences.
  • Established in 2003, Infiniti Research is a leading market intelligence company providing smart solutions to address your business challenges.

Valor Global, Leading Customer Care Solutions Provider, Announces They Are Hiring Hundreds of Employees in Boise, Idaho

Sunday, May 31, 2020 - 1:00pm

BOISE, Idaho, May 31, 2020 /PRNewswire-PRWeb/ --Following the announced acquisition of customer care solutions company Pro Service Boise in March of this year, Valor Global is looking to hire hundreds of employees for their newest location.

Key Points: 
  • BOISE, Idaho, May 31, 2020 /PRNewswire-PRWeb/ --Following the announced acquisition of customer care solutions company Pro Service Boise in March of this year, Valor Global is looking to hire hundreds of employees for their newest location.
  • Valor Global, which is headquartered in Phoenix, AZ, is hiring for several notable customer service clients including T-Mobile and Sprint.
  • While all Valor Global team members will be working remotely during the pandemic, applicants must reside in the Meridian/Boise area.
  • Valor is the industry leader in NPS, CSAT, retention in Customer Care, Account Management, First party collections, and technical support.

Zappix Launches Visual IVR Customer Self-Service Solution For Another Retail Customer

Friday, May 29, 2020 - 6:15pm

BURLINGTON, Mass., May 29, 2020 /PRNewswire-PRWeb/ --Zappix, the leading Visual IVR and Customer Self-Service vendor, has launched its flagship Visual IVR solution for another national retailer.

Key Points: 
  • BURLINGTON, Mass., May 29, 2020 /PRNewswire-PRWeb/ --Zappix, the leading Visual IVR and Customer Self-Service vendor, has launched its flagship Visual IVR solution for another national retailer.
  • Zappix has seen increased demand for its Visual IVR solution in recent months as businesses handle the significant impact of COVID-19 on contact centers.
  • As the company launches Visual IVR with this new customer, Zappix also plans to launch multiple customers in the next couple of weeks as well.
  • Zappix Visual IVR and on-demand customer service solutions automate tedious interactions that make up the vast majority of customer service calls and free up live agents to focus on complex interactions where their skills and empathy bring great value.

 ComEd Extends Customer Bill-Assistance Support Through July 1

Thursday, May 28, 2020 - 9:52pm

Connecting customers with assistance options tailored to their needs is at the heart of our commitment to support our communities.

Key Points: 
  • Connecting customers with assistance options tailored to their needs is at the heart of our commitment to support our communities.
  • In addition, ComEd encourages customers whose electric service was disconnected for non-payment prior to March 13 to contact its customer care team at 800-334-7661 to work to have service safely restored.
  • As part of this process, ComEd customer care representatives will work with customers to help identify assistance programs that can supplement bill payment to try to avoid incurring large arrearages that may be difficult to overcome later.
  • Customers who struggle to cover energy expenses have a range of assistance options available through ComEd.

eHealth, Inc. Taps Vision Critical to Uncover Insights that Strengthen the Member Experience

Thursday, May 28, 2020 - 7:00pm

We are partnering with Vision Critical to engage current and prospective members in new channels, more frequently, and in more meaningful ways."

Key Points: 
  • We are partnering with Vision Critical to engage current and prospective members in new channels, more frequently, and in more meaningful ways."
  • Vision Critical's Sparq platform helps companies get the richest insights into their customers' behaviors and attitudes on a regular and immediate basis.
  • "We look forward to our partnership with eHealth and innovating the customer experience," said Ross Wainwright, CEO of Vision Critical.
  • Vision Critical is a continuous customer insights solution provider that enables organizations to drive better business outcomes while ensuring world-class customer journeys.