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Customer ExperienceFinancial Services & FintechFintech for the aging population: What to consider when developing more age-inclusive apps and customer service
The young fintech industry has some major hurdles to jump over to unlock the value from our aging population. But it’s worth the effort with an eye towards app development and customer service that includes these three tips.
Customer ExperienceThree considerations when outsourcing your voice-based customer support
Although digital channels are growing, a TELUS Digital survey showed voice customer support is still the most popular option with consumers. So for now, here’s how to continue to optimize your outsourced voice programs.
Customer ExperienceFinancial Services & FintechThree areas where fintech start-ups are revolutionizing the customer experience
Fintech companies like WeSavvy, Wizdee and eToro are changing the finance industry for the better by using technology like social platforms, machine learning, and IoT to create more emotional, high-touch customer experiences.
Customer ExperienceEmail customer support: Striking the right balance between personalization and automation
Email is still the most-used service channel world-wide. But how do you personalize email while maintaining efficiency and controlling costs? Learn these tips to both automate and personalize, even at the same time.
Customer ExperienceFive ways to ensure your email customer support program is mobile friendly
Despite other digital channels, email still ranks as a top (even preferred) customer support channel. But as consumers continually adopt mobile devices, the need for email to be mobile friendly is critical. Read these tips for mobile email support.
Customer ExperienceOptimizing email for the modern customer service environment [Best practices study]
While chat and social media customer support seem ‘way cooler’- email remains more appealing than ever, ranking as the number one option for support for those under the age of 55. Optimize your email support programs with these tips.
Customer ExperienceCommunications & MediaWhat telecoms are doing right in customer service – Best practices from Telstra, TELUS, and Republic Wireless
To avoid major outages, Telstra used aerial drones to inspect cellular sites and transmission lines for signs of trouble. Here are a few other ways telecoms are keeping up with customer service demands.
Customer ExperienceWhat to consider when outsourcing video chat and SMS customer support
Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.
Customer ExperienceSix ways to make the most out of outsourced chat support for both customer service and sales
Data shows that customers love chat customer service. But when it comes to outsourcing this support channel, what should you consider to keep CSAT high? Here are six tips from industry experts.
Customer ExperienceGamesHow to develop a world-class approach to customer service in gaming
A players’ loyalty in gaming should never be taken for granted. From World Gaming to World Gaming League, industry experts share what it means to create amazing player experiences using customer service. Read their tips.
Customer ExperienceBPO: The ideal breeding ground for BPI (Business Process Improvement)
Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.
Customer ExperienceHow to anticipate customer needs
From mobile support and gamification, to speedy response times and personalization, this article explores a few ways to get ahead of customer service requests — and even delight customers along the way.
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