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Bettering the Customer Experience . . .
The $4 Million Complaint Call
Several years ago, a single problem customer changed the fate of my company. Here's the story. In business, we're often all about the numbers--occasionally to a fault. I'm not saying statistics and metrics aren't useful tools. Sometimes, however, the success or failure of an enterprise comes down to individual interaction--say, a handshake or a phone call. . . . read more >>
Cabela’s Implements Impact 360 Workforce Optimization Software
Cabela’s has recently completed the implementation of its Impact 360 solution across five contact center sites in Nebraska. The specialty retailer selected Verint Impact 360 based on its unified software solution approach and proven, complementary functionality across quality monitoring, speech analytics, desktop and process analytics, performance management, eLearning and coaching, along with encryption management. With these capabilities, Cabela’s has the automated functionality, analytics and intelligence tools it will need to focus on the customer experience in conjunction with offering a wide selection of houtdoor products. . . . read more >>
OpenSpan Works with John Lewis to Enhance Customer Service
OpenSpan, a provider of user process analytics, optimization and automation solutions, announced the addition of John Lewis to its list of retail customers. John Lewis’ department store group operates a network of selling branches as well as online and catalogue businesses. More than 600 customer service assistants (CSAs) serve customers in the two centers. The first implementation of OpenSpan Desktop Automation is underway and went live in April. . . . read more >>
Stellaservice Badge Results in Sales Increase
Proving that excellent customer service can translate into increased sales and revenue, online retailers displaying the STELLAService seal have reported either higher conversion rates or lower bounce rates for their sites. Wayfair.com, which posted 2011 online sales of $500 million, and BabyAge.com, which posted 2011 sales of $41 million, reported that visitors were more likely to make purchases after seeing the STELLAService seal, while 1-800 CONTACTS, the world's largest contact lens store with $332 million in 2011 sales, found that customers were more likely to stay on its site after seeing the STELLAService seal. . . . read more >>
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