CX Blog

In part three of this three-part series, Martin Tracey discusses how using a master solutions partner should be leveraged when taking on new technology. See why a master solutions partner creates the perfect bridge between the customer and the provider now. 

Not so long ago, when a customer was interested in a particular technology, they would do research (references, internet, trade shows) and then invite vendors to demo and discuss their technologies. In most cases, the provider/manufacturer of the technology would connect with a local trusted partner from their partner channel for assistance. They would organize and demo the technology to help customers understand how it could help their organization. 

Not so long ago, when a customer was interested in a particular technology, they would do research (references, internet, trade shows) and then invite vendors to demo and discuss their technologies. In most cases, the provider/manufacturer of the technology would connect with a local trusted partner from their partner channel for assistance. They would organize and demo the technology to help customers understand how it could help their organization. 

Not so long ago, when a customer was interested in a particular technology, they would do research (references, internet, trade shows) and then invite vendors to demo and discuss their technologies. In most cases, the provider/manufacturer of the technology would connect with a local trusted partner from their partner channel for assistance. They would organize and demo the technology to help customers understand how it could help their organization. 

“When is my membership renewal date?” “How many educational credits do I need this year to maintain my designation?” “What are the benefits of my association membership?” If you work for a professional association, you probably have members asking these questions every day. How well you handle these situations impacts membership renewals and retention.

5 Customer Service Tips for Healthcare Industry Contact Centers

Why can’t you tell me over the phone?”, “What do you mean that’s not your policy?” “Is there anyone else who can help me?” Those are common customer service complaints in healthcare. In addition to actual medical attention, patients and their families often deal with booking appointments, getting specialist referral visits and reporting billing errors. That leads to understandable patient frustration.

"They are our sales force. Without wholesalers and retailers, we can't make money!" a Business Development Manager said to me recently. He was right! Most manufacturers do not sell directly to the public. Instead, they sell through wholesalers and retail channels to make a profit.

5 Customer Service Tips for Insurance Industry Contact Centers

Insurance is one of the most challenging industries for customer service. People do not want to think about life insurance since, it reminds them of dying. Others think auto insurance prices are too high. Meanwhile, people file claims only when something bad happens: car accident/theft, home disasters or even serious illness/death.

“A chain is only as strong as its weakest link.” That saying is at the heart of customer experience: consistently execute every step in a customer’s journey. That is vital when your customers’ heating and air conditioning is at stake. So, how do major HVAC (Heating, ventilation, and air conditioning) contact centers ensure their customers get the best possible experience? Here are five tips:

Do people dread contacting your Help Desk? Have you received poor Customer Satisfaction Scores from external clients? Or, poor employee attitude survey scores from internal colleagues? Here are five quick tips to provide better IT Help Desk customer service.