Blog

Our blog showcases shared perspectives, expertise and insights related to issues and advances in the cable and telecom industry. Written by seasoned industry professionals, our blog aims to keep you fully abreast of relevant information that’ll help your business operate more efficiently while providing optimal service to customers. Topics include improvements in the customer experience journey, operational efficiencies, advancements in technical operations, digital care, data analytics, smart automation, and much more.

Defining Healthcare Trends Revolutionizing the Industry in 2019

Driven by both market demands and increasing competition, the Healthcare Industry is placing greater emphasis on customer and patient experiences in delivering improved services to patients and caregivers. To do this, many Healthcare companies are depending on transformative technologies. In this month’s blog, Kevin Zehnder, Vice President and Head of Customer Experience Solutions and Consulting at eClerx Customer Operations provides his insights on new approaches and technologies that can be leveraged to improve the patient experience based on Blake Morgan’s Forbes article, “The Top 5 Trends in Customer Experience for Healthcare.”

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IS YOUR QUALITY TEAM NECESSARY?

Call center agents are the first line of defense and point of contact for customers, most of whom who expect seamless service with agents who meet and anticipate their needs. But delivering on customer demands and expectations may not be simple as companies imagine. In our latest Customer Operations blog post, Kevin Zehnder, eClerx’s Vice President of Customer discuss the components critical in creating and running a strong, effective Quality assurance team that delivers exceptional customer service.

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EIGHT STRATEGIES TO EFFECTIVELY COACH CALL CENTER AGENTS AND IMPROVE CUSTOMER EXPERIENCE

Coaching call center agents can be challenging and time consuming, with uneven results. But it doesn’t have to be. By executing proper knowledge, application of new skills and tweaking existing ones, call center managers can hold more successful call center agent coaching sessions in no time. This blog post presents eight strategies crucial to cultivating an effective team and improving the customer experience.

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IMPROVE YOUR CUSTOMER EXPERIENCE WITH THE RIGHT INTERACTION ANALYSIS

Customer interactions are generally owned by customer care and are used to provide coaching and feedback. This process can be productive in moving the needle one agent at a time. However, a broader strategy can drive higher rates of performance and deliver customer intelligence that can increase a company’s NPS score and resolution rates while reducing costs. In the following white paper, Kevin Zehnder, Head of Customer Experience Solutions & Consulting provides an outline of how these tactics are applied to a business problem and examine sample results that provide the answer you’re looking for.

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AVOIDING EXPENSIVE TRUCK ROLLS- THE HUMAN TOUCH STILL MATTERS

Many telecommunication companies are struggling with decisions around when and where to apply additional investment to effectively resolve customer support issues. There are quick and simple strategies that companies can undertake to improve business in the long and short term. Mike Taylor, eClerx’s Avoidable Truck Roll Manager, shares tactical insights that can help service providers quickly and proactively resolve repair issues and increase customer satisfaction.

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Simplifying Customer Experience

Many companies are challenged with pinpointing precisely what needs to be changed along the customer journey to enhance the overall experience. But how can companies simplify their end-to-end approach to enhance customer interactions while gaining valuable insights on each customer along the way? In our latest blog, Simplifying Customer Experience, Kevin Zehnder, Head of Customer Experience Solutions, discusses the benefits and importance of objectively analyzing each experience from the customer’s point of view while illustrating why the brand promise should be defined by individual customer needs.

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