Blog post by Matt Wheatley, Director of Customer Experience at 24-7 Intouch.
Contact centers have embraced the channel revolution. Over the past decade, we have seen the early movers adopt emerging channels from chat and mobile to the complexities of social media. With the rise of new channels, many thought voice calls would decline. However, customers are still relying on phones to communicate with customer service departments. Due to this trend, contact centers need to work even harder to provide an aligned, omnichannel experience. Data, not only mining it, but also using it in an actionable way, is an integral piece of the puzzle.
While all of this has been happening, a strong emphasis has been placed on the idea of Voice of the Agent (VoA) data. VoA data includes the information that during a phone call, chat, email, or tweet, the agents discover. Be it a customer upset about a policy, or experience, to an error with the website that prevents the completion of an order. More…
WINNIPEG, Manitoba. June 26, 2014 – Leading consumer affairs provider 24-7 Intouch Inc., is excited to announce its partnership with Red Robin Gourmet Burgers, Inc. (Red Robin). The 24-7 Intouch team was chosen for their ability to drive innovation to Red Robin’s evolving customer engagement strategy and leverage their expertise in analytics to enhance the end guest experience across all customer touch points, current and future state.
With nearly 500 restaurants in the United States and Canada, Red Robin saw an opportunity to add a proactive partner that is equally passionate about the quality of the brand’s guest experience. By leveraging 24-7 Intouch’s expertise in Voice of the Guest insights and reporting, the additional business intelligence will allow Red Robin to make quicker decisions based on direct feedback, to impact the customer experience. More…
I recently had the opportunity to attend Customer Response Summit Toronto, held by Execs in the Know, June 16-18, 2014. The show featured lively discussion amongst customer experience professionals from nearly every industry vertical. One of the highlights of the conference, was a behind-the-scenes tour of the Sport Chek Retail Lab. Sport Chek, FGL Sports’ premier sporting goods retailer, has 163 locations across Canada, and is a well known destination for Canadian consumers looking for sporting goods, apparel, and footwear.
The time of savvy social users is no longer a question of when you were born. It’s not about being a millennial or having access to a computer. The mandatory possession and use of smart phones and tablets keep us connected. Social media is now truly becoming a widely accepted communication channel to communicate to brands, and have a voice to influence and to be influenced by others. It’s no longer the language of the youth. What are you doing about it? More…
24-7 Intouch to Share Best Practices in Customer Experience Excellence at 10th Anniversary of Frost & Sullivan, CCEAST
WINNIPEG, Manitoba. April 3, 2014 – Matt Wheatley, Director, Customer Experience at 24-7 Intouch, will be speaking at Frost & Sullivan’s Customer Contact 2014, East. The 10th Anniversary of CCEAST will take place April 6-9, 2014 at the Marriott Marco Island Beach Resort, in Marco Island, Florida.
Wheatley will be sharing, “Knowledge Management for Customer Experience Excellence,” on Tuesday, April 8 at 4:30 P.M. The interactive, best practice session will examine the importance of a well-designed knowledge management system to drive first contact resolution, provide actionable insights, and an exceptional customer experience.