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Contact Center Solutions Week in Review: L.L. Bean, GE, JetBlue & More

August 12, 2017

The contact center serves on the front line of customer service. Equipped with an arsenal of omni-channel contact center solutions, the space is chock full of innovation pushing the capability of the contact center to deliver on the expectations of even the most demanding customer. And, with the weekend upon us, there’s no better time than the present to take a look back at the week that was in contact center solutions news: Time for the Week in Review!


Mel Brooks famously said, “It’s good to be the king.” Staying on top of the heap can prove difficult for some, but for L.L. Bean maintaining its top spot in Prosper Insights & Analytics Customer Service Champions ranking for the third consecutive year highlights the retailer’s commitment to its customers. “L.L.Bean’s customer-centric philosophy certainly resonates with shoppers, earning the outdoor outfitter a rare retail bragging right: a first place finish over Amazon,” said Pam Goodfellow, Prosper’s principal analyst and the author of the report. TMC’s Paula Bernier brings you everything you need to know HERE.

Frost & Sullivan recognized STARTEK this week with the 2017 North American Frost & Sullivan Award for Competitive Strategy Innovation and Leadership. Michael DeSalles, Frost & Sullivan Principal Analyst noted, “STARTEK is the only BPO company of its size that employs the science of human communication to improve customer satisfaction scores and other customer-facing performance metrics… This approach best addresses communication complexity because STARTEK views customers as unique individuals with distinct circumstances and specific communication needs.” TMC’s Alicia Young has all the details HERE.

Machine learning is making waves, especially in customer service. GE announced that it has spun off Wise.io, its customer service machine learning company. This coming after Wise.io successfully completed a round of funding where the future forward firm gained $5million in investments. Complete coverage is HERE.

JetBlue is on the precipice of reinvigorating the airline industry’s customer experience. Recently partnering with Gladly, JetBlue will leverage the Gladly platform to provide customers a seamless experience across an omnichannel environment. “We’ve always taken an innovative approach to customer service and this partnership will further advance our leadership,” said Frankie Littleford, vice president customer support, JetBlue. “We started JetBlue with the idea that we could bring humanity back to air travel but the customer support technology hasn’t kept up with the increasing number of ways customers want to interact with us. Gladly gives us the tools to deliver on our mission in today’s environment.” This must read is HERE.

Remember to stop by early and often for all things contact center solutions! See you next week!



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