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Are you delivering the best customer experience?

There are many facets to the customer experience. But consumer surveys and analysis show that a handful of factors have great weight: 

What if you could mine business intelligence from your employees’ mobile calls?

The daily interactions between your employees and your customers contain a wealth of information.

How satisfied are customers with your products and services? 

How quickly are problems resolved and do your customers “go away happy”?

What sorts of purchase patterns are emerging? Which promotions are working?

 What kinds of new solutions are your customers looking for?

3 Best Practices in Communications Identity Management

Your company’s identity is central to a positive customer experience.

Is your company identity polished, consistent, clear, simple?

Or is it a hodgepodge? Do customers have to call a range of different numbers for different things? Do employees use a bunch of different phones with different numbers to communicate with customers?

What are your customers saying about you?

Are you hearing everything your customers are saying about you to your employees?

Or is critical business intelligence leaking out during customer engagement communications? 

If you have an increasingly mobile workforce, then you need to make sure important customer feedback does not go missing when your employees use mobile devices.

Mobile Customer Engagement solutions with Verint highlighted at Engage 2017

Our partnership with Verint delivering mobilized customer engagement solutions was highlighted in a presentation at the Verint Engage 2017 Global Customer Conference in May.

The Verint customer conference focused on how companies can improve customer engagement and the customer experience.

Our Chief Sales Officer Brandon Larson delivered a presentation at the conference highlighting how mobile...

How are employee mobile habits affecting your quality assurance visibility?

Most of your employees these days are carrying their own mobile phones. If these devices end up being used for work calls, do you know if the communications on them meet your customer care quality standards?

The latest statistics show that far more people in the typical workplace are likely to have a mobile phone than not. For example, personal mobile phone penetration in the US now is 95%,...

Is your customer engagement quality program missing mobile?

If your business involves communicating with customers using a contact center, then customer engagement quality is very likely at the top of your important success metrics.

Yet many companies continue to operate contact center quality programs that ignored the most common communications device in today’s companies: the mobile phone.

The mobile blind spot: What are your employees saying to your customers?

The customer experience is in the spotlight again. Are you confident that your employees on mobile devices are saying the right things to your customers?

For years, companies have invested in tools, training and processes to improve the customer experience. Research shows that seemingly minor increases in retention and satisfaction can flow to the bottom line in a big way.

The Customer Experience Blind Spot

Customer experience has never been more important.

Surveys show that a single bad experience will lead more than 50% of customers to switch to a competing brand.

Companies know this and are using their contact center quality as a differentiator and a way to beat the competition. 

Do your employees send emails to customers from personal Gmail accounts? Then why are mobile calls different?

The “face” you put before customers has a major impact on your brand and potential for growth.

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