Noble Systems Helps Florida Hospital Upgrade Patient Communications

PRESS RELEASE: Noble Systems Corporation, a global leader in unified contact center technology, reports that Florida Hospital, one of the largest not-for-profit healthcare providers in the US, has expanded the coverage of its Noble® Enterprise deployment to include the hospital’s customer care, scheduling, imaging, and internal IT support departments. Continue reading Noble Systems Helps Florida Hospital Upgrade Patient Communications

New Survey Finds Social Media Customer Service Declines

PRESS RELEASE: Social media is among the last places consumers want to go for customer service, according to a new survey commissioned by NICE Systems and the Boston Consulting Group. The NICE/BCG 2016 Consumer Experience Report focused on customer interactions with providers of financial, telecom, and insurance services. Over 1,700 people between the ages of 18 and 65 were interviewed across the U.S., the U.K., the Netherlands, France and Australia. Continue reading New Survey Finds Social Media Customer Service Declines

Social media outperforms email for customer service according to new research

PRESS RELEASE: Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience. Overall, across email, the web and Twitter, brands were only able to correctly answer 51% of questions that were put to them. Continue reading Social media outperforms email for customer service according to new research