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Summer Reading

Ideas to Help You Win the Hearts and Minds of Customers


80% of customers expect a response to emails and social media postings within 24 hours, with almost 50% stating that they will comment on social media if their experience with a company is good or bad. These are some of findings from a report commissioned by Altitude - now available - on the behaviors and attitudes of people towards customer contact channels.

The research provides us with a picture of consumers that are using multiple channels simultaneously to contact brands, and that have very high expectations about response times. This is a huge challenge for companies and that is why Altitude started a blog to contribute to the conversation about building and delivering customer experiences that create value for businesses.

Posts published so far address issues such as: Customer service through social media; The power of mobile apps; Managing the customer journey; Smart cities and citizen engagement; Omnichannel agent skills; The rise of chatbots, etc. The Customer Experience Challenges Blog is now available in EnglishSpanishPortuguese and French. If you want to become a contributor contact us at social@altitude.com

Case Study

Arabian Horse Racing and Breeding Institute Boosts Customer Experience


The marketing and customer service operations of the arabian horse breeding institute and horse racing festival of HH Sheikh Mansoor Bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Presidential Affairs of the United Arab Emirates, are now supported by an Altitude uCI contact center solution.

The specialized contact center handles multichannel customer interactions by phone, email, fax and web. It has been established at the Mangroves Suites by Jannah in the UAE capital to respond to all queries in five languages.

“The new Contact Center has been established to support the global reach of the HH Sheikh Mansoor Festival as well as the expansion of The Wathba Stallions Horse breeding operations. We clearly aim to bring the best customer experience to the global sport of horse racing and to horse breeding.”

Said Ms Lara Sawaya, Executive Director of the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival.

"Providing exceptional service is a key part of Festival and the Wathba Stallions value proposition, and our new Abu Dhabi-based contact center is helping us do exactly that”.

Learn more here.


What is Altipedia?


Altipedia is a handy guide that explains contact center related business, technical and operational terms. From “ACD” to “Workforce Optimization” it is a great online reference with dozens of useful explanations about concepts that are critical for professionals seeking to learn more about contact centers, how to excel in customer interactions and how to optimize your customer experience. The Altipedia is here. Keep coming back, we are adding new words all the time.


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