First Call Resolution is the ultimate in contact center metrics because it’s the only performance metric that impacts just about every other meaningful call center measurement. First call resolution can yield countless benefits for your business, from lower costs to agent productivity to providing a better customer experience. But what happens when a customer issue…
Read MoreCodeBroker is uniquely positioned to help retailers deliver personalized, multi-channel mobile coupons. Belmont, MA, September 1, 2015 – CodeBroker, developer of mobile marketing solutions for retailers, today announced that it was awarded its fourth patent (US PAT 9,015,277). The patent is related to the Codebroker mobile coupon platform in that it helps retailers minimize coupon fraud.…
Read More
Customers are the lifeblood of organizations of any kind and any size. Certainly, organizations and their leaders know this, yet many often fail to ensure a positive experience. Worse, even more organizations fail to respond appropriately, and in a manner that will satisfy — or even delight — customers when there has been a service…
Read More
Call centers have been facing major increases in call volume due to the rise in online orders driven by the pandemic. With higher call volume, comes a higher number of incidents in which call center agents are finding that they are dealing with angry customers more frequently as well. Call centers increasingly are using digital…
Read More
We all have them. None of us wants them. But, if we manage them effectively, they can turn into our strongest brand advocates. Who are they? Disgruntled customers. Disgruntled customers are inevitable. As the saying goes: “you can please some of the people some of the time, but you can’t please all of the people…
Read More
New consumer research provides insights from over 1,200 consumers on how customer service departments can effectively handle customer service complaint through the use of customer appeasement coupons and gift cards. Contact centers have been facing one of their greatest challenges in recent memory, spurred by the ongoing pandemic. With the drastic increase in calls comes…
Read MoreHow to best handle unhappy customers with appeasements. CodeBroker surveyed over 1,200 consumers on a wide range of topics
Read MoreBOSTON, MA – JANUARY 19, 2021 – CodeBroker, the pioneer in mobile and digital coupons, today announced CS Resolve, a digital appeasement solution that provides instant value to an unhappy customer, for immediate conflict de-escalation. Designed for customer service representatives while handling unhappy customers, CS Resolve is a simple-to-use application that enables customer service reps to instantly deliver a…
Read More
When it comes to ecommerce, retailers — especially small retailers — have long felt that attempting to compete with Amazon is a losing proposition. Recent research from CodeBroker, however, reveals some opportunities for retailers to stand up against Amazon in meaningful ways. The study, Consumer Shopping Habits During the Covid Pandemic, is based on input from…
Read More
Today’s retailers are benefiting from robust customer relationship management (CRM) systems to better understand their customers and to readily share news about new products and special offers. But they need to think strategically about how to leverage the information available to them to connect with consumers at the right time, in the right way, with…
Read More
Millennials represent a notoriously fickle market, but CodeBroker shopper loyalty research proves that it doesn’t have to be this way. Retail marketers can effectively connect with, engage and nurture the millennial market—if they follow some core strategies that are foundational to moving millennials down the path to purchase. Here we take a look at the 3 C’s…
Read More
Hot off the presses is new consumer research that provides insights into consumer shopping habits during the COVID Pandemic. Even though most stores have re-opened, shopper behavior continues to be dictated by each consumer’s unique situation, such as tighter finances and health concerns. In our new research, we explore how shopping behaviors have changed, which changes are…
Read More