5 Keys to PCI Compliance in the Call Center
Callminer
NOVEMBER 24, 2017
How can call centers remain PCI compliant and instill customer confidence that data is being protected?
Callminer
NOVEMBER 24, 2017
How can call centers remain PCI compliant and instill customer confidence that data is being protected?
Fonolo
NOVEMBER 21, 2017
It’s been a very busy year for acquisitions in the contact center space. The ongoing “cloud-ification” was one of the main driving forces. (We covered that topic here and here.) But other forces were in play as well. When the news of an acquisition breaks, we focus on it for a few days — think about what was motivating the buyer and seller — and then move on.
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Beyond Philosophy
NOVEMBER 22, 2017
Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore?
Uniphore
NOVEMBER 20, 2017
Robotic Process Automation (RPA) has been one of the most revolutionary products of enterprise technology in the last few years, stirring the winds of change in the business world by enabling increased productivity at reduced costs, and one which will likely eventually be leveraged in just about every industry. In fact, according to a recent report by McKinsey and Company , it’s predicted that automation technologies, such as Robotic Process Automation, (RPA) will have a potential economic impac
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Totango
NOVEMBER 22, 2017
Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.
Fonolo
NOVEMBER 23, 2017
If you’re reading this, there’s a good chance you’ve been placed on hold at least once in your lifetime. In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. This is a serious problem since timeliness is the most important thing a company can do to provide good service.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
NOVEMBER 21, 2017
The growth of mobile devices has successfully changed varied aspects of our lives, from how we function and communicate to the way we acquire knowledge. It would be more appropriate to say that the rise of smart devices (tablets, smartphones etc) has been responsible for revolutionizing the mobile learning space. And, there is ample evidence that proves mobile platforms are proficient to support all type of elearning experiences, offering a wide range of advantages.
Taylor Reach Group
NOVEMBER 22, 2017
Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. Call Centers are complex and have evolved substantially from what they used to be, thus also being known today as the Contact Center, Customer Engagement Center, Customer Support Center etc.
C3Centricity
NOVEMBER 20, 2017
Last week I wrote about my 7-step CatSight Process for Insight Development. The first step is to identify the Category in which you are competing. I got so many comments about this step that I decided to dedicate a whole post to this important topic. If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post.
Beyond Philosophy
NOVEMBER 22, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
ClearAction
NOVEMBER 18, 2017
8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.
Fonolo
NOVEMBER 21, 2017
Picture this: By dinner time tomorrow you’ll be sitting around the table enjoying a festive Thanksgiving meal and preparing yourself for the lethargic feeling you’ll have after consuming an unimaginable amount of food (nom-nom). You’ll sit back on your favourite spot on the sofa, put your feet up and have thoughts of gratitude. How thankful you are to be surrounded by great family, caring friends, and all the gifts of life we’re lucky to have.
Totango
NOVEMBER 22, 2017
Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.
Kerry Bodine
NOVEMBER 22, 2017
We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. So without further ado… We hope you’ll join us in one of these fun locations next year for our signature two-day workshop! February 27 & 28 in San Francisco. May 16 & 17 in Chicago. September 12 & 13 in Boston. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the ski
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Customer Bliss
NOVEMBER 22, 2017
I hope you’re all taking some time to enjoy being with loved ones, eating, and relaxing. But I know many of you are busy professionals and you may even be using some of your time off to catch up on industry news or your own work. So with that said, in the event that you’re looking to hear more about customer experience and learn from other great leaders in this industry while you cook, clean, or lay back – I’m sharing 3 of my most popular podcast episodes from this past y
CX Journey
NOVEMBER 22, 2017
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there's phone, email, FAQs, knowledge bases, forums, chat, social media, and much more.
ClientSuccess
NOVEMBER 21, 2017
5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. It can be tempting to sit there wondering what happened, or how the relationship dynamic changed so quickly.
Kerry Bodine
NOVEMBER 22, 2017
Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid. The video of presentation will be posted online sometime in the next few months, but I didn’t want to wait that long to share my thoughts. The theme of the conference this year was “Service Design at Scale”—and over the course of the three days in Madrid, I was inspired by the conference presentations, projects from the Service Design Award winners, and many energizing
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ProProfs
NOVEMBER 23, 2017
Learning does not follow the ‘one size fits all’ approach. Modern education demands and comprises individual education plans that accommodate the learning abilities of different learners while meeting the requirements of a kaleidoscope of varied learning styles. It doesn’t matter whether an instructor teaches Mathematics or English if a student learns the theory of relativity or alphabet, the one common aspect of education that all students and teachers encounter: assessment.
Comm100
NOVEMBER 21, 2017
Technical support and customer service is not a picnic. It’s a difficult, sometimes grueling job with little recognition or reward, where agents often feel the brunt of unhappy consumers. Consumers can be: Unhappy with the product – “it doesn’t do what I thought it did.”. Unhappy with the bill – “it costs too much for this product that doesn’t do what I thought it did.”.
ClientSuccess
NOVEMBER 21, 2017
For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Confirmit
NOVEMBER 21, 2017
In this podcast, Confirmit’s Vice President of CX Consulting, Shelly Chandler discusses what really makes an effective Customer Experience strategy that drives change. Shelly focuses on some of the key elements of a successful CX strategy, including: Vision. Programme design. Company-wide engagement. Driving action. Delivering value. Download this podcast today to find out how you can ensure your own program drives tangible business results for your organization.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Customer Bliss
NOVEMBER 21, 2017
Overview. Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms used to register and access school resources – the overall customer and user experience impacts a student’s success and perception of the program. In this episode, I speak with Marc Riesenberg , Director of Marketing for Coding with Kids, who spoke about implementing a CX program and improving the UX while serving
SugarCRM
NOVEMBER 20, 2017
Competition is increasing, the pace of change within business is getting faster and digital technology is disrupting traditional work practices. The pressure to keep pace with digital transformation is a concern for many firms, according to our recent SalesTech report – 63% of companies are worried about the cost and effort needed to keep systems up to date and 34% view their organizations resisting change as a major hurdle to deploying new technology.
Provide Support
NOVEMBER 21, 2017
To connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection. – Bill Quiseng. Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. It’s more about offering an experience that creates an emotional connection between the customer and the brand.
Lumoa
NOVEMBER 19, 2017
For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. There are no resources to read it through. While server space is cheap, and this might feel like an easy way to make customers believe you listen to them, don’t do like this. You are just wasting your customers’ time and fooling yourself at the same time.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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