Callminer

MARCH 20, 2017

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Of course, technology advances now […]. The post 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Mana

Technology 260

Technology Technology 260

Uniphore

MARCH 17, 2017

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.

Contact Center 173

Contact Center Customer Service 173

Customers That Stick

MARCH 27, 2017

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Customer Service 151

Customer Service 151

Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”.

Engineering 135

Engineering Retail Customer Experience 135

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Win the Customer

MARCH 8, 2017

In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. The ad featured Christopher Walken reciting the lyrics for the 2000 N’SYNC hit “Bye Bye Bye,” accompanied by N’SYNC veteran Justin Timberlake looking on quizzically. The commercial combined humor with nostalgia to appeal to multiple demographics, targeting both Generation X audiences old enough to remember Walken in his

Customer Experience 118

Customer Experience Social Media Start-ups Sales 118

PeopleMetrics

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? 1. Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. If an executive is not sponsoring the program, the company will not pay attention to the data or invest in the right responses to the data and the initiative wi

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

Uniphore

MARCH 6, 2017

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. To continue successfully serving, acquiring and keeping customers, companies need a fresh approach in order to develop and maintain the efficiency of their digital customer service, one that drives brand loyalty with happy, satisfied customers who keep coming back.

Customer Service 149

Customer Service Innovation 149

ProProfs

MARCH 29, 2017

Hear this, businesspeople: Odds are you aren’t so good at listening. This isn’t just conjecture by disgruntled employees. It’s a statement backed by research. One study including hundreds of businesspeople found most of the participants only remembered half of what they heard immediately after a conversation. Many participants were fidgeting or not even paying attention.

Construction 99

Construction Start-ups 99

Beyond Philosophy

MARCH 22, 2017

To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers. McDonald’s rolls out the new experience to 2,500 U.S. locations by fourth quarter 2017.

CX 127

CX Entertainment Customer Loyalty Customer Experience 127

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. The cloud service company reports customer experience is the key differentiator in driving retention and acquisition, as companies that thrill customers at every touchpoint of the buyer journey are the ones most likely to keep customers around.

Retail 111

Retail Customer Experience Social Media Customer Acquisition 111

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.

Retail

PeopleMetrics

MARCH 1, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. It’s statistically accurate, high-level, and shows trending data—all great things for market researchers.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

Callminer

MARCH 27, 2017

American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launch CallMiner Eureka Speech Analytics companywide.

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Uniphore

MARCH 30, 2017

For over a century we have been using machines, and as technology has advanced, they have taken on an increasing role in our lives, carrying out a variety of daily tasks. Today, it is safe to say we are even dependent for many things on machines designed to act intelligently. Nevertheless, when people hear the term “artificial intelligence,” the instinctual reaction is still one of confusion, concern, and even fear.

Artificial Intelligence 150

Artificial Intelligence Customer Service Technology Technology 150

ProProfs

MARCH 17, 2017

Did you know that millennials love their ‘devices’? In fact, many of them consider these devices an integral part of their day-to-day life. Don’t get shocked. The reason for their dependency on the devices is simple. They have been using them for long. They are their preferred choice because these ‘devices’ are able to meet their demands quickly. In fact, it is believed that the growing demand along with the ability to deliver quickly has been responsible for the decline in average human attenti

Education 94

Education Technology Technology 94

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.

Voice of the Customer

Beyond Philosophy

MARCH 13, 2017

When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time honing my sense of humor than reading my textbooks. As I’ve gotten older, I’ve held onto my wisecracking ways and yet, I’ve been successful in business.

Start-ups 125

Start-ups Customer Experience Customer Experience Management 125

Customers That Stick

MARCH 30, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 87

Customer Service 87

PeopleMetrics

MARCH 28, 2017

Today, content marketing is critical to your company’s success, and. utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty? If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers

Education 91

Education Entertainment Social Media Sales 91

Callminer

MARCH 13, 2017

Voice analytics are the use of a voice recognition tool to analyze a spoken conversation. Not only does voice analytics software translate speech to text.

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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?

Technology

Uniphore

MARCH 14, 2017

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More.

Customer Loyalty 138

Customer Loyalty Customer Experience Customer Service 138

ClearAction

MARCH 21, 2017

3 Ultimate Factors of Business Performance Lynn Hunsaker. Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is standalone in what’s required to sustain revenue growth, and they may or may not be big influencers of profit growth.

Artificial Intelligence 88

Artificial Intelligence Outlook Predictive Analytics Customer Retention 88

Beyond Philosophy

MARCH 8, 2017

We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Telecoms are bad at CX around the globe! Back in 2012, we did some research involving over 40 telecoms.

Customer Experience 125

Customer Experience Engineering Start-ups Gaming 125

Kerry Bodine

MARCH 8, 2017

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and how it can benefit their organizations.

Education 86

Education Innovation Government Start-ups 86

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Customer Bliss

MARCH 14, 2017

Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. About Diane. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles.

Sales 87

Sales Start-ups CX Touchpoint 87

Callminer

MARCH 26, 2017

The Telephone Consumer Protection Act was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems

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Uniphore

MARCH 24, 2017

New technologies for a new era. The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. Read More.

Contact Center 124

Contact Center Technology Technology 124

Heart of the Customer

MARCH 7, 2017

One unforeseen result from our journey mapping best practices survey was that a surprising number of practitioners – almost one-third – do not use segments or personas in their journey maps. If you don’t use personas in your maps, then you probably don’t design around specific types of customers. And that’s a real risk. Because […]. The post An experience designed for everybody helps nobody appeared first on Heart of the Customer.

Customer Journey Map 74

Customer Journey Map Customer Experience 74

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customer Experience

Beyond Philosophy

MARCH 15, 2017

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are.

Customer Loyalty 121

Customer Loyalty Customer Experience Customer Expectations Customer Service 121

Return Customer

MARCH 1, 2017

Have you ever been treated to an unexpected gift from a company? It may have been money off your next purchase or a complimentary upgrade. Whatever the case, think about how that made you feel. Pretty happy right? A simple gesture can go a long way when it comes to keeping your customers loyal. Here are 5 practical ways that you can surprise and delight your customers. 1.

B2B 78

B2B Retail Customer Experience Customer Service 78

Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation are a direct reflection of your values. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. When I was young, I never really thought in terms of honor codes or values. I just knew there were certain things I needed to focus on; to do and to achieve.

Customer Loyalty 83

Customer Loyalty Touchpoint Sales Customer Service 83

Callminer

MARCH 17, 2017

CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services.

Compliance 182

Compliance 182

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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.