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.
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.
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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.
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
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Callminer
MARCH 17, 2017
CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
Callminer
MARCH 13, 2017
The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.
Uniphore
MARCH 17, 2017
This additional revenue can then be channeled back into agent upskilling. Contact centers, like any business, face a continuously mounting barrage of costs. Whether we are talking wage increases or rising operational costs, the need to improve efficiencies and limit overheads is a problem that simply won’t go away. Read More.
Return Customer
MARCH 15, 2017
As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers.
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.
Customer Bliss
MARCH 16, 2017
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your own business.
Callminer
MARCH 14, 2017
Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […].
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.
Provide Support
MARCH 15, 2017
Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction. So what are the most common mistakes made by customer service professionals?
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.
PeopleMetrics
MARCH 16, 2017
Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. But to successfully manage a remote customer service team, you need to figure out how you can set up shifts for optimal coverage over the entire day, how to maximize everyone’s productivity and how to avoid having issues slip through the
Confirmit
MARCH 14, 2017
After winning one of the 20 Young Market Researcher Awards from Confirmit earlier this month, I thought I would share some of my latest research I have been conducting as part of my www.researchgeek.co.uk blog. Now, that’s my pitch over, let’s get down to customer experience (CX). Have you ever created an online survey and felt disappointed with the data you collected?
Uniphore
MARCH 14, 2017
There are many advantages to be gained from guiding customers into channels where they can resolve their problems without requiring an agent’s help. Read More.
CX Journey
MARCH 14, 2017
Image courtesy of aliceheiman No customer experience budget? I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection. I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience.
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?
DMG Consulting
MARCH 15, 2017
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). 3/14/2017. By Donna Fluss. DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. To continue reading, download the PDF by registering below: DOWNLOAD.
ClientSuccess
MARCH 17, 2017
It’s inevitable that bad experiences will happen as it relates to the journey your customers are on with your organization. Many companies have hundreds if not thousands of customers that are engaging with their product, team members, and services each and every day. And the likelihood that each customer has a seamless and pleasant experience every day is unrealistic.
Uniphore
MARCH 13, 2017
As customers adopt multiple contact channels, challenges like digital pivoting come to the fore. The present ubiquity of smartphones, the rapid growth of Social Media and the interconnectedness of modern consumers means that companies today face something of a quandary. They are finding that there is an increasing need to communicate and respond to customers using a multitude of channels beyond the standard voice call.
CX Journey
MARCH 16, 2017
Image courtesy of Tax Credits No customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. After reading that last post, did you feel like it was all gloom and doom?
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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
DMG Consulting
MARCH 15, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. Top Ten Contact Center and Servicing Goals for 2017. 2/25/2017.
ClientSuccess
MARCH 15, 2017
There is nothing more frustrating for customers or for Customer Success Managers (CSMs) than a product that doesn’t produce results, or doesn’t have the buy-in it needs to be successful. This of course impacts the customer’s ability to do their job effectively, but it also affects the CSM, their quota, and the company’s overall ability to scale and grow while maintaining successful customers.
Waypoint Group
MARCH 16, 2017
Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score. But few are able reap the financial rewards associated with improving their NPS. We know that business thrives with more Promoters and fewer Detractors, so why is an improvement in NPS so difficult in B2B? 1. We use the meaningless word, “Customer” Most B2B […].
Confirmit
MARCH 15, 2017
Defining Your Customer Experience (CX) Strategy is a critical part of our first customer experience performance categories: Foundation. CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts. Do I REALLY need a CX strategy? At Confirmit, we have the honor of working to help optimize our clients’ customer experience strategies.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
The DiJulius Group
MARCH 14, 2017
In today’s world, the only thing that is separating companies from offering another commodity is the relationships they have with their customers. If you do not have a relationship with your customer, you better be the cheapest. Companies believe their product is superior, but there are a lot of smart professionals out there and comparable. Read Full Article.
Confirmit
MARCH 15, 2017
Question: What is the common thread that drives successful customer experience programs, regardless of business size, shape or industry? Answer: They have developed and actively manage a CX strategy. If you want to be part of a highly-functioning CX program that drives business transformation, it is critical that your efforts are guided by a CX strategy.
The DiJulius Group
MARCH 15, 2017
The 5 Things CEOs Regret Most On Their Deathbed 1.Executive sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team; otherwise it will be considered “flavor of the month” or “management by bestseller.” 2.No one losing sleep at night over […].
Confirmit
MARCH 15, 2017
This week saw one of the highlights of the Market Research calendar – MRS Impact in London. It’s always a fascinating event to attend because it draws such a range of people from across the industry and, to my mind, is a great way to keep tabs on what’s changing in our industry. One change – and a very welcome one at that – was the fact that 50% of the speakers at this year’s event were women.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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